Operations Manager L3- Student Operations Job ID: 401117

Masai School; Hinoba-an; On-site; PHP 796,000 - 1,326,000; 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, driving efficiency, accountability, and continuous improvement across student-facing processes.

You will manage a team of operations staff, define KPIs, collaborate with academic, placement, finance and support teams, and own dashboards to monitor onboarding, attendance, engagement, retention and CSAT/NPS.

Qualifications

• Proven 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, including onboarding, engagement, and retention, with quarterly targets.
• Act as primary point of contact for student-related escalations and ensure SLAs are met.
• Lead and evaluate a team of operations staff with KPIs and regular reviews.
• Design and document processes to improve student experience and efficiency, piloting changes before scaling.
• Collaborate with academic, placement, finance, and support teams on cross-functional KPIs.
• Track KPIs like onboarding completion, attendance, engagement, cohort retention, CSAT/NPS, escalation rate, and resolution time; maintain dashboards.
• Identify bottlenecks via data analysis and implement scalable solutions with measurable impact.
• Ensure timely communication, documentation, and reporting across teams with regular KPI reviews.

Skills

People management

Stakeholder management

Communication skills

Ownership mindset

Analytical/problem-solving

Dashboard/CRM proficiency

Tools

Dashboards

CRM software

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.