Operations Manager

Job DescriptionJob Title: Operations Manager: NICMAR Online Function: Operations Location: Mumbai Reports to position: Business Head Team Management Role: Yes Job Purpose Own the end-to-end delivery of online programs: onboarding, scheduling, faculty coordination & learner support journey. Ensure high-quality, seamless experiences for every learner. Job Outline Design and optimize SOPs across delivery, engagement, feedback, and career support.

Automate and scale systems using tech-driven workflows. Design and optimize SOPs across delivery, engagement, feedback, and career support. Lead cross-functional teams: program managers, academic coordinators, and career advisors as we grow.

Build a high-performance, learner-centric culture. Collaborate with placement teams to align learning outcomes with real hiring needs. Enable internships, capstones, and direct hiring pipelines.

Work cross-functionally to ensure alignment between analytics insights, business objectives, and marketing execution. Job Specification Knowledge/Education: Bachelor’s degree in marketing, business analytics, statistics, or related field. A Master’s degree or certification in analytics is preferred.

Specific Skills: Track learner progress, satisfaction, and placement metrics. Drive continuous improvements with actionable insights. Desirable Experience: 3–8 years in ops or program management (preferably in edtech or University).

Comfort with tools & automation. Team leadership experience and a sharp eye for execution. A passion for learner success and industry relevance.

Job Interface/Relationships Internal: · Program Managers – Daily coordination on schedules, cohort tracking, and learner issues. · Academic Coordinators – For session delivery, faculty calendars, and academic content alignment. · Career Services Team – To sync program outcomes with placement drives, internships, and employer requirements. · Technology Team – For LMS, CRM, automation tools, and tech support resolution. · Admissions & Marketing – For learner onboarding readiness and cohort communication timelines. External: · Industry Partners & Employers – Coordinating projects, placements, hiring opportunities, and guest sessions. · EdTech Vendors/Tool Providers – For operational tools, integration support, and system improvements. Key Result Area Key Performance Indicator (KPI) Measure Weightage: · Program delivery timelines adherence: ≥ 95% · Placement rate within 3 months of program end: ≥ 75% · Onboarding satisfaction score (learner/faculty): ≥ 4.5/5 · Average response/resolution time for learner queries: ≤ 24 hours · Team performance review scores: ≥ 4/5 · Internal stakeholder satisfaction score: ≥ 90% · Capstone projects/internships activated per quarter: ≥ 3 · Employer satisfaction score with program alignment: ≥ 4.5/5 · New hiring partnerships created: ≥ 2 per quarter · Operational error/issue rate: ≤ 3% per cohort Any Other Significant Input · Faculty Performance Feedback Loop – Implement structured evaluations for faculty. · Scalability Planning – SOPs and workflows for multi-cohort expansion. · Cohort Health Monitoring – Track engagement, drop-off risks, and intervention needs. · Risk Management Playbook – Anticipate and mitigate delivery or staffing issues.