Job Description

About Emeritus

Emeritus is committed to teaching the skills of the future by making high-quality education accessible and affordable to individuals, companies, and governments around the world. It does this by collaborating with more than 50 top-tier universities across the United States, Europe, Latin America, Southeast Asia, India and China. Emeritus’ short courses, degree programs, professional certificates, and senior executive programs help individuals learn new skills and transform their lives, companies and organizations. Its unique model of state-of-the-art technology, curriculum innovation, and hands-on instruction from senior faculty, mentors and coaches has educated more than 250,000 individuals across 80+ countries. Founded in 2015, Emeritus, part of Eruditus Group, has more than 2,000 employees globally and offices in Mumbai, Current Delhi, Shanghai, Singapore, Palo Alto, Mexico City, New York, Boston, London, and Dubai. Following its $650 million Series E funding round in August 2021, the Company is valued at $3.2 billion, and is backed by Accel, SoftBank Vision Fund 2, the Chan Zuckerberg Initiative, Leeds Illuminate, Prosus Ventures, Sequoia Capital India, and Bertelsmann.

Job Title: Assistant Manager – Process Excellence & Escalation Management

Department: Service Delivery / Operational Excellence

Reports to:Associate Director /Senior Manager – Process Excellence

Role Overview

We are looking for a relentless change agent to lead our Process Re-engineering and Automation initiatives. As the AM – Process Excellence, you won't just suggest improvements—you will diagnose systemic failures, design robust risk-mitigation strategies, and act as the bridge between manual operations and high-tech automation. You are the custodian of our "Error-Free" vision.

You will also lead the Escalation Management Desk, turning every crisis into a systemic process improvement.

Key Responsibilities

1. Process Re-engineering & Risk Mitigation

- Analyze existing Service Delivery workflows and conduct end-to-end Process Re-engineering to eliminate waste and non-value-adding steps.





- Perform FMEA (Failure Mode and Effects Analysis) to proactively identify and mitigate risks before they impact the end-user experience.

- Identify process risks both pre- and post-redesign to ensure no new gaps are introduced during transitions.

- Map inter-process dependencies across cross-functional teams and define CTQs (Critical to Quality) and formal definitions for all core delivery processes.

2. Automation & "Error-Proofing" Architecture

- Identify opportunities for Poka-Yoke (Error Proofing) through technology and system logic.

- Draft comprehensive Business Requirement Documents (BRD) and define precise Business Rules for the Service Delivery Project and Automation teams.

- Actively provide inputs to the Quality Control (QC) team to design and conduct targeted audits for errors that cannot be technologically error-proofed.

- Prepare formal Change Management Proposals in discussion with cross-functional teams to enable smooth automation rollouts and organizational shifts.

3. Escalation Management Desk & Error Intelligence

- Lead the Escalation Management Desk, ensuring a rapid response mechanism for high-priority/CEO-level escalations.

- This role requires your flexibility in working hours, and abililty to reach out and pacify concerned global learner.

- Maintain a "Process-Wise Error Register" categorized by the root causes observed during escalations across all delivery verticals.

- Maintain a Corrective Action Register and drive structural changes to ensure "Zero Repetition" of identified errors.

- Draft responses and executive summaries for the CEO and key stakeholders regarding sensitive delivery matters.

4. Documentation & Standard Operations

- Take full ownership of the SOP Lifecycle:



Frequently re-draft and update SOPs for respective teams based on the evolving scope of automation and process changes.

- Maintain strict version control for all processes, policies, and SOP documentation.

- Support the ISO team with documentation and facilitation of ISO audits.

Candidate Profile & Qualifications

- Experience: 8–10 years in Process Excellenceor Operations (Service Industry/EdTech experience preferred).

- Education: Bachelor’s/Master’s degree in Business, Engineering, or a related field.

- Certifications: Lean Six Sigma (Green/Black Belt) or PMP.

- Technical Savvy: Proven ability to translate complex operational needs into technical BRDs and automation logic.

- Soft Skills (The "Must-Haves"):

- The courage to put forward logical, data-backed views in any forum, even when challenging the status quo.

- A passion for making tangible change rather than just following a checklist.

- Ability to understand complex challenges and communicate them simply to stakeholders.

- Resilience: Ability to manage a high-pressure Escalation Desk while maintaining a long-term focus on process quality.

Impact of the Role

By merging proactive FMEA with reactive Escalation Management, the AM will:

- Systematically reduce the volume of high-level escalations through structural error-proofing.

- Accelerate the digital maturity of the Overall Service Delivery ecosystem.

- Drive a culture where logic, efficiency, and data outperform "the way we've always done it."

Emeritus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Job Snapshot

Updated Date

22-07-2026

Job ID

Job ID_752

Sub-Department

Learning

Location

Remote- Mumbai, Maharashtra, India

Experience

8 - 10 Years

Employee Type

Permanent

Employee Sub Type

Full time

📌 Assistant Manager - Process Excellence (India)
🏢 emeritus institute of management
📍 India