The Central Student Experience Mentor is responsible for managing the student experience for a specific zone from the Bangalore Head Office. They support Primary Mentors at centers across India, ensuring smooth processes and positive outcomes through data-driven actions.
While they don't interact directly with students regularly, they act as a Secondary Mentor to resolve student concerns and keep engagement consistent. If a Primary Mentor is on leave, the
Central Mentor steps in to take over mentorship duties and ensure uninterrupted support.
Key Responsibilities
1. Student Experience Management: Oversee and manage the student experience centrally for the assigned zone through regular collaboration with Primary Mentors.
Monitor and enhance key metrics, including NPS, Mentor Ratings, and timely ticket resolution rates.
2. Secondary Mentorship: Serve as a Secondary Mentor to assigned students, ensuring seamless support and issue resolution.
Take on the responsibilities of a Primary Mentor during periods of absence or long leaves to maintain continuity and prevent disruptions in the student experience.
3. Collaboration with Primary Mentors: Act as the central point of contact & buddies for Primary Mentors, providing guidance, process support, and ensuring alignment with organizational goals.
Facilitate smooth communication and coordination between mentors, parents,
and students when required.
4. Issue Resolution and Student Support: Ensure timely and effective resolution of student queries, escalations, and concerns by collaborating with cross-functional teams.
Proactively track tickets and feedback to identify trends, address gaps, and ensure high service quality.
5. Emergency Coverage: Step in as the students primary point of contact during mentor absences to ensure there are no interruptions in their experience.
Key Metrics for Success: Net Promoter Score (NPS): Ensure consistent improvement in NPS for the assigned zone.
Mentor Ratings: Maintain high mentor ratings by supporting student satisfaction initiatives.
Ticket Resolution Time: Achieve timely resolution of student tickets within SLA timelines.
Continuity Coverage: Seamlessly handle mentorship responsibilities during periods of absence by Primary Mentors.
Qualifications and Skills
Strong communication and coordination skills to manage multiple stakeholders centrally.
Analytical mindset with the ability to use data to drive decisions and improvements.
Prior experience in student mentorship, student engagement, or customer success roles is preferred.
Proficiency in tools for data tracking and ticket management.
Ability to work collaboratively in a fast-paced setting.