Senior Product Operations Manager

About ALLEN Overseas:.
ALLEN Overseas is on its path to creating an education system that best develops the generation of tomorrow.
We believe that education has the power to change the world for the better.
As the needs of young minds are continuously evolving, our system's agility to respond and adapt to change provides the best value addition to their journey towards success.
We have established courses for student's innovative learning to ensure that students are fully prepared to join the best universities around the world and compete in the global marketplace.
Our goal is to provide students with the best education to seize opportunities for success in the path they choose..
Students all over the world will be able to experience the ALLEN System's unique teaching and learning models, which will provide them with the right balance of effective learning and academic performance, both in school and in their pursuit of top-tier higher education institutions around the world..
Key Responsibilities:.
Strategy:.
Drive strategic initiatives to enhance our features and its adoption, streamline processes, and optimize resource allocation..
Work closely with engineering as a Product manager at times to experiment, build and enhance student/ admin facing products which will impact sales and student learning.
Collaborate with Business, Engineering, and other cross-functional teams to align product operations efforts with the overall strategy..
Operationalization and Scaleup:.
Operationalization process, including scheduling student conversations for concept testing and managing User Acceptance Testing (UAT) procedures..
Oversee content uploads and scalability efforts to ensure seamless adoption of the product across multiple centers..
Collaborate with cross-functional teams to gather feedback from users and stakeholders, and prioritize feature requests for product improvement..
Establish and maintain strong communication with center heads to ensure consistent adoption and utilization of the product..
Prepare and present regular reports on adoption metrics and operational performance to senior management..
Product Training:.
Develop and execute comprehensive onboarding programs for new teachers, administrators, and faculty members, ensuring a smooth transition to our product..
Create and maintain Standard Operating Procedures (SOPs), usage guides, and training materials to facilitate efficient and effective product utilization..
Coordinate training sessions for new feature launches and updates, enabling users to leverage the full capabilities of the product..
Curate and manage a knowledge repository to empower users with self-service resources..
Product Support:.
Develop and manage a responsive and effective product support system, serving as a central point of contact for all product-related queries..
Provide triage and ticketing support for technical and functional issues, routing complex problems to the appropriate technical support teams..
Identify and gather requirements for new features and improvements based on user feedback and support interactions..
Coordinate with Customer Support to ensure a smooth transition for escalated issues, and initial triage for customer satisfaction..
Oversee app store operations and support, including updates, reviews, and customer interactions..
Requirements:.
5+ years of experience in a fast-paced and dynamic environment..
Edtech exposure is a plus.
Product management experience is a plus.
Strong understanding of products, technology, and industry trends..
Excellent communication and interpersonal skills..
Analytical mindset with the ability to use data to drive decision-making..
Proficiency in project management and process optimization..