518 Program Support jobs in India

Job Title: Assistant Manager – Learning/Service Delivery (Global)

Location: Remote (Work from Home)

Department: Learning/Services Delivery (Global)

Employment Type: Full-Time Shifts: Rotational (24x7) Weekly Offs: 2 days per week

About Emeritus:

Emeritus is a global leader in online education, partnering with top universities and corporations to deliver world-class learning experiences. We believe in the power of education to transform lives, and we strive to bring accessible, high-quality learning opportunities to professionals worldwide. As a leader in the EdTech industry, Emeritus is committed to providing transformative learning experiences to professionals across the globe.

Role Overview:

As an Assistant Manager in the Learning/Service Delivery team, you will play a crucial role in managing program operations, overseeing learner support, and driving team performance. The role requires effective team management, process monitoring, and the ability to handle escalations while maintaining a high standard of service. The ideal candidate will have strong communication skills, be results-oriented, and thrive in a fast-paced, dynamic environment. Knowledge of the EdTech industry is a strong plus.

Key Responsibilities:

· Team Leadership & Performance: Oversee team performance and conduct regular discussions to address performance issues, data collation, and goal setting. Facilitate and manage second-level response reviews to ensure quality.

· Escalation Management: Handle non-performance-related escalations, potential escalations, and SLA breaches, ensuring timely and appropriate resolution.

· SLA & BQ Management: Monitor SLAs, maintain performance standards, and manage Business Quality (BQ) metrics to ensure learner satisfaction and process adherence.

· Process Oversight: Lead efforts in overseeing process deviances and work towards fixing issues.

· Collaboration & Coordination: Collaborate with cross-functional teams to ensure timely delivery of tasks, along with delay tracking.

· Operational Monitoring: Ensure effective leave and schedule management, including handling skeleton staffing and monitoring daily schedules to ensure smooth operations.

· Reporting & Audits: Conduct performance audits, rebuttal reviews for team members, and participate in the preparation and publication of performance dashboards (in coordination with managers).

· Risk Management: Identify potential risks in program delivery and take pre-emptive actions to avoid SLA breaches or other service delivery disruptions.

· Shift Monitoring: Tracking and managing the daily working schedules of team members to ensure optimal staffing and operational efficiency. Monitor live shift performance, such as agent availability, handling times, and active engagement in learner interactions (chats, emails, calls). Organize backup staff to fill in during understaffed periods or when team members are unavailable.

Qualifications:

· Bachelor’s degree or equivalent qualification required.

· Proficiency in Microsoft Excel is essential.

· Leadership Experience: Prior experience in program coordination, customer service, or service delivery roles, with at least 2 years in a leadership/management capacity.

· Team Management: Proven track record of managing a team, driving performance, and handling escalations effectively.

· SLA Monitoring: Experience in monitoring SLAs and key business quality metrics.

· Technical Proficiency: Proficiency with project management tools and learning management systems (LMS).

· Problem-Solving Skills: Strong problem-solving and organizational skills.

· Excellent Communication: Strong written and verbal communication skills in English.

· Adaptability: Ability to work in a fast-paced, dynamic environment with flexibility and a positive attitude.

· Industry Experience: Prior experience in the EdTech industry or online learning programs.

· Reporting & Dashboards: Familiarity with reporting tools and performance dashboard management.

· Process Improvement: Experience in process optimization and continuous improvement strategies.

· Shift Flexibility: Willingness to work in rotational shifts (24x7), with 2 days of weekly-offs.

Emeritus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

In Press

• emeritus harvard business school: Edtech unicorn Emeritus story now a Harvard Business School case study - The Economic Times (indiatimes.Com)

"Coordinated success starts with a great project coordinator."

Atidan global team is looking for candidates who have strong interpersonal skills, problem solver over problem dictators, high on flexibility (global coordination role), pleasing personality (global stakeholder management role), good presentation skills (internal employee trainings).

