Program Manager

The Program Manager is responsible for the overall success of Chitkara University's online MBA program. This includes managing student experience, program delivery, vendor relationships, and program performance. The role requires strong analytical, communication, and problem-solving skills, as well as the ability to work independently and as part of a team.

Key Responsibilities:

Program Delivery & Operations

• Manage and oversee the seamless execution of program operations, including schedules, course resources, and student access to learning materials.
• Ensure smooth conduct of exams, assignments, and certification processes by coordinating necessary guidelines and deadlines.
• Communicate clear timelines and updates to students regarding examinations, assignments, and certifications.
• Monitor program platforms (LMS/Portals) to ensure all program resources are available and accessible to students.

Student Support & Satisfaction

• Address and resolve student queries related to:
• Exams : Clarify schedules, guidelines, and exam-related queries.
• Assignments : Provide updates on submission guidelines, deadlines, and grading processes.
• Certifications : Assist with certification eligibility, issuance, and other related queries.
• Resources : Ensure students have access to the required course materials, reading resources, and support documents.
• Act as the escalation point for unresolved queries while ensuring counselors provide timely and empathetic solutions.
• Develop FAQs and resource documentation to address common student concerns.
• Conduct regular feedback surveys to assess student satisfaction and take corrective actions as needed.

Student Retention & Engagement

• Monitor student progress and proactively identify students at risk of dropping out based on engagement metrics (e.g., attendance, assignment submissions, login frequency).
• Design and implement strategies to improve student retention, including personalized check-ins, reminders, and motivational communications.
• Collaborate with academic and counseling teams to provide targeted interventions for underperforming students.
• Track retention KPIs such as churn rates, course completion rates, and re-enrollment rates, and prepare actionable insights to improve retention.
• Foster a community-driven learning environment by organizing peer interactions, live sessions, and discussion forums to increase engagement.

Team Management

• Supervise, train, and mentor counselors to efficiently manage student communication and queries.
• Assign and monitor counselor KPIs, including response time, query resolution rate, and student satisfaction scores.
• Regularly review counselor performance and implement strategies to improve service delivery.

Exams, Assignments & Certification Coordination

• Collaborate with relevant teams to ensure examinations, assignments, and certifications are conducted as per defined timelines.
• Track student performance and address queries related to results, certification processes, and any discrepancies.
• Ensure smooth communication of all exam schedules, assignment deadlines, and updates to students.

Reporting & Process Improvement

• Prepare and analyze reports on program performance, exam outcomes, and student satisfaction metrics.
• Identify gaps in processes related to exams, assignments, and resource accessibility, and implement improvements.
• Work with technical and operations teams to resolve platform or resource-related issues.
• Create dashboards to track key student retention KPIs, including enrollment, engagement, and completion trends.

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