Operation Support Manager

2 weeks ago

Kurla Mumbai Maharashtra, India National Institute of Construction Management and Research(NICMAR) Full time ₹ 4,50,000 - ₹ 6,00,000 per year

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.

Job Type: Full-time

Pay: ₹35, ₹50,000.00 per month

Benefits:

  • Paid time off
  • Provident Fund

Work Location: In person

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