Customer Support Operations Manager

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

• CTC Range : ₹12 to ₹15 Lakhs per annum, based on experience and qualifications.