About the role
Role & Responsibilities
- Own day-to-day on-site operations for assigned cohorts/programs: monitor SLAs, resolve exceptions, and ensure timely delivery of learner services.
- Define, measure, and drive KPIs (attendance, completion, placement pipeline metrics); create weekly/monthly dashboards and take corrective actions.
- Lead and coach a small operations team — set priorities, distribute work, and sustain a high-quality, scalable service model.
- Partner with cross-functional teams (Academics, Placement, Sales, Finance) to implement process improvements and enable smooth handoffs.
- Manage vendor relationships and third-party services; negotiate scope, SLAs, and ensure compliance with agreements.
- Conduct root-cause analysis for operational gaps and implement standardized SOPs, checklists, and audit mechanisms to reduce errors and rework.
Skills & Qualifications
Must-Have
- 2+ years of hands-on operations or program-management experience (education/edtech, BPO, logistics, or high-volume service operations preferred).
- Proven track record of meeting SLA/KPI targets and driving process improvements with measurable impact.
- Strong stakeholder management and communication skills; comfortable coordinating with cross-functional partners and senior leadership.
- Should be fluent in speaking Tamil / Telugu
Preferred
- Experience managing on-site teams and vendor relationships in India.
- Proficiency in data reporting tools (advanced Excel/Google Sheets; basic SQL or BI exposure is a plus).
Benefits & Culture Highlights
- High-impact role in a mission-driven, learner-centric environment with strong growth exposure.
- Collaborative, metrics-driven culture that values continuous improvement and ownership.
- Opportunities for leadership development and cross-functional rotation as the business scales.