Student Operations Lead: Onboarding, Engagement & Growth

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

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.