LMS Operations

Darwinbox Digital Solutions Pvt. Ltd.; Gurugram District; On-site; INR 300,000 - 540,000; Full time

Job summary

Masters’ Union is seeking an LMS Operations Associate to own day-to-day operations, user support, and adoption of the Academic Companion / LMS. You will serve as the primary operations POC, resolving administrative queries and driving platform adoption through training and clear self-help resources.

The role focuses on ensuring a premium, friction-free digital journey for students and administration, with SLA-driven response and strong collaboration with the product team.

Qualifications

• 0–1 years of experience in Operations, Customer Success, Technical Support, or EdTech Operations (experience with Learning Management Systems is a strong plus).
• Exceptional written and verbal communication skills, with the ability to explain technical features in a simple, user-friendly manner.
• Comfort with screen-recording and video-editing tools (e.g., Loom, Camtasia, Canva) to create clean, professional video walkthroughs.

Responsibilities

• Acting as the frontline L1/L2 owner for all student and admin queries related to the LMS. Ensure all weekday operational concerns are resolved within established SLA timelines, preventing unnecessary escalations.
• Authoring, updating, and maintaining comprehensive technical support documentation and FAQs for both internal staff and students.
• Producing engaging digital content—including platform walkthroughs, feature demo videos, and guides—to simplify complex workflows for end-users.
• Planning and conducting live training sessions and workshops for students and administrative staff to ensure seamless adoption of new features and tools.
• Tracking common user pain points, manage the feedback loop, and collaborate closely with the Product Manager to highlight areas for platform improvement.

Skills

Communication skills

Written communication

Verbal communication

Tools

Loom

Camtasia

Canva

Job description

Founded in 2020, Masters’ Union is a new-age, industry-led university focused on business, technology, engineering, and entrepreneurship. Built around learning by doing, the institution combines academics with real-world projects, startup building, and global exposure, with the ambition of becoming one of the world’s top business schools and multidisciplinary universities over the next two decades.

Today, Masters’ Union has nearly 3,500 students across undergraduate, postgraduate, and executive programs, with almost half being experienced professionals. Spread across nearly 5 lakh square feet in Gurgaon and Manesar, the institution houses the PwC Center for Generative AI, a Bloomberg Lab, Gurgaon’s premier maker space, AI and robotics infrastructure, advanced bioengineering workshops, and startup incubation spaces, while also expanding into areas such as bioengineering and genetic engineering.

The institution is chaired by Manoj Kohli, former CEO of Bharti Airtel and former Country Head of SoftBank India. Its leadership ecosystem includes Vivek Gambhir, Pankaj Bansal, Sanjiv Bikhchandani, Amitabh Kant, and 30+ other founders, CEOs, investors, and policymakers who contribute to teaching and institution building.

Masters’ Union’s flagship postgraduate program has recorded the highest average salary among MBA-equivalent programs in India, with graduates placed at firms such as Bain & Company, Boston Consulting Group, Google, and Microsoft. The institution has also built one of the country’s strongest student startup ecosystems, with 10+ students pitching on Shark Tank India and 20+ students raising external funding for their ventures, alongside several successful creators and internet entrepreneurs.

About the Role

We are looking for a proactive, LMS Operations Associate to take complete ownership of the day-to-day operations, user support, and adoption of our digital ecosystem (Academic Companion / LMS).

As the primary Operations Point of Contact (POC), you will bridge the gap between our users (students and administration) and the product team. Your core mission will be to ensure a premium, friction-free digital journey for our users by resolving administrative queries, creating clear self-help resources, and driving platform adoption through training and active concern management.

Specifically, this role will involve

• Acting as the frontline L1/L2 owner for all student and admin queries related to the LMS. Ensure all weekday operational concerns are resolved within established SLA timelines, preventing unnecessary escalations.
• Authoring, updating, and maintaining comprehensive technical support documentation and FAQs for both internal staff and students. Content Creation &
• Producing engaging digital content—including platform walkthroughs, feature demo videos, and guides—to simplify complex workflows for end-users.
• Planning and conducting live training sessions and workshops for students and administrative staff to ensure seamless adoption of new features and tools.
• Tracking common user pain points, manage the feedback loop, and collaborate closely with the Product Manager to highlight areas for platform improvement.

Ideal candidate will have

• 0-1 years of experience in Operations, Customer Success, Technical Support, or EdTech Operations (experience with Learning Management Systems is a strong plus).
• Exceptional written and verbal communication skills, with the ability to explain technical features in a simple, user-friendly manner.
• Comfort with screen-recording and video-editing tools (e.g., Loom, Camtasia, Canva) to create clean, professional video walkthroughs.