Education required: Any Graduate / MBA
Experience: 4+ years
Location: Bangalore
About Simplilearn
Simplilearn is part of NY-based Blackstone Group, and helps companies worldwide in their Digital Transformation initiatives. It provides online bootcamp programs through its learning platform and develops digital skills such as AI, Cloud, Cybersecurity, Full Stack, Digital transformation across the workforce. The programs are developed in partnership with top universities (such as MIT, Caltech, Wharton) and industry leaders (IBM, Microsoft, AWS, Meta). More than 400 Fortune 500+ companies subscribe to Simplilearn bootcamps, with some of the leading customers being Dell, HP, Accenture, TCS, IBM, EY, and BCG. It has offices across 10+ countries globally.
Job Summary:
We are looking for a skilled and experienced Program Manager to oversee our operations team and ensure that our learners
receive exceptional support. The Program Manager will oversee managing the teams daily operations, identifying
opportunities for process improvements, and ensuring that our team provides timely and effective support to our learners.
Key Responsibilities:
Oversee the day-to-day operations, including managing schedules and ensuring adequate coverage during peak times.
Monitor team performance metrics and provide regular feedback to team members to drive performance and meet customer satisfaction goals.
Develop and implement effective training programs to ensure that all team members have the skills and knowledge needed to provide exceptional learner experience.
Identify opportunities for process improvements and implement changes to increase efficiency and productivity.
Manage escalated learner issues and provide timely resolution to ensure learner satisfaction.
Collaborate with other departments, such as sales and marketing, to ensure that customer feedback is being used to inform business decisions.
Recruit, train, and develop operations team members to ensure that we have a high-performing team.
Maintain accurate records of customer interactions and ensure that all team members are adhering to company policies and procedures.
Planning and executing live class schedules for learners.
Requirements:
Bachelor’s degree or MBA degree
4+ years of experience in customer operations, with at least 2 years in a leadership role.
Excellent leadership and team management skills.
Strong problem-solving and decision-making abilities.
Excellent communication and interpersonal skills.
Ability to work in a fast-paced, dynamic environment.
Proficiency with salesforce is an added advantage.
Flexibility to work in rotational shifts and WO is a must.
If you meet the qualifications outlined above and are passionate about providing exceptional customer experience, we encourage you to apply for this exciting opportunity as a Program Manager with Simplilearn