Job Brief

We are looking for a Senior Manager in Student Experience/Customer Service/ Student Success. This is an important leadership role which requires working directly with management and the course head at our Mumbai Campus and primarily focus on providing the highest standard of student experience to our online and offline students at all times.
As a manager, you will anticipate bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance the business needs versus student/ course constraints.

Work experience with Edtech is preferred

Responsibilities and Duties:

• Head the 3 most important teams at IIDE – trainer delivery management, placement and student event teams ensuring smooth running of the school 
• Right from student onboarding to their learning to their placement – ensuring a happy and content experience for all our students – online and offline
• Manage student / trainer escalations and ensuring the outcomes are smooth
• Assign and oversee the daily tasks of team members while ensuring all team members are actively working toward established milestones and highest standards of student experience
• Ensuring the delivery team manages trainer schedules effectively and attains high feedback scores for trainers
• Maintaining a great balance between internal and external faculties and ensuring the cost for the same is managed as per the management
• Work closely with program head to establish and implement training processes and strategies for ensuring smooth conduction of all programs/courses both online and offline (on campus)
• Ensuring the placement team is pro active at placement management and every student is addressed 
• Determine and define clear deliverables, roles, and responsibilities for staff members required for specific projects or initiatives
• Research and implement process efficiencies with the help of automation which will improve student efficiency or teacher management
• Continuously monitor data related to student attendance, assignment completion, tickets/ complains and student retention using his/her analytical skills, and evaluate and interpret complex data sets, draw conclusions to recommend and implement practical solutions for betterment
• Oversee student experience activities like graduation day, games night, diwali parties etc.
• Conduct surveys to monitor and improve the Student Experience eventually refining and maintaining impeccable student experience
• In addition to the above areas of responsibility the position may be required to undertake any other reasonable duties relating to the broad scope of the position as requested by management. 

Required Experience and Qualifications:

• Minimum experience of 7-10 years in customer service
• Prior experience working as a customer service head or ed-tech course manager will be preferred
• Past relevant experience in leading a team of minimum 6 – 8 people
• Analytical mindset with numerical aptitude
• Proven experience in managing customer escalations