Required Skills:

• 1-5 years in Project coordination in an IT services company.
• Facilitates communication with the Internal and External stake holders.
• Organizing multiple business meetings, capturing minutes of meetings, and making sure action points are closed.
• Monitoring support and proposal tickets and assigning it to the right resources with help of project managers.
• Periodically reviewing/auditing project email DLs.
• To ensure project related documents are updated by project managers.
• Monitoring Email and MS teams channel for client escalations & ensuring corrective measures & actions are taking on them by respective resources.
• Improving operation/delivery related processes.
• Scheduling & coordinating organizational level meetings.
• Verifying, reviewing, and validating timesheets and ensuring review changes are incorporated.
• Regularly compile and communicate information related to critical activities, resources, and project timelines.
• Good in MS Excel.

Soft Skills:

• Good people and management skills
• Flexible to handle multiple roles and responsibilities as per business demand.
• Strong problem-solving and analytical skills.
• Strong follow up skills and ability to multitask.

Good to have:

• Knowledge of SDLC and agile Scrum methodologies.
• Office Timings: 12:00 PM to 9:00 PM
• Job Location: Andheri Mumbai
• Current work mode is Hybrid, minimum 2 to 3 days work from office. Later it will be 5 days working from office.
• Candidates who live nearby Andheri location would be given high preference.
• Graduation degree: BE (CS/IT) OR BSC/BCA (CS/IT) + MBA.
• Preferred would be BSc IT + MBA.

About Atidan:

• Atidan technologies started IT services in the year 2005 and we are a well-established 18+ years MNC with 16 years of Microsoft GOLD Partner certified. Also been recognized as ELITE GOLD & directly managed partners.
• We offer a boutique of Enterprise Software development, Cloud Engineering and Premium Staffing services.
• We have offices globally in US, UK, Singapore, India, and consultants in 14 countries.
• Our services include delivering cutting-edge tech solutions on Azure Cloud Migrations, Mobile technologies, Microsoft Power Platform, MS Dynamics, SharePoint, IOT, Artificial Intelligence, M365, Analytics & Custom Apps.
• Our customers include several fortune 1000 companies in USA and rest of the world like New York Times, Times Warner, Disney, Comcast, General Mills, etc
• Our work has been recognized by Gartner, Microsoft, IBM, Apple and Great place to Work.
• We had successfully completed close to 300+ engagements in just last two years, 2022 was phenomenal growth in IT Infra for us.
• We are now in demand for 24/7 operations & Full-stack resources.
• We provide personalised learning path for your career growth. It includes upskilling and training program. You are given access to thousands of specially curated trainings. We sponsor certifications.

For more details, please visit our LinkedIn page:

Job Title: Assistant Manager – Learning/Service Delivery (Global)

Location: Remote (Work from Home)

Department: Learning/Services Delivery (Global)

Employment Type: Full-Time Shifts: Rotational (24x7) Weekly Offs: 2 days per week

About Emeritus:

Emeritus is a global leader in online education, partnering with top universities and corporations to deliver world-class learning experiences. We believe in the power of education to transform lives, and we strive to bring accessible, high-quality learning opportunities to professionals worldwide. As a leader in the EdTech industry, Emeritus is committed to providing transformative learning experiences to professionals across the globe.

Role Overview:

As an Assistant Manager in the Learning/Service Delivery team, you will play a crucial role in managing program operations, overseeing learner support, and driving team performance. The role requires effective team management, process monitoring, and the ability to handle escalations while maintaining a high standard of service. The ideal candidate will have strong communication skills, be results-oriented, and thrive in a fast-paced, dynamic environment. Knowledge of the EdTech industry is a strong plus.

Key Responsibilities:

· Team Leadership & Performance: Oversee team performance and conduct regular discussions to address performance issues, data collation, and goal setting. Facilitate and manage second-level response reviews to ensure quality.

· Escalation Management: Handle non-performance-related escalations, potential escalations, and SLA breaches, ensuring timely and appropriate resolution.

· SLA & BQ Management: Monitor SLAs, maintain performance standards, and manage Business Quality (BQ) metrics to ensure learner satisfaction and process adherence.

· Process Oversight: Lead efforts in overseeing process deviances and work towards fixing issues.

· Collaboration & Coordination: Collaborate with cross-functional teams to ensure timely delivery of tasks, along with delay tracking.

