Manager - Customer Support Operations

Own end-to-end success of learners for assigned cohorts throughout their journey.

• Onboarding, Learning, Certification, and Placement.
• Plan program timelines, manage capacity, and ensure cohorts meet learning and placement KPIs.
• Conduct orientation and induction sessions to set learner expectations and drive engagement.
• Create visibility into learner progress and proactively address challenges or drop-offs.
• Collaborate closely with Curriculum, Instructor, Student Success, Admissions, and Placement teams to streamline program delivery.
• Ensure SLA adherence and quick resolution for all learner queries through strong coordination and ownership.
• Maintain high customer satisfaction and NPS through empathy-driven interactions and process excellence.
• Track and analyze key data points such as attendance, assignment completion, assessment performance, NPS, and placement funnel metrics.
• Conduct weekly cohort reviews and present insights to leadership for continuous improvement in learner experience and outcomes.
• Build, implement, and maintain SOPs for all key processes across the learner lifecycle.
• Define escalation paths, quality benchmarks, and standard delivery practices to ensure consistency across cohorts.
• Train and monitor the customer success and support teams to maintain quality and empathetic communication standards.
• Partner with hiring partners, corporate recruiters, and placement teams to align placement outcomes, timelines, and feedback loops.
• Ensure learners are job-ready with strong resumes, LinkedIn profiles, and mock interview preparation.
• Track placement metrics, drive conversions, and report success rates regularly.
• Oversee classroom logistics, student communications, and on-ground execution for smooth cohort operations.
• Handle escalations and crisis situations with composure and problem-solving skills.
• Maintain a strong online reputation and testimonials through positive learner engagement and feedback.
• Identify and develop new initiatives or alternate revenue streams that enhance the learner experience or organization growth.

(ref : iimjobs.com)