Manager – Learner Experience & Program Operations

Role Overview We are looking for an execution-oriented Manager to lead learner support operations, manage a team of approximately 10 members, handle critical escalations, and drive key program funnels within the Study Abroad business.

Key Responsibilities - Lead and manage the team responsible for learner tickets, escalations, and overall service delivery.

- Own key operational metrics including CSAT, ticket reopen rate, response time, resolution time, SLA adherence, and backlog.
- Handle complex and high-risk escalations, including potential legal, law-enforcement, and reputational cases, ensuring timely resolution and appropriate stakeholder involvement.
- Manage assigned program funnels, identify bottlenecks and critical cases, and drive timely learner progression and business outcomes.
- Analyze ticket and escalation data, categorize cases by severity and risk, and drive root-cause analysis and corrective actions.
- Prepare dashboards, reports, and business reviews to present performance, trends, risks,



and action plans to leadership.

Drive process improvements, new initiatives, and enhancements to internal tools and workflows.

- Collaborate with cross-functional teams to resolve dependencies and improve learner experience. Skills & Experience - 6–10 years of experience in Operations, Program Management, Customer Experience, or Learner Experience roles.
- Strong people management experience with the ability to lead and develop teams.
- Strong program management, problem-solving, and stakeholder management skills.
- Experience handling complex escalations and high-volume ticket operations.
- Strong analytical and reporting skills with proficiency in Excel/Google Sheets and dashboards.
- Ability to drive operational KPIs, process improvements, and cross-functional initiatives in a rapid-paced environment.
- Experience in Study Abroad, EdTech, or customer-facing operations is preferred

📌 Learner Experience Program Operations Manager (Noida)
🏢 upGrad- Study Abroad
📍 Noida