Suraasa - Head - Customer Experience (7-10 yrs)

Head - Customer Experience/Program Management

About the role:

Job Type: Full-time, Hybrid

Location: Delhi/NCR, Gurgaon

Experience Required: 7+ Years of relevant experience

Hiring Timeline: Immediate

Job Brief:

- As the Head of Program Management, you will play a pivotal role in ensuring the successful planning, execution, and delivery of key programs within the organization, including the PgCTL program at Suraasa.

- You will lead a team of program managers, work closely with cross functional teams, and maintain a high standard of program delivery that aligns with learner and organizational goals.

Key Responsibilities:

- Program Leadership: Oversee the end-to-end management of key programs, ensuring alignment with organizational goals and learner success. Act as the primary owner of all program timelines, deliverables, and milestones, including the PgCTL program.

- Strategic Planning & Execution: Lead the design and implementation of program strategies and operational frameworks. Ensure all programs are well-structured, on budget, and executed according to timelines, while meeting quality standards.

- Stakeholder Collaboration: Serve as the central point of contact between cross-functional teams, including curriculum development, learner success, instructors, and technical teams. Ensure smooth coordination and communication to drive program success.

- Mentorship & Team Leadership: Manage and mentor a team of program managers, fostering a culture of accountability, continuous improvement, and professional development. Ensure the team is equipped to deliver high-quality programs.

- Risk Management & Problem-Solving: Identify potential risks early in the program cycle and develop mitigation strategies. Quickly resolve challenges that arise, ensuring minimal disruption to program delivery.

- Learner-Centric Focus: Ensure that all programs are learner-centric by integrating feedback and data to refine the learner experience. Advocate for learner needs and ensure alignment between program outcomes and learner goals.

- Continuous Process Improvement: Evaluate existing program management processes, identify areas for improvement, and implement best practices to drive efficiency and effectiveness. Regularly assess program performance metrics to enhance overall impact.

- Communication & Reporting: Regularly update senior management on program progress, challenges, and successes. Provide clear, data-driven reports to ensure transparency and alignment with organizational objectives.

Key Requirements:

Experience:

- 7+ years of experience in program or project management, preferably in an education, EdTech, or customer-centric organization.

- Demonstrated success in managing large-scale programs and leading cross-functional teams.

Leadership:

- Proven track record of leading, mentoring, and developing high-performing teams.

- Experience in managing multiple stakeholders and advocating for both team and learner success.

Communication:

- Outstanding written and verbal communication skills with the ability to influence, motivate, and foster collaboration across teams and at all organizational levels.

Problem-Solving:

- Strong problem-solving and decision-making abilities, with a keen eye for identifying risks and developing creative solutions under pressure.

Learner-Centric Mindset:

- A genuine passion for education and learner success, with a commitment to delivering programs that align with both educational and career objectives of learners.

Tech-Savvy:

- Comfortable using technology platforms and data analytics tools to track program performance, generate insights, and drive continuous improvement.

Company Overview:

Suraasa is a multi-national EdTech company that empowers school teachers by helping them super-charge their career growth and inspire millions of youth to become high-impact, high-achieving, and high-earning motivated teachers.

Winning the trust of some of the most ambitious government bodies in the world, we are one of the very few firms globally contributing to UN SDG 4: target 4.c of Increasing Number of Qualified Teachers to deliver Quality Education's worldwide.

Suraasa is founded by a visionary team of global pedagogy experts, industry's leading technologists, the world's top MBAs, top Management Consultants, and counsellors in the industry

Before launching Suraasa, the passionate team has been recognized as "India's Best Teacher Training Company" award thrice-in-a-row and gained the trust of 75,000+ teachers from 1600+ schools from 21 states of India.

We are looking for the next outstanding person to join our fast-growing team and make millions of teachers and school children smile every day.

Apply now! We can't wait to meet you and start this incredible journey together!