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Job Description & How to Apply Below
Designation
- Operations Manager (Program Management & Delivery)
BU
- Working Professional
Location
- Mumbai (Andheri-Marol)
Salary- 8-10 LPA
Shift Details
- Mon - Fri (Work From Office) & Sat (Work From Home)
About the Role
The 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 :
1. 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.
2. Learner Experience & Outcomes
- 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.
3. 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.
4. 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.
5. 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.
6. Success Metrics
- Learner NPS / CSAT
- Program retention & completion rates
- SLA adherence & delivery accuracy
- Cost efficiency & team productivity
- Completion rates
- Live Session ratings
Eligibility & Experience
- 6–10 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
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