Operations Analyst — Customer Success

2 weeks ago

Hyderabad, Telangana, India The Kaizen Project Full time ₹ 9,00,000 - ₹ 12,00,000 per year

ABOUT THE ROLE

Own day-to-day operations for one or more colleges. You'll run onboarding, keep the program moving through every step, provide responsive support, and channel feedback to improve the product and experience.

WHAT YOU'LL DO


• Onboarding & Orientation: Run student trainings and introductions to the platform, program objectives, and transformation journey.


• Daily Program Ops: Ensure every step is executed via product; use offline workflows only when needed and close the loop back in product.


• Dedicated Support: Operate clear student channels (WhatsApp/Slack/email), meet SLAs, triage and resolve issues, escalate when needed.


• Feedback Loops: Run surveys, 1:1s, and campus sessions; capture product/value feedback and share structured insights.


• Reporting: Maintain daily/weekly dashboards (attendance, progress, completion, skill improvement); highlight risks and next actions.


• Relationships: Be the primary on-ground contact for assigned colleges and student cohorts.

SUCCESS METRICS


• Student NPS; College NPS


• Skill improvement (% of gap covered)


• SLA adherence (response/resolution times)


• Cadence to SOPs and deliverables


• Volume/quality of student interactions and interventions


• Quality of inputs to Product

MUST-HAVES


• 1–3 years in operations/program management/support (campus engagement a plus).


• Outcome-first mindset; hardworking, patient, and reliable—meets commitments.


• Process discipline with an eye for efficiency; basic data skills (Sheets/Excel).


• Strong communication (verbal + written); ability to build rapport with students.


• Willingness to travel to campuses and work flexibly during events.

NICE-TO-HAVE


• Experience with CRM/ticketing systems, survey tools, Google Workspace; basic automation (Forms/AppScript) is a plus.

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