· Operational Monitoring: Ensure effective leave and schedule management, including handling skeleton staffing and monitoring daily schedules to ensure smooth operations.

· Reporting & Audits: Conduct performance audits, rebuttal reviews for team members, and participate in the preparation and publication of performance dashboards (in coordination with managers).

· Risk Management: Identify potential risks in program delivery and take pre-emptive actions to avoid SLA breaches or other service delivery disruptions.

· Shift Monitoring: Tracking and managing the daily working schedules of team members to ensure optimal staffing and operational efficiency. Monitor live shift performance, such as agent availability, handling times, and active engagement in learner interactions (chats, emails, calls). Organize backup staff to fill in during understaffed periods or when team members are unavailable.

Qualifications:

· Bachelor’s degree or equivalent qualification required.

· Proficiency in Microsoft Excel is essential.

· Leadership Experience: Prior experience in program coordination, customer service, or service delivery roles, with at least 2 years in a leadership/management capacity.

· Team Management: Proven track record of managing a team, driving performance, and handling escalations effectively.

· SLA Monitoring: Experience in monitoring SLAs and key business quality metrics.

· Technical Proficiency: Proficiency with project management tools and learning management systems (LMS).

· Problem-Solving Skills: Strong problem-solving and organizational skills.

· Excellent Communication: Strong written and verbal communication skills in English.

· Adaptability: Ability to work in a fast-paced, dynamic environment with flexibility and a positive attitude.

· Industry Experience: Prior experience in the EdTech industry or online learning programs.

· Reporting & Dashboards: Familiarity with reporting tools and performance dashboard management.

· Process Improvement: Experience in process optimization and continuous improvement strategies.

· Shift Flexibility: Willingness to work in rotational shifts (24x7), with 2 days of weekly-offs.

Emeritus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

In Press

• emeritus harvard business school: Edtech unicorn Emeritus story now a Harvard Business School case study - The Economic Times (indiatimes.com)

Job Title: Assistant Manager – Learning/Service Delivery (Global)

Location: Remote (Work from Home)

Department: Learning/Services Delivery (Global)

Employment Type: Full-Time Shifts: Rotational (24x7) Weekly Offs: 2 days per week

About Emeritus:

Emeritus is a global leader in online education, partnering with top universities and corporations to deliver world-class learning experiences. We believe in the power of education to transform lives, and we strive to bring accessible, high-quality learning opportunities to professionals worldwide. As a leader in the EdTech industry, Emeritus is committed to providing transformative learning experiences to professionals across the globe.

Role Overview:

As an Assistant Manager in the Learning/Service Delivery team, you will play a crucial role in managing program operations, overseeing learner support, and driving team performance. The role requires effective team management, process monitoring, and the ability to handle escalations while maintaining a high standard of service. The ideal candidate will have strong communication skills, be results-oriented, and thrive in a fast-paced, dynamic environment. Knowledge of the EdTech industry is a strong plus.

Key Responsibilities:

· Team Leadership & Performance: Oversee team performance and conduct regular discussions to address performance issues, data collation, and goal setting. Facilitate and manage second-level response reviews to ensure quality.

· Escalation Management: Handle non-performance-related escalations, potential escalations, and SLA breaches, ensuring timely and appropriate resolution.

· SLA & BQ Management: Monitor SLAs, maintain performance standards, and manage Business Quality (BQ) metrics to ensure learner satisfaction and process adherence.

· Process Oversight: Lead efforts in overseeing process deviances and work towards fixing issues.

· Collaboration & Coordination: Collaborate with cross-functional teams to ensure timely delivery of tasks, along with delay tracking.

· Operational Monitoring: Ensure effective leave and schedule management, including handling skeleton staffing and monitoring daily schedules to ensure smooth operations.

· Reporting & Audits: Conduct performance audits, rebuttal reviews for team members, and participate in the preparation and publication of performance dashboards (in coordination with managers).

· Risk Management: Identify potential risks in program delivery and take pre-emptive actions to avoid SLA breaches or other service delivery disruptions.

· Shift Monitoring: Tracking and managing the daily working schedules of team members to ensure optimal staffing and operational efficiency. Monitor live shift performance, such as agent availability, handling times, and active engagement in learner interactions (chats, emails, calls). Organize backup staff to fill in during understaffed periods or when team members are unavailable.

