The Role ● Own Community Operations strategy, operating model, and roadmap for mentor/SME ecosystem.

● Manage full lifecycle of SMEs/mentors: sourcing, onboarding, training, engagement, performance,retention.

● Build and scale a strong mentor/SME pipeline aligned to business needs.

● Drive capacity planning and forecasting for optimal availability and utilization.

● Track key metrics and SLAs: pipeline health, onboarding TAT, utilization, engagement, retention,quality.

● Improve operational efficiency, scalability, and productivity across the function.

● Design and implement standardized processes, governance, and operating frameworks.

● Partner with Tech/Product to drive automation and system improvements.

● Build and maintain strong relationships with key mentors and SMEs.

● Improve mentor engagement, retention, and overall community experience.

● Lead and develop the Community Operations team; build high-performance culture.

● Build second-line leadership and ensure delegation and succession planning.

● Collaborate with cross-functional teams for seamless program delivery.

● Translate business needs into community capacity and operational plans.

● Drive continuous improvement using data, feedback,



and insights.

● Use analytics to improve quality, productivity, utilization, and CX.

● Establish governance and performance review mechanisms.

● Handle escalations for complex operational and stakeholder issues.

● Represent Community Ops in senior leadership discussions.

● Identify ecosystem trends and evolve strategy and operating model.

● Drive customer-centricity, operational excellence, and continuous improvement Requirements ● 8–12+ years of experience in Community Operations, Talent/Expert Management, EdTech, L&D;, or related fields, with 4+ years in people or functional team management.

● Experience managing SME/mentor or similar expert communities is preferred, along with exposure to pipeline building, capacity planning, and operational processes.

● Solid stakeholder management, analytical thinking, and data-driven decision-making skills, with a proven ability to drive process improvements and operational efficiency.

● Demonstrated people leadership, communication skills, and ability to execute in fast-paced environments with strong ownership and attention to detail.

📌 Senior Manager/AGM- Community Manager (Gurugram)
🏢 Great Learning
📍 Gurugram