Assistant Manager - Operations

Job Title : Operations Assistant Manager

Department : Business Operations

Location :

HSR Layout - Bangalore (Hybrid)

About the Role

The

Operations Assistant Manager

will play a key role in ensuring the smooth execution of daily operations, optimizing processes, and driving efficiency across business units. The ideal candidate will collaborate cross-functionally with Product, Sales, Marketing, and Finance teams to ensure seamless student experience, lead flow management, process governance, and operational excellence.

Key Responsibilities

1. Process Management & Optimization

Oversee day-to-day operations to ensure smooth workflow and adherence to SLAs.

Identify process gaps and drive improvements to enhance efficiency and learner experience.

Develop and document SOPs for recurring tasks and projects.

Collaborate with cross-functional teams to align operational goals with organizational objectives.

2. Lead & Data Operations

Monitor and manage lead lifecycle through CRM / NPF dashboards (Lead Squared, Kapture, etc.).

Ensure proper mapping of leads, enrollments, and refund cases in coordination with Finance and Sales.

Regularly review lead performance, drop rates, and call connectivity data to identify areas of improvement.

Coordinate with Product and Tech teams to resolve system bugs, lead flow discrepancies, and report delays.

3. Reporting & Analytics

Create, maintain, and present daily / weekly / monthly reports on sales funnel, productivity, and conversions.

Analyze trends to suggest actionable insights for revenue growth and operational performance.

Track counselor performance metrics and suggest optimization strategies.

4. Stakeholder Management

Act as the key point of contact between Category, Product, Sales, and Finance teams for operational escalations.

Communicate effectively with internal and external stakeholders to ensure timely task completion.

Support new initiatives, launches, and quarterly business reviews with structured data and execution plans.

5. Quality & Compliance

Ensure all operations follow compliance guidelines and internal quality standards.

Regularly audit data entries, call records, and process adherence.

Manage refund, re-enrollment, and course transfer operations in coordination with Finance.

Required Skills & Competencies

Strong analytical and problem-solving abilities.

Hands-on experience with CRM systems (LeadSquared, Salesforce, HubSpot, etc.) and data reporting tools.

Excellent communication and stakeholder management skills.

Ability to multitask and work under pressure with attention to detail.

Proficiency in Excel / Google Sheets, data visualization, and process documentation.

Qualifications & Experience

Bachelor’s or Master’s degree in Business Administration, Operations, or related field.

3–6 years of experience in operations, preferably in an EdTech or service-based environment.

Experience in process improvement and reporting automation is a plus.

Key Performance Indicators (KPIs)

Lead to enrollment conversion improvement.

Reduction in refund and drop-off cases.

Process turnaround time and SLA adherence.

Accuracy and timeliness of reports and dashboards.

Stakeholder satisfaction and internal collaboration efficiency.

Interested candidates can email CV @ ankita.bhowmick@pw.live