Operations Manager

1 week ago

New Delhi, India NICMAR Full time

Job Title:Operations Manager: NICMAR Online Function:Operations Location:Mumbai Reports to position:New Initiatives – Growth - Head Team Management Role:Yes Job Purpose Own the end-to-end delivery of online programs: onboarding, scheduling, faculty coordination & learner support journey. Ensure high-quality, seamless experiences for every learner. Job Outline Design and optimize SOPs across delivery, engagement, feedback, and career support. Automate and scale systems using tech-driven workflows. Design and optimize SOPs across delivery, engagement, feedback, and career support. Lead cross-functional teams: program managers, academic coordinators, and career advisors as we grow. Build a high-performance, learner-centric culture. Collaborate with placement teams to align learning outcomes with real hiring needs. Enable internships, capstones, and direct hiring pipelines. Work cross-functionally to ensure alignment between analytics insights, business objectives, and marketing execution. Job Specification Knowledge/Education: Bachelor’s degree in marketing, business analytics, statistics, or related field. A Master’s degree or certification in analytics is preferred. Specific Skills: Track learner progress, satisfaction, and placement metrics. Drive continuous improvements with actionable insights. Desirable Experience: 3–8 years in ops or program management (preferably in edtech or University). Comfort with tools & automation. Team leadership experience and a sharp eye for execution. A passion for learner success and industry relevance. Job Interface/Relationships Internal: ·Program Managers– Daily coordination on schedules, cohort tracking, and learner issues. ·Academic Coordinators– For session delivery, faculty calendars, and academic content alignment. ·Career Services Team– To sync program outcomes with placement drives, internships, and employer requirements. ·Technology Team– For LMS, CRM, automation tools, and tech support resolution. ·Admissions & Marketing– For learner onboarding readiness and cohort communication timelines. External: ·Industry Partners & Employers– Coordinating projects, placements, hiring opportunities, and guest sessions. ·EdTech Vendors/Tool Providers– For operational tools, integration support, and system improvements. Key Result Area Key Performance Indicator (KPI) Measure Weightage: · Program delivery timelines adherence: ≥ 95% · Placement rate within 3 months of program end: ≥ 75% · Onboarding satisfaction score (learner/faculty): ≥ 4.5/5 · Average response/resolution time for learner queries: ≤ 24 hours · Team performance review scores: ≥ 4/5 · Internal stakeholder satisfaction score: ≥ 90% · Capstone projects/internships activated per quarter: ≥ 3 · Employer satisfaction score with program alignment: ≥ 4.5/5 · New hiring partnerships created: ≥ 2 per quarter · Operational error/issue rate: ≤ 3% per cohort Any Other Significant Input ·Faculty Performance Feedback Loop– Implement structured evaluations for faculty. ·Scalability Planning– SOPs and workflows for multi-cohort expansion. ·Cohort Health Monitoring– Track engagement, drop-off risks, and intervention needs. ·Risk Management Playbook– Anticipate and mitigate delivery or staffing issues.

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