Operations Manager L3- Student Operations

Masai School; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Masai School in Bengaluru is seeking an Operations Manager - Student Operations to lead end-to-end student operations, from onboarding to program completion, ensuring a seamless learner experience while driving efficiency and accountability.

You will mentor a team of operations professionals, design scalable processes, collaborate with academic, placement, finance and support teams, and track KPIs such as onboarding completion, attendance, engagement, and retention to meet quarterly targets.

Qualifications

• Experience in operations, student success, or program management.
• Strong ability to design scalable processes and track KPIs.
• Excellent stakeholder management and communication skills.

Responsibilities

• Own and manage end-to-end student operations, including onboarding, engagement, and retention.
• Act as primary point of contact for student-related escalations and resolutions, ensuring SLAs are met.
• Lead and mentor a team of operations professionals; set KPIs and conduct reviews.
• Design, optimize, and document processes to improve student experience and efficiency.
• Collaborate with academic, placement, finance and support teams to align cross-functional KPIs.
• Track and own key metrics (onboarding, attendance, engagement, retention) and maintain dashboards.

Skills

People management

Stakeholder management

Communication

Process improvement

Data analysis

Dashboard tools

Tools

CRM software

Data dashboards

Job description

We are looking for a driven and people-focused Operations Manager - Student Operations 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 Years
Location: Bengaluru

Key Responsibilities

• Own and manage 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.

• Act as the primary point of contact for student-related operational escalations and resolutions, ensuring SLAs are met and root-cause actions are implemented.

• Lead, mentor, and manage a team of operations executives/coordinators; set clear performance KPIs and conduct regular reviews to drive improvement.

• Design, optimize, and document processes to improve student experience and operational efficiency. Prioritize improvements based on impact metrics and implement measurable pilots before scaling.

• Work closely with academic, placement, finance, and support teams to ensure alignment and shared ownership of cross-functional KPIs.

• 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.

• Identify bottlenecks using data-driven analysis and proactively implement scalable solutions; measure impact by comparing pre/post KPI performance and iterate accordingly.

• Ensure timely communication, documentation, and reporting across teams; establish regular cadence for KPI reviews and action-tracking until targets are met.

Key Skills Competencies

• Strong people management and stakeholder management skills

• Excellent communication and conflict-resolution abilities

• High ownership mindset with attention to detail

• Ability to work in a fast-paced, high-growth environment

• Strong analytical and problem-solving skills

• Comfortable using dashboards, CRMs, and operational tools

Preferred Background

• 1-3 years of experience in operations, student success, customer success, or program management

• Prior experience in edtech, education, or service-based organizations preferred

• Experience handling large user/student cohorts is a plus

What Success Looks Like

• Student satisfaction and experience metrics meet defined targets (e. g. , average CSAT >= 4. 5/5 or NPS >= 20 within 6 months of role start).

• Smooth day-to-day operations with minimal escalations: average time-to-resolution for operational escalations

• Well-defined, documented, and scalable operational processes covering the majority of student workflows (e. g. , >80% of common workflows automated or documented with defined SLAs).

• 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 >=85%.

• High-performing, motivated operations team meeting agreed productivity and quality KPIs (for example, QA score >=90%, on-time task completion >=95%) and clear development plans in place.