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, current 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.
Solid program management, problem-solving, and stakeholder management skills.
Experience handling complex escalations and high-volume ticket operations.
Solid 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 fast-paced environment.
Experience in Study Abroad, EdTech, or customer-facing operations is preferred

📌 Manager Learner Experience & Program Operations Study Abroad Industrial Area
🏢 upGrad- Study Abroad
📍 Industrial Area