Program Manager

Job Description:

• Own overall engagement/cohort with learners, which includes course completion and satisfaction through scalable process
• Own end to end customer experience and net promoter score
• Innovate and implement scalable process to handhold learners throughout their journey
• Own university relationships through effective planning,execution of the program schedule.
• Be the Voice of the learner and advocate with data to provide feedback to optimize product /system automation Report and provide continued support
• Report customer needs/issues cross-departmentally.
• Manage escalations and respond to learner queries with the right resolution and within SLA.
• Analyse the product performance against customer feedback and maintain product quality
• Perform complex data analysis to identify opportunities and set priorities for various operations metrics.
• Show strong commitment towards goals and outcomes to ensure completion within established time frames.
• Apply skills to resolve complex situations through proactive actions and client interfacing skills
• Be responsible for effective communication and escalation management

Key Responsibilities:

• 3+ years of experience in Customer Success or similar roles involved in increasing customer satisfaction/engagement
• Prior experience in Training and Education is desirable.
• Familiar with working on B2C customers and escalation management
• Very good written and verbal communication skills.
• Detail oriented and analytical.
• Strong team player and a self-starter.
• Thrives in a multi-tasking environment and can adjust priorities on-the-fly.
• Strong cross-functional and team-building skills with an ability to foster creativity, innovation, and integrity within and across multicultural teams
• Customer oriented
• Working exposure in rotational schedules

Desired Profile:

• Graduate in computer engineering
• Knowledge Data and AI domain Ability to relate and understand Python, R and related data science programs
• Experience in managing B2C customer support and operations in EdTech, SaaS, CRM domains
• Knowledge of Salesforce and Intermediate MS Excel Skills

Shift Timing: 5 days (Rotational shift)