Manager, Advocate Enablement – Student Advocacy Team (SAT)

Chegg Inc.

New Delhi

On-site

INR 1,200,000 - 2,000,000

Full time

14 days+

Application generator

Stand out for this role — generate a tailored resume and cover letter in about a minute.

Get past ATS filters

Job summary

Chegg Inc. is seeking a Manager for Advocate Enablement within its Student Advocacy Team. The role involves leading training strategies and quality assurance processes to enhance customer service delivery across various channels. Candidates should possess strong project management skills and a deep understanding of adult learning principles, aiming to ensure effective training and exceptional customer experiences.

Qualifications

5+ years experience in contact center operations required.
Strong understanding of adult learning principles and instructional design methodologies.
Outstanding written and verbal English communication skills.

Responsibilities

Develop comprehensive training strategy for new hire onboarding.
Establish quality monitoring frameworks to evaluate advocate performance.
Collaborate with operations managers and product teams.

Skills

Training Program Development

Quality Assurance

Data Analysis

Communication

Project Management

Education

Bachelor's degree in Education, Human Resources, Business Administration

Tools

Learning Management Systems

Quality Monitoring Tools

Job description

Manager, Advocate Enablement – Student Advocacy Team (SAT)

Get AI-powered advice on this job and more exclusive features.

Role:

Location: India

Reports to: Director of Customer Care Operations (India)

Role Overview: As the Manager of Advocate Enablement, you will lead our integrated approach to advocate development, quality assurance, and knowledge management to enable exceptional customer support delivery. You will set the strategic direction and requirements for training curricula, quality monitoring programs, and knowledge resources that will be used by our BPO partners, ensuring consistent service excellence across all support channels.

Team Overview: Chegg’s Customer Care Team, known internally as The Student Advocacy Team (SAT), is a B2C support organization dedicated to providing outstanding support experiences when students need help with our products and services. We aim to deliver high-quality, transparent and convenient support experiences at scale to millions of students.

Responsibilities:

Training Strategy and Curriculum Design

Develop comprehensive training strategy and detailed learning objectives for new hire onboarding and skills development
Ensure engaging learning experiences that incorporate adult learning principles, utilizing multiple delivery methods including classroom instruction, e-learning modules, role-playing exercises, and hands-on simulations
Partner with subject matter experts and BPO content creators to create role-specific training paths and maintain current certification programs
Create detailed training specifications and requirements that our BPO partners can use to develop training content and delivery methods
Establish training effectiveness measurement criteria to enable data-driven adjustments to optimize training outcomes

Quality Assurance Framework Development

Establish and maintain robust quality monitoring frameworks (rubrics, scorecards and measurement criteria) to evaluate advocate performance across all customer touchpoints
Define a quality monitoring strategy that drives regular adherence to performance standards that includes regular evaluation of customer interactions, scorecards, and calibration procedures
Establish coaching guidelines and performance frameworks and establish a process to measure the effectiveness of coaching
Collaborate with the Vendor Operations Manager and BPO partners to develop targeted action plans that address individual and team performance gaps and recognize exceptional performance.
Define knowledge base content standards and maintenance policies for both advocate-facing and customer-facing resources
Set content creation guidelines, approval workflows and version control procedures ensuring all knowledge resources are current, accessible and searchable supporting real-time agent performance and customer self-service.
Design knowledge utilization metrics and content effectiveness measurement criteria

Cross-Functional Collaboration

Work closely with operations managers, product teams, and senior leadership to identify training needs, quality standards, and knowledge gaps.
Serve as a liaison between frontline agents and management, translating operational challenges into actionable improvement strategies.
Participate in project teams for process changes and new product launches to ensure seamless knowledge transfer and agent readiness.

Performance Analytics & Reporting

Develop comprehensive reporting dashboards that track key performance indicators across training completion rates, quality scores, knowledge utilization, and agent performance metrics.
Present regular insights to leadership teams with recommendations for continuous improvement.
Conduct root cause analysis on performance trends and implement corrective action plans.

Required Qualifications

Bachelor's degree in Education, Human Resources, Business Administration, or related field
5+ years experience in contact center operations with demonstrated expertise in training program development, quality assurance, or knowledge management
Strong understanding of adult learning principles and instructional design methodologies
Experience with quality monitoring tools, learning management systems, and knowledge base platforms
Excellent analytical skills with proficiency in data analysis and reporting tools
Outstanding written and verbal English communication skills with the ability to create clear, detailed specifications and guidelines
Project management experience with ability to manage multiple initiatives simultaneously
Ability to work flexible hours to accommodate US and Philippines time zones

Preferred Qualifications