Role Summary

You will own post-sales operations end to end for one of our core products, from the moment a customer enrols to the moment they are settled abroad. The customer journey runs across training, documentation, placement and visa teams. You are the single owner who makes it work as one journey, on time and at the promised quality.

This is a cross-functional ownership role. You will drive outcomes through teams and external partners, and you will be accountable for completion, turnaround time and customer experience across the full lifecycle.

Responsibility:

Program management

- Map the end-to-end journey, define SOPs and set a clear SLA for every stage
- Run a single tracker of every customer's stage, owner and next action
- Identify bottlenecks and drop-off points, then fix the root cause with the owning team
- Run weekly reviews across training, placement, visa and customer success

Customer experience

- Set the communication cadence so customers always know their status and next step
- Own escalations, complaints and refund cases through to closure
- Coordinate payment milestones and EMI follow-ups with finance
- Track customer satisfaction and turn feedback into process changes

Reporting and improvement

- Publish a weekly dashboard on funnel health,



SLA adherence and at-risk customers
- Work with product and tech to automate manual steps in the LMS, app and CRM
- Manage external partners and vendors against agreed timelines and quality standards

Success Metrics

- Journey completion rate, from enrolment to arrival
- Stage-wise drop-off and turnaround time
- SLA adherence across teams and partners
- Customer satisfaction (NPS or CSAT)
- Escalation volume, resolution time and refund rate

Requirements :

Must have

- 2-4 years in program management, customer success or post-sales operations
- Proven end-to-end ownership of a multi-stage customer journey
- Experience driving cross-functional teams without direct authority
- Robust data skills: Excel or Google Sheets, dashboards and funnel analysis
- Clear written and verbal communication, including with distressed customers
- Comfort with SOPs, SLAs and process design

Good to have

- Background in edtech, Study Abroad, overseas education, staffing or healthcare services
- Exposure to international partners or cross-border processes
- Experience with CRM, LMS or workflow automation tools
- PMP or similar certification, or an MBA

📌 Program Manager (Bengaluru)
🏢 NextNation
📍 Bengaluru