Manager - Operations

Manager - Operations Bangalore, UNext Learning Pvt. Ltd.

DESCRIPTION Role: Manager Learner Operations

Key Responsibilities:- Learner Operations Drive learner operations across the post-admission lifecycle with key focus on timely academic readiness. Ensure timely execution of academic activities like LMS readiness for start of academic sessions, live class scheduling, content and recordings uploads. Coordinate with university stakeholders for academic calendars, schedules, content, and operational updates. Monitor operational SLAs and ensure a seamless learner experience.

Learner Support Lead the learner support team handling learner queries and ticket resolution. Drive SLA adherence, resolution quality, CSAT, and first-contact resolution. Analyze support trends, identify root causes, and implement preventive solutions in consultation with other stakeholders.

Process Excellence Improve operational efficiency through process standardization, automation, and workflow optimization. Partner with Product, Technology, and University teams to implement scalable operational improvements. Establish quality controls, performance metrics, and operational dashboards.

Qualifications Education Bachelor's degree required; MBA or equivalent preferred.

Experience Skills 68 years in Learner Operations, Academic Operations, Customer Success Operations, or EdTech. Minimum 3 years of people management experience. Experience managing large operational teams and cross-functional stakeholders; EdTech or Higher Education experience preferred.

Operations and process management Stakeholder and team leadership Workflow automation and continuous improvement LMS, CRM, and ticketing platforms (e.g., Brightspace, Salesforce) •

Data analysis, reporting, and dashboarding • Strong problem-solving, communication, and organizational skills