Senior Operations Associate

Job Description :
Role Overview: We are looking for a Senior Operations Associate who is passionate about student success and has the operational muscle to manage multiple live cohorts simultaneously. You will own the end-to-end student experience from onboarding through placement readiness while driving process improvements and crossfunctional coordination.

Key Responsibilities :
Student Experience Relationship Management
Own the end-to-end learning journey and batch outcomes driving timely interventions tailored to each batchs dynamics
Act as the primary POC for students across active cohorts handling queries, escalations, and blockers with empathy and urgency
Conduct regular check-ins with at-risk students (low attendance, stalled projects, low engagement) and execute personalised intervention plans
Own student NPS/CSAT for assigned batches identify detractors early and close feedback loops proactively
Drive smooth onboarding for new cohorts: orientation, LMS access, mentor introductions, and first-week engagement

Multi-Cohort Project Management
Simultaneously manage operations across 5 10 active cohorts at different lifecycle stages (onboarding learning project placement-prep)
Track weekly cohort health attendance %, project clearance rates, session completion using dashboards and ops trackers
Coordinate with Academic Leads, Mentors, and Placement teams to ensure milestone handoffs are on time Flag cohort-level risks proactively and present action plans to the AM / Program Manager
Drive execution of special projects: process audits, cohort retrospectives, tooling rollouts, and ops experiments

Data, Reporting Process Excellence
Maintain real-time ops data on Google Sheets / Excel cohort trackers, project clearance dashboards, weekly reports
Generate insights from ops data to flag trends (project drop-off, batch-wise NPS dips) and recommend corrective actions
Build and improve SOPs for recurring cohort activities escalation matrix, intervention playbooks, onboarding checklists
Identify automation opportunities (Google Apps Script, AI tools) to reduce manual ops load.

Cross-functional Coordination
Liaise with Academic, Placement, Tech, and Finance teams to resolve student issues and meet SLAs
Coordinate with external stakeholders (mentors, industry partners) for project reviews and placement events Support the AM in team planning, hiring exercises, and onboarding of new associates.

What Were Looking For :
Must-Have
2 4 years in Operations, Customer Success, Account Management, or Program Management
Proven experience managing students, customers, or clients as primary stakeholders
Ability to run multiple projects/cohorts in parallel without losing attention to detail
Strong written and verbal communication including the ability to handle difficult conversations with empathy
. Proficient in Google Sheets / Excel for tracking, reporting, and dashboarding
High ownership mindset you spot problems and act without waiting to be told.

Good to Have
Experience in EdTech, SaaS, or any high-velocity customer-facing operation
Exposure to SQL, Google Data Studio, or Power BI for reporting
Familiarity with NPS / CSAT frameworks and feedback-to-action workflows
Basic knowledge of automation tools (Google Apps Script, Zapier, or AI productivity tools)

What You Get :
High ownership and visibility you run real operations, not support tasks
Clear growth path to Operations Manager with direct AM mentorship
Exposure to AI tools, automation, and data-driven ops practices
A fast-paced, collaborative team that values initiative and experimentation
Competitive compensation + performance-linked incentives

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.