Community Program Coordinator

**About Fertility Dost** At Fertility Dost, we empower couples on their preconception journey through education, emotional support, and holistic wellness. Our flagship offering—the **Garbha Sankalp Program (GSP)**—has already transformed the fertility journey for thousands of women. We are now looking for a passionate and detail-oriented **Program Coordinator** to take this impact to the next level. **Why This Role Matters** Infertility is not just a medical condition—it’s an emotional and social challenge. As the **GSP Program Coordinator**, you will be the **backbone of our operations**, ensuring that every woman enrolled in the program feels heard, supported, and guided. This is not just a job—it’s a mission to help women become mothers. **Key Responsibilities**. **Program Coordination & Management** - End-to-end ownership of the GSP cycle: onboarding, scheduling, tracking progress, feedback loop. - Manage day-to-day operations of live sessions, consultations, and follow-ups. - Ensure timely assignment and coordination between mentors, consultants, and customers. 2. **Customer Success & Engagement** - Serve as the single point of contact for program participants. - Proactively follow up with users for milestone check-ins, doubts, and emotional support. - Improve program completion rates and participant satisfaction. - Identify red flags (e.g., dropouts, disengaged users) and implement retention solutions. 3. **Process Excellence** - Build and optimize SOPs for onboarding, communication, and handholding. - Maintain accurate records in CRM/tools for tracking user progress and analytics. - Monitor and ensure SLA compliance for all program deliverables (consults, classes, etc.) 4. **Team Collaboration** - Coordinate with internal departments—sales, marketing, content, medical experts. - Provide feedback to the product/content/operations team based on user insights. - Manage freelance or part-time mentors/coaches within the GSP ecosystem. 5. **User Feedback & Program Improvement** - Collect feedback through surveys, WhatsApp, or calls to identify improvement areas. - Share regular reports on outcomes, testimonials, and NPS. - Work closely with the founder to enhance program content, engagement, and effectiveness. **Key Result Areas (KRAs)** - Completion Rate (Goal: 85%+ users complete full 60-day journey) - Weekly Active Engagement Rate (Goal: 90% participants attend at least 1 activity/week) - Customer Satisfaction Score (Goal: CSAT > 4.5/5) - Retention/Referral Rate (Goal: 25% users refer or upgrade) - Consultant SLA Management (Goal: All consults scheduled within 48 hrs of request) - 2-5 years of experience in program coordination, customer experience, or healthcare support. - Strong empathy and understanding of women's health, especially fertility. - Excellent communication skills (spoken & written) in Hindi and English. - Familiarity with tools like Google Sheets, Zoom, CRM platforms, WhatsApp Business. - Ability to handle sensitive conversations with emotional intelligence. - Passionate about women’s wellness, Ayurveda, or holistic health is a **BIG plus**. **What You'll Get** - Opportunity to create real impact in women’s lives - Fast-paced, mission-driven work culture - Personal growth in program strategy, leadership, and community building - Recognition and visibility as a key team member of a fast-growing health startup **To Apply** Pay: ₹10,000.00 - ₹20,000.00 per month **Benefits**: - Cell phone reimbursement - Paid sick time - Paid time off - Work from home Schedule: - Day shift - Fixed shift Work Location: Remote Expected Start Date: 21/07/2025