BriefCase
BriefCase

Assistant Manager - Operations Job in Upgrad Education Private Limited

Assistant Manager - Operations

Upgrad Education Private Limited 4+ weeks ago
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Job Summary About Us

upGrad is an IIT Delhi alumni and Ronnie Screwvala founded company where we focus on enablinguniversities to take their programs online. Given team's background in education and media sectors,we understand what it takes to offer quality online programs, and at upGrad - we invest alongsideuniversities to build and deliver quality online programs (content, platform, technology, industrycollaboration, delivery, and grading infrastructure).You can read about some of our press releases at - upGrad was earlier selected as one of the top ten most innovative companies in India byFastCompany. We were also covered by the Financial Times along with other disruptors in Ed-Tech upGrad is the official education partner for Government of India - Startup India program too We were also ranked as one of the top 25 Startups in India 2018Our program with IIIT B has been ranked #1 program in the country in the domain of ArtificialIntelligence and Machine LearningAt upGrad - we have partnered with leading universities such as IIIT Bangalore, BITS Pilani, MICAAhmedabad, IMT Ghaziabad and Cambridge University's Judge Business School to offer programsin the domains of Data, Technology and ManagementWhat You Would Be Doing Supervise day to day operations for Degree programs and own associated TATs Handle large scale operations and to consistently work towards ensuring operationalefficiencies. Create and execute effective customer service procedures and policies to manage thelearner queries Drive key metrics like NPS/CSAT to meet customer satisfaction goals Coordinate with internal stakeholders and university spoc for smooth launch of theprograms Training the contact centre centre team to handle L1 queries Taking ownership of learner issues and handling escalations till closure Maintain accurate records and document all customer service activities and discussions Analyse students progress and compile accurate reports for weekly meetings withstakeholders Recruit, mentor, and train associates in student success team Set periodic goals for the team and check progress to provide regular feedback Analyse performance of Team members on different program elements and proposeinterventions to improve lagging metrics Lead and manage the Student Success team to ensure smooth operation of programsWhat We Are Looking For 5-years+ of experience with at least 2 years experience of leading a team, preferably ina customer success role. Good Interpersonal and Communication Skills Ability to analyze processes and information, identify problems and trends and developeffective solutions and strategies Excellent organizational skills, verbal, and written communication skills High customer centricity, to understand student expectations and support them to achievetheir goals and Ensuring team achieve their Targets. Prior experience in setting up processes & managing customer support team. Ability to create buy-in and drive multiple stakeholder relationships. Ability to structure, design & execute processes Ability to conduct deep-dive analysis on customer feedback and strategizing next steps Flexibility to take up ad-hoc tasks/initiatives Focussed result orientationIf you love motivating people, are extremely customer centric and are excited by thechallenges of a new emerging business environment, then we are looking for you!TeamStudent SuccessLocationMumbai, Maharashtra, IndiaJob TypeFull TimeRoleAssistant Manager - Degree Programs
Experience Required :

Fresher

Vacancy :

2 - 4 Hires

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