Assistant Manager- Delivery

Job Title:

Manager / Assistant Manager– International Delivery

Location:

Mumbai Level: Manager / Assistant Manager
Function:  Academic Delivery / Program Operations Business
Unit: upGrad International
Reporting to:
Senior Manager / Head – International Delivery

About upGrad
- Founded in 2015, upGrad is Asia’s largest integrated Learning, Skilling, Workforce Development, and Placement company. Its offerings include online and hybrid degrees, study abroad programs, certifications, bootcamps, and doctorates for working professionals. Through its B2B arm, upGrad also provides enterprise training, recruitment, and staffing services. With 10M+ learners across 100+ countries, 300+ global university partners, 2500+ pathway connections, and 20,000+ recruitment partners, upGrad continues to empower careers worldwide.

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About Role:  The Manager / Assistant Manager – International Delivery is accountable for execution excellence across international programs, ensuring high learner satisfaction, strong completion outcomes, and efficient delivery  role leads a team of Program coordinators / Delivery Executives and partners closely with universities and internal stakeholders to deliver predictable, high-quality program experiences for global learners.

Roles & Responsibilities :
Program Delivery & Quality
- • Own end-to-end delivery of assigned international programs across cohorts.

• Ensure adherence to academic calendars, SLAs, and partner commitments.

• Proactively identify and resolve delivery risks and learner escalations.

• Act as the experience owner for global learners across programs.

• Drive key metrics: NPS, CSAT, attendance, retention, and completion.

• Ensure timely and effective resolution of academic and operational issues.
Team Leadership
- • Lead, coach, and performance-manage a team of Program Managers / Delivery Executives.

• Drive role clarity, accountability, and productivity benchmarks. •
Build a learner-first, outcome-oriented team culture.
Operational Efficiency & Cost
- • Improve delivery efficiency through better planning, process standardisation, and automation.

• Support scale without proportional increase in cost or errors.

• Track delivery cost and productivity metrics.
Stakeholder Management
- • Act as delivery SPOC for international university partners.

• Collaborate with Sales, Marketing, Admissions, Faculty Ops, Tech, LMS, and Finance teams.

• Provide structured updates and manage escalations.

Success Metrics
- • Learner NPS / CSAT

• Program retention & completion rates

• SLA adherence & delivery accuracy

• Cost efficiency & team productivity

• Completion rates

• Live Session ratings

Eligibility & Experience
- • 4–10 years of experience in program delivery, operations, or academic services.

• Minimum 2 years of people management experience.

• Exposure to international learners/customers, global time zones, or university partnerships preferred.

Key Skills
- • Strong execution and problem-solving mindset

• Proven people leadership and stakeholder management

• Data-driven decision-making

• Clear communication and ownership mindset

• Strong MS Excel skills

• Strong written and verbal communication skills

Who Should Apply
- • High-performing individual contributors ready to scale impact through people leadership

• Current delivery leaders seeking broader program and stakeholder ownership

• Candidates passionate about building world-class learner experiences globally

Equal Opportunity Statement - We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. All employment is decided on the basis of qualifications, merit, and business need.