Assistant Manager – Webinar Operations

About Emeritus:
Emeritus is committed to teaching the skills of the future by making high-quality education accessible and affordable to individuals, companies, and governments around the world. It does this by collaborating with more than 50 top-tier universities across the United States, Europe, Latin America, Southeast Asia, India and China. Emeritus’ short courses, degree programs, professional certificates, and senior executive programs help individuals learn new skills and transform their lives, companies and organizations.

Its unique model of state-of-the-art technology, curriculum innovation, and hands-on instruction from senior faculty, mentors and coaches has educated more than 250,000 individuals across 80+ countries.

Founded in 2015, Emeritus, part of Eruditus Group, has more than 2,000 employees globally and offices in Mumbai, New Delhi, Shanghai, Singapore, Palo Alto, Mexico City, New York, Boston, London, and Dubai. Following its $650 million Series E funding round in August 2021, the Company is valued at $3.2 billion, and is backed by Accel, Soft Bank Vision Fund 2, the Chan Zuckerberg Initiative, Leeds Illuminate, Prosus Ventures, Sequoia Capital India, and Bertelsmann.

Objective of the Role
As an Assistant Manager – Webinar Operations , you will be responsible for leading end-to-end webinar delivery. This role focuses on operational ownership, team management, and Command Center (CC) monitoring, ensuring seamless execution of live sessions, adherence to SLAs, and high-quality delivery standards.
You will manage a team of specialists, oversee real-time session operations, handle escalations, and drive process improvements in a fast-paced, 24x7 environment. Success in this role will be measured through SLA adherence, session delivery quality, operational accuracy, and audit performance.

Responsibilities:
1. Webinar Operations Ownership & SLA Management
Own end-to-end webinar operations across programs
Ensure adherence to LSS timelines, course readiness SLAs, and post-session delivery standards
Maintain high accuracy in session setup and execution, minimizing operational errors
2. Command Center (CC) Monitoring & Escalation Management
Oversee Command Center operations for real-time monitoring of live sessions
Act as the primary escalation point for session-related issues during live delivery
Ensure timely resolution of critical incidents and minimize session disruptions
3. Team Management & Capacity Planning
Manage, coach, and mentor a team of Webinar Specialists
Plan and allocate work based on volume, priority, and SLAs
Handle roster planning, shift coverage, and shrinkage management for 24x7 operations
Ensure effective shift handovers and continuity across global time zones
4. Automation & Process Excellence
Drive adoption of automation tools across webinar workflows
Manage exceptions and fallback to manual processes where required
Identify process gaps and lead continuous improvement initiatives
Standardize workflows to improve efficiency, scalability, and accuracy
5. Stakeholder Coordination
Collaborate with Academic Delivery, Tech, and Product teams for seamless session execution
Ensure alignment on scheduling, session changes, and issue resolution
Act as the key point of contact for webinar operations-related queries and escalations
6. Performance Management & Quality Assurance
Track and analyze key performance metrics (SLA adherence, error rates, audit outcomes, productivity)
Conduct audits and QC checks on session setup and team outputs
Provide structured feedback and coaching to improve team performance
Drive accountability and ownership within the team
7. Risk Management & Governance
Identify and mitigate operational risks in shared access environments (Zoom, LMS, etc.)
Ensure adherence to…