Job Description
Associate Program Manager - Learner Success Program Operations
Location: Bangalore (HSR Layout) Work From Office
Reports To - Senior Manager / Associate Director
Working Days: 5 days/week (Rotational); weekday offs, with weekend availability required
POSITION SUMMARY
US Timing (Rotational) 7:30/8:30 PM to 4:00/5:00 AM IST, or 4:00/5:00 AM to 2:30/3:30 PM IST
We are looking for a dynamic and learner-focused Associate Program Manager to manage the successful delivery of online education programs. The role involves managing end-to-end program operations, driving learner engagement, coordinating with internal and external stakeholders, and ensuring a seamless learning experience for working professionals enrolled in programs associated with global universities.
The ideal candidate should possess strong communication, empathy, and problem-solving skills, along with the ability to collaborate effectively with learners, instructors/faculty, and cross-functional teams.
KEY RESPONSIBILITIES:
- Learner Engagement Experience: Own the learner experience across assigned cohorts by driving engagement and serving as the primary point of resolution for complex learner queries beyond AI and self-service channels.
- Manage learner interactions through emails, tickets, and phone calls, building strong relationships and resolving concerns and escalations with empathy and sound judgment.
- Conduct proactive learner engagement initiatives to improve participation, satisfaction, and program completion.
- Support learners with LMS navigation, program schedules, assignments, and the overall learning experience.
- Gather learner feedback and collaborate with stakeholders to continuously improve program quality.
- Program Delivery Operations: Coordinate and conduct induction sessions for new cohorts.
- Ensure seamless delivery of live online classes, assessments, projects, and learner activities in collaboration with Simplilearn and university instructors.
- Leverage AI-powered learner insights and operational dashboards to identify at-risk learners, personalize interventions, and improve cohort outcomes.
- Monitor learner participation, attendance, completion, and overall program progress, providing proactive interventions wherever required.
- Identify operational gaps and implement process improvements to enhance efficiency and learner experience.
- Track and report key program metrics, including learner satisfaction, attendance, and completion rates.
- Monitor and manage Slack channels across assigned cohorts.
REQUIRED SKILLS QUALIFICATIONS :
- Bachelors degree required; Masters degree preferred.
- 4 8 years of experience in customer success, operations, or online education managing learners directly.
- Experience managing online/live learning programs or executive education programs is preferred.
- Excellent verbal and written communication skills.
- Strong conflict-resolution abilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Exposure to LMS platforms, Zoom, Salesforce, or similar tools.
- Comfortable managing 1:1 and group interactions, in both day-to-day discussions and escalated situations.
KEY SUCCESS METRICS:
- Learner Satisfaction (CSAT/NPS)
- Program completion and retention rates
- Escalation resolution
- Ticket Resolution TAT
- Overall Learner Experience Completion Metrics
- Inductions 100%
GOOD TO HAVE:
- EdTech or Executive Education experience.
- Domain exposure to Data AI (Data Analytics, Data Science, AI/ML, Generative AI, LLMs).
- Domain exposure to Technology programs (Cybersecurity, Cloud, DevOps, UI/UX, Software Development, etc.).
- Experience managing US/global learners and working across different time zones.
- Familiarity with LMS platforms and learner engagement tools (Salesforce, Slack, Zoom, AI tools)