Role Purpose The Chief Operating Officer will be responsible for end-to-end operational leadership of the NGO’s education, skill development, training and testing/assessment centres. The role will translate the organization's strategy into measurable operating plans, ensure consistent quality and performance across centres, drive current initiatives, and establish a strong culture of accountability, execution and data-driven decision making.

The COO will work closely with the CEO and senior management and will be expected to develop, monitor and present OKRs, KPIs, operational dashboards and improvement plans to management/Board.

Key Responsibilities2.

Course

Content &

- Programmer Delivery:3. New Initiatives &
- Programmer Launch:4. OKRs, Performance &
- Management Reporting:5. Quality, Process &
- Continuous Improvement:6. People &
- Financial Management:7.

Stakeholder

Management:Key Deliverables / Success Measures:Qualification &

- Experience:

- Operations &
- Centre Management:
- Lead and oversee operations across multiple education, skill development and testing centres.
- Establish standard operating processes, service standards, controls and performance metrics across centres.
- Monitor center utilization, enrolment, attendance, completion, learner outcomes, quality and productivity.
- Review center performance regularly and drive corrective actions for underperforming centres.
- Ensure optimum utilization of infrastructure, trainers, faculty and other resources.
- Oversee operational implementation of education and skill-development programmers and course content.
- Ensure curriculum, learning material, trainers, infrastructure and assessments are ready before programmer launch.
- Monitor programmer effectiveness and learner outcomes and drive continuous improvement.
- Ensure timely updating of course content based on learner, industry and programmer requirements.
- Lead operational planning and implementation of new programmers, centres and strategic initiatives.
- Develop implementation roadmaps covering people, infrastructure,



technology, content, budget, timelines and quality.
- Establish clear milestones, ownership and accountability for each initiative.
- Evaluate operational feasibility, scalability, cost and expected impact of new initiatives.
- Translate organizational strategy into annual and quarterly OKRs and operational KPIs.
- Establish centre/programmer-level performance dashboards and review mechanisms.
- Conduct monthly/quarterly performance reviews and drive action plans.
- Present OKR performance, operational results, gaps, risks, corrective actions and future plans to CEO, senior management and/or Board.
- Ensure performance management focuses on measurable outcomes rather than activities.
- Establish quality standards and audit mechanisms across centres and programmers.
- Identify operational inefficiencies and implement process improvement and automation.
- Drive root-cause analysis and corrective/preventive actions.
- Ensure appropriate governance, compliance, risk management and documentation.
- Lead and develop Centre Heads, Operations Managers and other operational teams.
- Establish manpower and capacity plans aligned with programmer requirements.
- Drive performance management, accountability and leadership development.
- Prepare and manage operating budgets and monitor cost, productivity and resource utilization.
- Identify opportunities for cost optimization without compromising quality or learner outcomes.
- Work closely with CEO, Board, programmer/content teams, Finance, HR, Technology and other functions.
- Manage relationships with government bodies, CSR/funding partners, educational institutions, industry partners and other stakeholders,



as applicable.
- Represent the organization in programmer and operational discussions.
- Achievement of agreed annual and quarterly OKRs
- Centre-wise operational and quality performance
- Learner enrolment, retention and completion
- Learner/assessment outcomes
- Centre and resource utilization
- Programmer launch timelines and readiness
- Budget adherence and cost efficiency
- Quality and compliance performance
- Successful implementation of new initiatives
- Process improvement and automation
- Management/Board reporting and closure of agreed action items

Essential

- Bachelor's degree in Management, Business Administration, Education, Engineering, Social Sciences or a related discipline.
- 15+ years of professional experience, including 5+ years in a senior operations/leadership role.
- Proven experience managing multiple centres, branches, training facilities, testing centres or geographically distributed operations.
- Demonstrated experience in programmer implementation, people management, budgeting and operational performance management.
- Strong experience in KPI/OKR development, dashboards and management presentations.

Preferred

- MBA/PGDM or Master's degree in Management, Operations, Education or related field.
- Experience in education, skill development, vocational training, assessment/testing, EdTech, NGO/social-impact or CSR-funded programmers.
- Experience in launching new centres/programmers and scaling operations.
- Certification in Project Management, Lean/Six Sigma, OKRs or related disciplines is an advantage.

Core Competencies Strategic &

- Operational:

Strategic planning, multi-Centre operations, programmer management, process design, quality, budgeting and resource optimization. Performance &

- Analytical: OKRs/KPIs, data analysis, dashboards, root-cause analysis and performance improvement.

Leadership: Team leadership, stakeholder management, communication, decision making, change management and execution.

📌 Chief Operating Officer – CSR (Patti)
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