Job Description

Job Title: Operations Manager: NICMAR Online

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Function: Operations

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Location: Mumbai

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Reports to position: Business Head

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Team Management Role: Yes

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Job Purpose

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- Own the end-to-end delivery of online programs: onboarding, scheduling, faculty coordination & learner support journey.
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- Ensure high-quality, seamless experiences for every learner.
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Job Outline

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- Design and optimize SOPs across delivery, engagement, feedback, and career support.
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- Automate and scale systems using tech-driven workflows.
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- Design and optimize SOPs across delivery, engagement, feedback, and career support.
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- Lead cross-functional teams: program managers, academic coordinators, and career advisors as we grow.
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- Build a high-performance, learner-centric culture.
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- Collaborate with placement teams to align learning outcomes with real hiring needs.
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- Enable internships, capstones, and direct hiring pipelines.
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- Work cross-functionally to ensure alignment between analytics insights, business objectives, and marketing execution.
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Job Specification

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Knowledge/Education:

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- Bachelor's degree in marketing, business analytics, statistics, or related field. A Master's degree or certification in analytics is preferred.
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Specific Skills:

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- Track learner progress, satisfaction, and placement metrics.
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- Drive continuous improvements with actionable insights.
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Desirable Experience:

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- 3–8 years in ops or program management (preferably in edtech or University).
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- Comfort with tools & automation.
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- Team leadership experience and a sharp eye for execution.
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- A passion for learner success and industry relevance.
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Job Interface/Relationships

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Internal:

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- Program Managers – Daily coordination on schedules, cohort tracking, and learner issues.
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- Academic Coordinators – For session delivery, faculty calendars, and academic content alignment.
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- Career Services Team – To sync program outcomes with placement drives, internships, and employer requirements.
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- Technology Team – For LMS, CRM, automation tools, and tech support resolution.
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- Admissions & Marketing – For learner onboarding readiness and cohort communication timelines.
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External:

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- Industry Partners & Employers – Coordinating projects, placements, hiring opportunities, and guest sessions.
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- EdTech Vendors/Tool Providers – For operational tools, integration support, and system improvements.
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Key Result Area

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Key Performance Indicator (KPI) Measure Weightage:

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- Program delivery timelines adherence: ≥ 95%
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- Placement rate within 3 months of program end: ≥ 75%
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- Onboarding satisfaction score (learner/faculty): ≥ 4.5/5
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- Average response/resolution time for learner queries: ≤ 24 hours
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- Team performance review scores: ≥ 4/5
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- Internal stakeholder satisfaction score: ≥ 90%
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- Capstone projects/internships activated per quarter: ≥ 3
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- Employer satisfaction score with program alignment: ≥ 4.5/5
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- Current hiring partnerships created: ≥ 2 per quarter
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- Operational error/issue rate: ≤ 3% per cohort
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Any Other Significant Input

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- Faculty Performance Feedback Loop – Implement structured evaluations for faculty.
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- Scalability Planning – SOPs and workflows for multi-cohort expansion.
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- Cohort Health Monitoring – Track engagement, drop-off risks, and intervention needs.
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- Risk Management Playbook – Anticipate and mitigate delivery or staffing issues.
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📌 Operations Manager (Kurla)
🏢 NICMAR
📍 Kurla