Operations Manager L3- Student Operations

Masai; Bengaluru; Hybrid; INR 1,400,000 - 2,300,000; Full time

Job summary

Masai in Bengaluru is seeking an Operations Manager – Student Operations to lead end-to-end student operations, from onboarding to program completion. You will drive efficiency, accountability, and continuous improvement across student-facing processes.

You will mentor a team of operations staff, design processes, and collaborate with academics, placement, and finance to align cross-functional KPIs. The role emphasizes data-driven decision making and scalable improvements.

Qualifications

• 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.

Responsibilities

• Own and manage end-to-end student operations, ensuring onboarding, engagement, and retention; report progress against targets.
• Act as primary point of contact for student-related escalations and ensure SLAs are met.
• Lead, mentor, and manage a team of operations executives/coordinators with clear KPIs.
• Design, optimize, document processes to improve student experience and efficiency; pilot before scaling.
• Collaborate with academic, placement, finance, and support teams to align cross-functional KPIs.
• Track and own metrics: onboarding, attendance, engagement, retention, CSAT/NPS; maintain dashboards.
• Identify bottlenecks with data; implement scalable solutions and measure impact.
• Ensure timely communication, documentation, and reporting across teams; regular KPI reviews.

Skills

People management

Stakeholder management

Communication

Conflict resolution

Ownership mindset

Attention to detail

Analytical skills

Dashboards/CRMs/tools

Tools

Dashboards

CRMs

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- 4Years
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 organizationspreferred

• 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 <24 hours and escalation rate <5% of active student issues.

• 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.