Operations Manager

Job Title: Operations Manager: NICMAR OnlineFunction: OperationsLocation: MumbaiReports to position: New Initiatives – Growth - HeadTeam Management Role: YesJob PurposeOwn the end-to-end delivery of online programs: onboarding, scheduling, faculty coordination & learner support journey.Ensure high-quality, seamless experiences for every learner.Job OutlineDesign 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 SpecificationKnowledge/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/RelationshipsInternal:· 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 AreaKey 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 cohortAny 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.