Operations Manager

About Hero Vired :

Would you like to be part of an exciting, innovative, and high-growth startup from one of the largest and most well-respected business houses in the country - the Hero Group?

Hero Vired is a premium learning experience offering industry-relevant programs and world-class partnerships, to create the change-makers of tomorrow.

At Hero Vired, we believe everyone is made of big things. With the experience, knowledge, and expertise of the Hero Group, Hero Vired is on a mission to change the way we learn. Hero Vired aims to give learners the knowledge, skills, and expertise through deeply engaged and holistic experiences, closely mapped with industry to empower them to transform their aspirations into reality. The focus will be on disrupting and reimagining university education & skilling for working professionals by offering high-impact online certification and degree programs.

The illustrious and renowned US$5 billion diversified Hero Group is a conglomerate of Indian companies with primary interests and operations in automotive manufacturing, financing, renewable energy, electronics manufacturing, and education. The Hero Group (BML Munjal family) companies include Hero MotoCorp, Hero FinCorp, Hero Future Energies, Rockman Industries, Hero Electronix, Hero Mindmine, and the BML Munjal University.

For detailed information, visit Hero Vired

Role : Operations Manager (Online Degrees)

Job Type : Full Time (Work From Office)

Location : Delhi (Sultanpur)

Experience : 5 to 8 years

Department : Operations

Role Overview :

We are seeking an experienced and data-driven Operations Manager to lead our post-sales operations and manage strategic partnerships with universities.

This is a critical leadership role that combines team management, operational excellence, and partnership development. You will directly manage the Post Sales Executive team, ensuring exceptional student onboarding and success, while also serving as the primary liaison with our university partners.

The ideal candidate will have a strong background in operations management, team leadership, and partnership management, preferably within the EdTech or online education sector.

Key Responsibilities :

Post-Sales Team Management :

As the Operations Manager, you will lead and develop a team of Post Sales Executives who are responsible for student onboarding, documentation, and success. This involves setting clear performance goals and KPIs for the team, conducting regular one-on-one meetings and performance reviews, providing coaching, mentoring, and training to enhance team capabilities, and monitoring team metrics including onboarding completion rates, documentation turnaround time, student satisfaction scores, and referral generation.

University Partnership Management :

Serving as the primary operational contact for university partners is a cornerstone of this role. You will build and maintain strong, trust-based relationships with key stakeholders at partner universities, coordinate with university administrative teams on student onboarding, documentation processes, and academic operations, and ensure seamless communication flow between students, the post-sales team, and university partners.

Process Optimization & Operational Excellence :

Continuous improvement is essential in this role. You will analyze existing post-sales and operational processes to identify inefficiencies and bottlenecks, design and implement process improvements to enhance student experience and operational efficiency, develop standardized workflows for student onboarding, documentation management, and issue resolution, and create and maintain comprehensive process documentation and training materials.

Data Analysis & Reporting :

Data-driven decision making is critical to success in this role. You will track, analyze, and report on key operational metrics and KPIs including student onboarding metrics, documentation completion rates, student satisfaction and Net Promoter Scores (NPS), referral conversion rates, university partner performance metrics, and team productivity and efficiency indicators.

Cross-Functional Collaboration

Success in this role requires effective collaboration across the organization. You will work closely with the sales team to ensure smooth handoff of enrolled students to post-sales, coordinate with the marketing team on referral programs and student testimonials, partner with the technology team to improve systems and tools used by the post-sales team

Student Lifecycle Management

Overseeing the post-enrollment student journey is a key responsibility. You will ensure students receive timely and effective support from enrollment through graduation, monitor student engagement and identify at-risk students who may need additional support, implement retention strategies to reduce dropout rates

Qualifications and Skills :

Experience & Education

• Candidates should have 5-8 years of experience in operations management, account management, or program management, with at least 1 year in a team leadership or people management role.
• Experience in the EdTech, online education, or related service industry is highly preferred. A Bachelor's degree in Business Administration, Operations Management, or a related field is required, and an MBA is a strong plus.

Core Competencies :

Leadership & Team Management : Proven ability to lead, motivate, and develop high-performing teams. You should have experience managing team performance, conducting appraisals, and driving accountability while maintaining a positive team culture.

Data Proficiency : Strong analytical skills with demonstrated ability to use data to drive decision-making and process improvements. You must be highly proficient in Excel and comfortable working with CRM analytics, dashboards, and reporting tools. Experience with business intelligence tools like Tableau or Power BI is a plus.

Communication Skills : Excellent verbal and written communication skills with the ability to communicate effectively with diverse stakeholders including team members, university partners, students, and senior management. You should be able to present complex information clearly and persuasively.

Technology Proficiency : Comfortable using CRM systems (e.g., Salesforce, Zoho), student information systems (SIS), project management tools, and communication platforms. Ability to quickly learn and adapt to new technologies.