Program Manager
1 week ago
- 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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