Qualifications:

· Bachelor’s degree or equivalent qualification required.

· Proficiency in Microsoft Excel is essential.

· Leadership Experience: Prior experience in program coordination, customer service, or service delivery roles, with at least 2 years in a leadership/management capacity.

· Team Management: Proven track record of managing a team, driving performance, and handling escalations effectively.

· SLA Monitoring: Experience in monitoring SLAs and key business quality metrics.

· Technical Proficiency: Proficiency with project management tools and learning management systems (LMS).

· Problem-Solving Skills: Strong problem-solving and organizational skills.

· Excellent Communication: Strong written and verbal communication skills in English.

· Adaptability: Ability to work in a fast-paced, dynamic environment with flexibility and a positive attitude.

· Industry Experience: Prior experience in the EdTech industry or online learning programs.

· Reporting & Dashboards: Familiarity with reporting tools and performance dashboard management.

· Process Improvement: Experience in process optimization and continuous improvement strategies.

· Shift Flexibility: Willingness to work in rotational shifts (24x7), with 2 days of weekly-offs.

Emeritus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

In Press

• emeritus harvard business school: Edtech unicorn Emeritus story now a Harvard Business School case study - The Economic Times (indiatimes.com)

Job Title: Assistant Manager – Learning/Service Delivery (Global)

Location: Remote (Work from Home)

Department: Learning/Services Delivery (Global)

Employment Type: Full-Time Shifts: Rotational (24x7) Weekly Offs: 2 days per week

About Emeritus:

Emeritus is a global leader in online education, partnering with top universities and corporations to deliver world-class learning experiences. We believe in the power of education to transform lives, and we strive to bring accessible, high-quality learning opportunities to professionals worldwide. As a leader in the EdTech industry, Emeritus is committed to providing transformative learning experiences to professionals across the globe.

Role Overview:

As an Assistant Manager in the Learning/Service Delivery team, you will play a crucial role in managing program operations, overseeing learner support, and driving team performance. The role requires effective team management, process monitoring, and the ability to handle escalations while maintaining a high standard of service. The ideal candidate will have strong communication skills, be results-oriented, and thrive in a fast-paced, dynamic environment. Knowledge of the EdTech industry is a strong plus.

Key Responsibilities:

· Team Leadership & Performance: Oversee team performance and conduct regular discussions to address performance issues, data collation, and goal setting. Facilitate and manage second-level response reviews to ensure quality.

· Escalation Management: Handle non-performance-related escalations, potential escalations, and SLA breaches, ensuring timely and appropriate resolution.

· SLA & BQ Management: Monitor SLAs, maintain performance standards, and manage Business Quality (BQ) metrics to ensure learner satisfaction and process adherence.

· Process Oversight: Lead efforts in overseeing process deviances and work towards fixing issues.

· Collaboration & Coordination: Collaborate with cross-functional teams to ensure timely delivery of tasks, along with delay tracking.

· Operational Monitoring: Ensure effective leave and schedule management, including handling skeleton staffing and monitoring daily schedules to ensure smooth operations.

· Reporting & Audits: Conduct performance audits, rebuttal reviews for team members, and participate in the preparation and publication of performance dashboards (in coordination with managers).

· Risk Management: Identify potential risks in program delivery and take pre-emptive actions to avoid SLA breaches or other service delivery disruptions.

· Shift Monitoring: Tracking and managing the daily working schedules of team members to ensure optimal staffing and operational efficiency. Monitor live shift performance, such as agent availability, handling times, and active engagement in learner interactions (chats, emails, calls). Organize backup staff to fill in during understaffed periods or when team members are unavailable.

Qualifications:

· Bachelor’s degree or equivalent qualification required.

· Proficiency in Microsoft Excel is essential.

· Leadership Experience: Prior experience in program coordination, customer service, or service delivery roles, with at least 2 years in a leadership/management capacity.

· Team Management: Proven track record of managing a team, driving performance, and handling escalations effectively.

· SLA Monitoring: Experience in monitoring SLAs and key business quality metrics.

