Working Days: 5 days per week (Rotational, including weekends)

Shift Timings: Rotational US shifts – 7:30/8:30 PM–4:00/5:00 AM IST or 4:00/5:00 AM–2:30/3:30 PM IST

Role Overview

Responsible for the end-to-end operational performance and learner success of the USPG portfolio. The role involves program launches, cohort optimization, session delivery, learner support, learner progression, team management and continuous operational improvement.

Key Responsibilities

- Manage program launches and ensure operational readiness across onboarding, LMS setup, schedules, communications and session delivery.
- Optimize cohort sizes, scheduling, trainer availability and resource utilization.
- Oversee session delivery, attendance, trainer performance and learner feedback.
- Manage learner support, escalations and resolution of issues within defined service levels.
- Monitor learner engagement, progression, assessments and completion; drive interventions for at-risk learners.
- Lead and manage teams, monitor performance, allocate resources and ensure adherence to SOPs.
- Analyse operational dashboards,



learner feedback and performance metrics to identify gaps and drive improvements.
- Collaborate with cross-functional teams including Product, Curriculum, Academic Operations, Technology and Support.

Required Skills & Qualifications

- Bachelor's degree required; Master's degree preferred.
- Experience in Program Management, Learner Success, Customer Experience or Operations.
- Experience in team management, operational targets and service-level management.
- Robust analytical, problem-solving and stakeholder management skills.
- Excellent communication and conflict-resolution skills.
- Familiarity with Salesforce, Slack, LMS, Zoom, spreadsheets and dashboards.
- Experience in EdTech, online learning or higher education is preferred.

Key Performance Indicators

- Program and cohort launch readiness.
- Learner satisfaction, NPS and CSAT.
- Support performance (FRT, TAT and SLA adherence).
- Session delivery and attendance.
- Learner engagement, progression and completion rates.
- Team productivity and operational efficiency.

📌 Program Manager – Learner Success (Bengaluru)
🏢 Simplilearn Solutions Private
📍 Bengaluru