Role: Senior Program Manager – Helpdesk Operations, Patna, Bihar Experience: 3+ Salary: 6-7 LPA About the role: The Senior Program Manager – Helpdesk Operations is responsible for managing and optimising the end-to-end scholarship lifecycle, including application processing, verification, selection, and disbursement. The role focuses on strengthening operational systems, ensuring data-driven decision-making, and enabling effective coordination across students, scholarship providers, mobilisers, and internal teams to improve programme efficiency and scale. Stakeholder Collaboration: As the Senior Program Manager – Helpdesk Operations, you will work closely with: Scholarship Helpdesk Agents to ensure timely completion of due diligence and application lifecycles. Field Outreach Teams to coordinate with partner schools, colleges, and NGOs. Monitoring, Learning & Evaluation (MLE) teams to support impact assessments and operational insights. Data & Technology Teams to ensure data integrity and smooth functioning of CRM systems, calling software, dashboards, chatbots,



and application portals. Leadership Teams to provide real-time reporting, transparency, SLA tracking, and business intelligence reports. Key Responsibilities 1. Self-Learning & Continuous Improvement Stay updated on government and private scholarship schemes and student learning opportunities. Strengthen understanding of programme operations, monitoring, and data management practices. Explore and pilot open-source software solutions for automation, customer service, dashboards, and operational systems. 2. Team Leadership Lead and manage a team of interns, Program Associates, and Senior Program Associates. Foster accountability, efficiency, and continuous improvement within the team. Assign tasks, monitor workloads, and ensure productivity targets are met. Conduct regular feedback sessions, training programmes, and performance reviews. Support hiring, onboarding, and capacity building of current team members. 3. H

📌 Senior Program Manager – Helpdesk Operations (Bihar)
🏢 Ground Zero
📍 Bihar