· Technical Proficiency: Proficiency with project management tools and learning management systems (LMS).

· Problem-Solving Skills: Strong problem-solving and organizational skills.

· Excellent Communication: Strong written and verbal communication skills in English.

· Adaptability: Ability to work in a fast-paced, dynamic environment with flexibility and a positive attitude.

· Industry Experience: Prior experience in the EdTech industry or online learning programs.

· Reporting & Dashboards: Familiarity with reporting tools and performance dashboard management.

· Process Improvement: Experience in process optimization and continuous improvement strategies.

· Shift Flexibility: Willingness to work in rotational shifts (24x7), with 2 days of weekly-offs.

Emeritus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

In Press

• emeritus harvard business school: Edtech unicorn Emeritus story now a Harvard Business School case study - The Economic Times (indiatimes.com)

Job Title: Assistant Manager – Learning/Service Delivery (Global)

Location: Remote (Work from Home)

Department: Learning/Services Delivery (Global)

Employment Type: Full-Time Shifts: Rotational (24x7) Weekly Offs: 2 days per week

About Emeritus:

Emeritus is a global leader in online education, partnering with top universities and corporations to deliver world-class learning experiences. We believe in the power of education to transform lives, and we strive to bring accessible, high-quality learning opportunities to professionals worldwide. As a leader in the EdTech industry, Emeritus is committed to providing transformative learning experiences to professionals across the globe.

Role Overview:

As an Assistant Manager in the Learning/Service Delivery team, you will play a crucial role in managing program operations, overseeing learner support, and driving team performance. The role requires effective team management, process monitoring, and the ability to handle escalations while maintaining a high standard of service. The ideal candidate will have strong communication skills, be results-oriented, and thrive in a fast-paced, dynamic environment. Knowledge of the EdTech industry is a strong plus.

Key Responsibilities:

· Team Leadership & Performance: Oversee team performance and conduct regular discussions to address performance issues, data collation, and goal setting. Facilitate and manage second-level response reviews to ensure quality.

· Escalation Management: Handle non-performance-related escalations, potential escalations, and SLA breaches, ensuring timely and appropriate resolution.

· SLA & BQ Management: Monitor SLAs, maintain performance standards, and manage Business Quality (BQ) metrics to ensure learner satisfaction and process adherence.

· Process Oversight: Lead efforts in overseeing process deviances and work towards fixing issues.

· Collaboration & Coordination: Collaborate with cross-functional teams to ensure timely delivery of tasks, along with delay tracking.

· Operational Monitoring: Ensure effective leave and schedule management, including handling skeleton staffing and monitoring daily schedules to ensure smooth operations.

· Reporting & Audits: Conduct performance audits, rebuttal reviews for team members, and participate in the preparation and publication of performance dashboards (in coordination with managers).

· Risk Management: Identify potential risks in program delivery and take pre-emptive actions to avoid SLA breaches or other service delivery disruptions.

· Shift Monitoring: Tracking and managing the daily working schedules of team members to ensure optimal staffing and operational efficiency. Monitor live shift performance, such as agent availability, handling times, and active engagement in learner interactions (chats, emails, calls). Organize backup staff to fill in during understaffed periods or when team members are unavailable.

Qualifications:

· Bachelor’s degree or equivalent qualification required.

· Proficiency in Microsoft Excel is essential.

· Leadership Experience: Prior experience in program coordination, customer service, or service delivery roles, with at least 2 years in a leadership/management capacity.

· Team Management: Proven track record of managing a team, driving performance, and handling escalations effectively.

· SLA Monitoring: Experience in monitoring SLAs and key business quality metrics.

· Technical Proficiency: Proficiency with project management tools and learning management systems (LMS).

· Problem-Solving Skills: Strong problem-solving and organizational skills.

· Excellent Communication: Strong written and verbal communication skills in English.

· Adaptability: Ability to work in a fast-paced, dynamic environment with flexibility and a positive attitude.

· Industry Experience: Prior experience in the EdTech industry or online learning programs.

· Reporting & Dashboards: Familiarity with reporting tools and performance dashboard management.

· Process Improvement: Experience in process optimization and continuous improvement strategies.

