Job Title

Designation- Operations Manager (Program Management & Delivery)BU- Working ProfessionalLocation- Mumbai (Andheri-Marol)Salary- 8-10 LPAShift Details- Mon - Fri (Work From Office) & Sat (Work From Home)About the RoleThe Manager – International Delivery is accountable for execution excellence across international programs, ensuring high learner satisfaction, strong completion outcomes, and efficient delivery at scale. The role leads a team of Program coordinators / Delivery Executives and partners closely with universities and internal stakeholders to deliver predictable, high-quality program experiences for global learners.Roles & Responsibilities:1. Program Delivery & Quality- Own end-to-end delivery of assigned international programs across cohorts. - Ensure adherence to academic calendars, SLAs, and partner commitments. - Proactively identify and resolve delivery risks and learner escalations.2. Learner Experience & Outcomes- Act as the experience owner for global learners across programs. - Drive key metrics: NPS, CSAT, attendance, retention, and completion. - Ensure timely and effective resolution of academic and operational issues.3. Team Leadership- Lead, coach, and performance-manage a team of Program Managers / Delivery Executives. - Drive role clarity, accountability, and productivity benchmarks. - Build a learner-first, outcome-oriented team culture.4. Operational Efficiency & Cost- Improve delivery efficiency through better planning, process standardisation, and automation. - Support scale without proportional increase in cost or errors. - Track delivery cost and productivity metrics.5. Stakeholder Management- Act as delivery SPOC for international university partners. - Collaborate with Sales, Marketing, Admissions, Faculty Ops, Tech, LMS, and Finance teams. - Provide structured updates and manage escalations.6. Success Metrics- Learner NPS / CSAT - Program retention & completion rates - SLA adherence & delivery accuracy - Cost efficiency & team productivity - Completion rates - Live Session ratingsEligibility & Experience- 6–10 years of experience in program delivery, operations, or academic services. - Minimum 2 years of people management experience. - Exposure to international learners/customers, global time zones, or university partnerships preferred.Key Skills- Strong execution and problem-solving mindset - Proven people leadership and stakeholder management - Data-driven decision-making - Clear communication and ownership mindset - Strong MS Excel skills - Strong written and verbal communication skillsWho Should Apply- High-performing individual contributors ready to scale impact through people leadership - Current delivery leaders seeking broader program and stakeholder ownership - Candidates passionate about building world-class learner experiences globally