Manager- Learner Experience & Program Operations- Study Abroad
Manager – Learner Experience & Program Operations
Role Overview We are looking for an execution-oriented Manager to lead learner support operations, manage a team of approximately 10 members, handle critical escalations, and drive key program funnels within the Study Abroad business.
Key Responsibilities - Lead and manage the team responsible for learner tickets, escalations, and overall service delivery. - Own key operational metrics including CSAT, ticket reopen rate, response time, resolution time, SLA adherence, and backlog. - Handle complex and high-risk escalations, including potential legal, law-enforcement, and reputational cases, ensuring timely resolution and appropriate stakeholder involvement. - Manage assigned program funnels, identify bottlenecks and critical cases, and drive timely learner progression and business outcomes. - Analyze ticket and escalation data, categorize cases by severity and risk, and drive root-cause analysis and corrective actions. - Prepare dashboards, reports, and business reviews to present performance, trends, risks, and action plans to leadership.
Drive process improvements, new initiatives, and enhancements to internal tools and workflows. - Collaborate with cross-functional teams to resolve dependencies and improve learner experience. Skills & Experience - 6–10 years of experience in Operations, Program Management, Customer Experience, or Learner Experience roles. - Strong people management experience with the ability to lead and develop teams. - Strong program management, problem-solving, and stakeholder management skills. - Experience handling complex escalations and high-volume ticket operations. - Strong analytical and reporting skills with proficiency in Excel/Google Sheets and dashboards. - Ability to drive operational KPIs, process improvements, and cross-functional initiatives in a fast-paced environment. - Experience in Study Abroad, EdTech, or customer-facing operations is preferred
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