Program Manager

3 weeks ago

Mumbai, India IIDE - The Digital School Full time

  • Level: Manager/Senior Manager
  • Open Roles: 3 (Online, Graduate, and Postgraduate Program)
  • Work Timings: 10:00 am - 7:00 pm
  • Working Days: Monday - Friday (2 Saturdays are working; 3 Saturdays are off)
  • Location: Andheri, Mumbai (5 minutes from Railway Station)
  • Work Mode: 100% Work from Campus
  • Reports to: Director of Student Success

Why IIDE:

At IIDE, we are dedicated to creating a supportive and collaborative work environment that promotes professional growth and impactful contributions. As a leading institution in digital education, we offer competitive salaries and numerous opportunities for career development. Join us to be part of a dynamic team focused on shaping the future of digital marketing education and making a significant difference in students' lives.


About the Role:

We have 3 open roles for the position of Program Manager - Student Operations across our Online Programs, Graduate Programs, and Postgraduate Programs. As a Program Manager, you will oversee and manage the end-to-end delivery of programs, ensuring exceptional student experiences and operational excellence. These leadership roles involve collaborating with multiple stakeholders and managing both student satisfaction and team performance.


What You'll Do:

Program Oversight:

  • Oversee program delivery for Online, Graduate, and Postgraduate Programs, ensuring smooth execution from onboarding to graduation.
  • Monitor student satisfaction metrics such as CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score), continuously striving for excellence.
  • Ensure program milestones are met, with a focus on student engagement, retention, and success.

Escalation and Issue Management:

  • Resolve escalations from students, trainers, and stakeholders, ensuring timely solutions and satisfactory outcomes.
  • Manage and supervise daily tasks of the team, ensuring alignment with program goals and organizational standards.

Team Leadership:

  • Lead a team of 5-10 members, fostering a culture of collaboration, accountability, and continuous improvement.
  • Coordinate with academic teams to optimize faculty schedules and ensure resource allocation aligns with program needs and budget.

Academic Event Management:

  • Plan and execute key academic events such as orientations, graduation ceremonies, guest lectures, and project presentations.
  • Maintain balance between internal and external faculty, ensuring quality standards while managing associated costs.

Process and Operational Efficiency:

  • Define and streamline workflows and processes to ensure optimal program delivery.
  • Leverage automation and tools such as ticketing software to manage student queries and improve operational efficiency.

Data-Driven Insights:

  • Monitor attendance, assignment submissions, student feedback, and retention data, implementing strategies based on actionable insights to enhance program delivery and student success.

Stakeholder Collaboration:

  • Collaborate with cross-functional teams, including admissions, placements, and academic leadership, to align efforts and optimize outcomes for students.
  • Support placement activities, aiming for high placement rates and positive career outcomes for students.

Additional Duties:

  • Take on other responsibilities as directed by senior management, ensuring the smooth operation of programs.


Who You Are:

Must-Have:

  • 8+ years of professional experience in a student-facing role, preferably within education or ed-tech.
  • Proven leadership experience in managing teams of 5-10 members, with a track record of achieving collective goals.
  • Strong analytical skills, problem-solving abilities, and experience driving innovative solutions.
  • Exceptional communication and stakeholder management skills.

Should Have:

  • Proficiency in using ticketing software and other operational tools to streamline queries and processes.
  • Experience in process optimization, resource management, and strategy implementation to improve efficiency.

Nice to Have:

  • Certifications or training related to education management, leadership, or process improvement.
  • Additional skills or experience that add value to program delivery and student success.

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