Associate Operations Manager

ApplyBoard India Private Limited; Gurgaon; On-site; INR 600,000 - 800,000; Full time

Job summary

ApplyBoard India Private Limited in Gurgaon is seeking an Associate Operations Manager to oversee the daily operations of the customer experience team. The role involves ensuring tasks are completed efficiently and KPIs are met while coaching and mentoring team members.

The ideal candidate will bring strong operational ownership, excellent communication skills, and a data-driven mindset to the role. This position requires 3-4 years of experience in customer experience and the ability to work in a fast-paced environment.

Qualifications

• 3-4 years of experience in customer experience or account management.
• Skilled in relationship management, process optimization, and performance coaching.
• Ability to work independently and as part of a team.

Responsibilities

• Oversee daily operations of the admissions team.
• Monitor performance and ensure KPIs are met.
• Provide coaching and support for team members.

Skills

Operational ownership

Data-driven mindset

Cross-functional team leadership

Relationship management

Process optimization

Performance coaching

Attention to detail

Excellent communication

Interpersonal skills

Adaptability under pressure

Education

Associate's Degree (Bachelor's Degree preferred)

Tools

Jira

Job description

ApplyBoard simplifies the study abroad application process by connecting international students, advisors, and educational institutions on one personalized platform.

The Opportunity

The Associate Operations Manager oversees the daily operations of the customer experience team, ensuring tasks are completed efficiently and KPIs are met. The role involves coaching and mentoring team members, monitoring performance, and providing guidance on complex admissions issues while ensuring accurate and timely application processing.

What You Will Be Doing Everyday

Team Oversight & Leadership

Oversee the daily operations of the admissions team to ensure effective workflow and task completion.

Monitor team performance to ensure KPIs are met and team goals are achieved.

Create and share progress reports with the PSM.

Provide coaching, mentoring, and training to support the ongoing development of individual team members and the team as a whole.

Assist the team members by ensuring requirements are clear and accurate for each school and that any changes are implemented accordingly.

Manage team application assignments and workload to ensure all priority tasks are being completed.

Training & Knowledge Sharing

Provide support in the onboarding and training of new and existing team members.

Ensure all training materials are regularly reviewed and updated to reflect current processes.

Provide expert knowledge and act as a resource for team members navigating complex admissions issues.

Escalation Management

Support and monitor application-level escalations from Sales and Customer Support.

Support the resolution of process-related and application-specific escalations, such as portal issues, program changes, and resubmissions.

Serve as the go-to escalation point for outlier or sensitive applications and relationship disturbances.

Manage and take timely, appropriate action on Jira escalation tickets.

Process Documentation & Optimization

Perform Road Runner and Submission RPA (Robotic Process Automation) manual tasks when required.

Ensure accurate and timely processing of applications using relevant systems and workflows.

Assist in documenting and maintaining standard operating procedures for admissions processes.

Analyze application rejections in collaboration with internal stakeholders and partner schools; identify trends and recommend improvements.

Track and monitor the success rate of automation tools; identify areas for improvement and work with relevant teams to implement enhancements.

What You Bring to the Table

• Strong operational ownership and data‑driven mindset.
• Ability to lead cross‑functional teams toward common enrollment goals.
• Skilled in relationship management, process optimization, and performance coaching.
• 3‑4 years of experience in customer experience or account management.
• High attention to detail, especially in fraud detection and quality assurance.
• Familiarity with performance dashboards, Jira, and reporting systems.
• Minimum Associate's Degree (Bachelor's Degree preferred).
• Excellent adaptability to work under pressure, deliver high‑quality work, and meet tight deadlines.
• Excellent communication and interpersonal skills.
• Ability to collaborate with internal teams and external partners.
• Ability to work independently and as part of a team.
• Ability to work flexible hours to support global operations and stakeholder needs.

Accessibility and Accommodations

ApplyBoard welcomes applications from people with disabilities. Accommodations are available upon request for candidates in all aspects of the hiring and selection process.