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Program Manager
4 weeks ago
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.
Interested Candidate kindly share your CV at aaryaman.khirbat@chitkara.edu.in