Customer Support Operations Manager

4 weeks ago

Bengaluru Karnataka India, Karnataka SkilloVilla Full time

● Own end-to-end success of learners for assigned cohorts throughout their journey -

Onboarding, Learning, Certification, and Placement.

● Plan program timelines, manage capacity, and ensure cohorts meet learning and placement

KPIs.

● Conduct orientation and induction sessions to set learner expectations and drive

engagement.

● Create visibility into learner progress and proactively address challenges or drop-offs.

● Collaborate closely with Curriculum, Instructor, Student Success, Admissions, and Placement

teams to streamline program delivery.

● Ensure SLA adherence and quick resolution for all learner queries through strong

coordination and ownership.

● Maintain high customer satisfaction and NPS through empathy-driven interactions and

process excellence.

● Track and analyze key data points such as attendance, assignment completion, assessment

performance, NPS, and placement funnel metrics.

● Conduct weekly cohort reviews and present insights to leadership for continuous

improvement in learner experience and outcomes.

● Build, implement, and maintain SOPs for all key processes across the learner lifecycle.

● Define escalation paths, quality benchmarks, and standard delivery practices to ensure

consistency across cohorts.

● Train and monitor the customer success and support teams to maintain quality and

empathetic communication standards.

● Partner with hiring partners, corporate recruiters, and placement teams to align placement

outcomes, timelines, and feedback loops.

● Ensure learners are job-ready with strong resumes, LinkedIn profiles, and mock interview

preparation.

● Track placement metrics, drive conversions, and report success rates regularly.

● Oversee classroom logistics, student communications, and on-ground execution for smooth

cohort operations.

● Handle escalations and crisis situations with composure and problem-solving skills.

● Maintain a strong online reputation and testimonials through positive learner engagement

and feedback.

● Identify and develop new initiatives or alternate revenue streams that enhance the learner

experience or organization growth


  • CTC Range: ₹12 to ₹15 Lakhs per annum, based on experience and qualifications.


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