Assistant Manager

1 month ago

Mumbai, India IIDE Full time
Job Description

Work Timings: 10:00 am - 7:00 pm
Working Days: Monday - Friday (1st and 3rd Saturdays are working; 2nd, 4th & 5th Saturdays are off)
Location: Andheri, Mumbai (5 minutes from Railway Station)
Work Mode: 100% Work from Office
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:

As the Program Manager at Andheri, you will play a pivotal role in the complete supervision and monitoring of IIDE’s flagship online programs. This role involves multi-stakeholder management and ensuring the best student experience for all programs. You will manage escalations, check key performance indicators, anticipate bottlenecks, and ensure strategic decisions are made to enhance student success.

What You'll Do:

Program Oversight:

  • Monitor the program management team on service and program delivery of all online programs.
  • Oversee the complete student journey, from onboarding and learning to graduation, ensuring a consistently positive and fulfilling experience for all students.

Escalation Management:

  • Manage and resolve student/trainer escalations, ensuring smooth and satisfactory outcomes.
  • Delegate and supervise daily tasks among team members, steering them toward established milestones and the highest standards of student experience.

Team Management and Collaboration:

  • Ensure the delivery team efficiently manages trainer schedules, achieving exceptional feedback scores.
  • Maintain an optimal balance between internal and external faculties while managing associated costs in alignment with management directives.
  • Collaborate closely with the Director of Student Success to devise and implement training processes and strategies for seamless execution of programs/courses while ensuring minimal revenue leakage.

Process Improvement:

  • Define clear deliverables, roles, and responsibilities for the program management team.
  • Research and implement process efficiencies leveraging automation to enhance student efficiency and trainer management.

Data Monitoring and Analysis:

  • Continuously monitor and analyze student attendance, assignment completion, grievances, and retention data, drawing conclusions and implementing practical improvement solutions.
  • Conduct surveys to assess and enhance the overall student experience, refining and upholding exceptional standards.
  • Ensure key academic events like orientation and convocation are planned and executed well.

Additional Duties:

  • Undertake any other reasonable duties within the broad scope of the position as requested by management.
Who You Are:

Must-Have:

  • Minimum of 8+ years of enthusiastic engagement in student-facing roles.
  • Proven leadership experience within ed-tech or student-centric environments.
  • Track record of inspiring and guiding teams of 10-15 individuals towards collective success and growth.
  • Vibrant and optimistic mindset, adept at leveraging analytical skills for creative problem-solving.
  • Demonstrated ability to navigate and resolve challenging situations, ensuring a delightful experience for students at every step.

Should Have:

  • Desired experience or skills related to process improvements, strategies, or other relevant areas.
  • Additional qualifications or knowledge that would enhance performance in the role.

Nice to Have:

  • Additional experiences or skills that are not essential but would be advantageous.
  • Certifications or training that would benefit the role.


Requirements
Qualifications: 7-10 years of experience in student-facing or customer service roles. Preferred age range: 32-40 years. Proven leadership experience in ed-tech or student-centric environments. Successful track record of managing teams of 10-15 individuals. Strong analytical problem-solving skills with a vibrant and optimistic mindset. Demonstrated ability to handle challenging situations and ensure an exceptional student experience. Should Have: Experience in implementing process efficiencies and automation in educational settings. Familiarity with student retention strategies and academic event management. Effective collaboration with cross-functional teams. Nice to Have: Experience in digital marketing education or related fields. Advanced problem-solving skills with a focus on innovative solutions. Additional certifications or training in student management or educational leadership.

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