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Masai

We are looking for a driven and people-focused&nbsp;Operations Manager – Student Operations&nbsp;to lead and manage end-to-end student operations. This role is critical in ensuring a seamless learner experience — from onboarding to program completion — while driving efficiency, accountability, and continuous improvement across all student-facing processes. 
Operations Manager – Student Operations Experience: 2- 4&nbsp;Years Location:&nbsp;Bengaluru
Key Responsibilities
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Own and manage&nbsp;end-to-end student operations, ensuring smooth onboarding, engagement, and retention. Set and drive measurable goals for these areas (e.g., onboarding completion, attendance, engagement, retention) and report progress against quarterly targets.
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Act as the primary point of contact for student-related operational escalations and resolutions, ensuring SLAs are met and root-cause actions are implemented.
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Lead, mentor, and manage a team of operations executives/coordinators; set clear performance KPIs and conduct regular reviews to drive improvement.
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Design, optimize, and document processes to improve student experience and operational efficiency. Prioritize improvements based on impact metrics and implement measurable pilots before scaling.
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Work closely with academic, placement, finance, and support teams to ensure alignment and shared ownership of cross-functional KPIs.
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Track and own key operational metrics and KPIs, including but not limited to: onboarding completion rate, weekly/monthly attendance (%), engagement score (platform interactions or activity rate), program drop-off rate, cohort retention rate, student CSAT/NPS, escalation rate, and average resolution time. Define target values for each KPI and maintain dashboards for weekly and monthly reporting.
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Identify bottlenecks using data-driven analysis and proactively implement scalable solutions; measure impact by comparing pre/post KPI performance and iterate accordingly.
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Ensure timely communication, documentation, and reporting across teams; establish regular cadence for KPI reviews and action-tracking until targets are met.
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Key Skills &amp; Competencies
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Strong people management and stakeholder management skills
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Excellent communication and conflict-resolution abilities
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High ownership mindset with attention to detail
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Ability to work in a fast-paced, high-growth environment
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Strong analytical and problem-solving skills
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Comfortable using dashboards, CRMs, and operational tools
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Preferred Background
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1–3 years of experience in operations, student success, customer success, or program management
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Prior experience in&nbsp;edtech, education, or service-based organizations&nbsp;preferred
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Experience handling large user/student cohorts is a plus
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What Success Looks Like
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Student satisfaction and experience metrics meet defined targets (e.g., average CSAT &gt;= 4.5/5 or NPS &gt;= 20 within 6 months of role start).
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Smooth day-to-day operations with minimal escalations: average time-to-resolution for operational escalations &lt;24 hours and escalation rate &lt;5% of active student issues.
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Well-defined, documented, and scalable operational processes covering the majority of student workflows (e.g., &gt;80% of common workflows automated or documented with defined SLAs).
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Measurable improvements in engagement and retention: increase cohort retention by 5-10 percentage points and reduce program drop-off rate by a measurable margin within the first 6 months; maintain average attendance &gt;=85%.
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High-performing, motivated operations team meeting agreed productivity and quality KPIs (for example, QA score &gt;=90%, on-time task completion &gt;=95%) and clear development plans in place.
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