· Shift Flexibility: Willingness to work in rotational shifts (24x7), with 2 days of weekly-offs.

Emeritus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

In Press

• emeritus harvard business school: Edtech unicorn Emeritus story now a Harvard Business School case study - The Economic Times (indiatimes.com)

Job Title: Assistant Manager – Learning/Service Delivery (Global)

Location: Remote (Work from Home)

Department: Learning/Services Delivery (Global)

Employment Type: Full-Time Shifts: Rotational (24x7) Weekly Offs: 2 days per week

About Emeritus:

Emeritus is a global leader in online education, partnering with top universities and corporations to deliver world-class learning experiences. We believe in the power of education to transform lives, and we strive to bring accessible, high-quality learning opportunities to professionals worldwide. As a leader in the EdTech industry, Emeritus is committed to providing transformative learning experiences to professionals across the globe.

Role Overview:

As an Assistant Manager in the Learning/Service Delivery team, you will play a crucial role in managing program operations, overseeing learner support, and driving team performance. The role requires effective team management, process monitoring, and the ability to handle escalations while maintaining a high standard of service. The ideal candidate will have strong communication skills, be results-oriented, and thrive in a fast-paced, dynamic environment. Knowledge of the EdTech industry is a strong plus.

Key Responsibilities:

· Team Leadership & Performance: Oversee team performance and conduct regular discussions to address performance issues, data collation, and goal setting. Facilitate and manage second-level response reviews to ensure quality.

· Escalation Management: Handle non-performance-related escalations, potential escalations, and SLA breaches, ensuring timely and appropriate resolution.

· SLA & BQ Management: Monitor SLAs, maintain performance standards, and manage Business Quality (BQ) metrics to ensure learner satisfaction and process adherence.

· Process Oversight: Lead efforts in overseeing process deviances and work towards fixing issues.

· Collaboration & Coordination: Collaborate with cross-functional teams to ensure timely delivery of tasks, along with delay tracking.

· Operational Monitoring: Ensure effective leave and schedule management, including handling skeleton staffing and monitoring daily schedules to ensure smooth operations.

· Reporting & Audits: Conduct performance audits, rebuttal reviews for team members, and participate in the preparation and publication of performance dashboards (in coordination with managers).

· Risk Management: Identify potential risks in program delivery and take pre-emptive actions to avoid SLA breaches or other service delivery disruptions.

· Shift Monitoring: Tracking and managing the daily working schedules of team members to ensure optimal staffing and operational efficiency. Monitor live shift performance, such as agent availability, handling times, and active engagement in learner interactions (chats, emails, calls). Organize backup staff to fill in during understaffed periods or when team members are unavailable.

Qualifications:

· Bachelor’s degree or equivalent qualification required.

· Proficiency in Microsoft Excel is essential.

· Leadership Experience: Prior experience in program coordination, customer service, or service delivery roles, with at least 2 years in a leadership/management capacity.

· Team Management: Proven track record of managing a team, driving performance, and handling escalations effectively.

· SLA Monitoring: Experience in monitoring SLAs and key business quality metrics.

· Technical Proficiency: Proficiency with project management tools and learning management systems (LMS).

· Problem-Solving Skills: Strong problem-solving and organizational skills.

· Excellent Communication: Strong written and verbal communication skills in English.

· Adaptability: Ability to work in a fast-paced, dynamic environment with flexibility and a positive attitude.

· Industry Experience: Prior experience in the EdTech industry or online learning programs.

· Reporting & Dashboards: Familiarity with reporting tools and performance dashboard management.

· Process Improvement: Experience in process optimization and continuous improvement strategies.

· Shift Flexibility: Willingness to work in rotational shifts (24x7), with 2 days of weekly-offs.

Emeritus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

In Press

• emeritus harvard business school: Edtech unicorn Emeritus story now a Harvard Business School case study - The Economic Times (indiatimes.com)

Job Title: Assistant Manager – Learning/Service Delivery (Global)

Location: Remote (Work from Home)

Department: Learning/Services Delivery (Global)

Employment Type: Full-Time Shifts: Rotational (24x7) Weekly Offs: 2 days per week

About Emeritus:

Emeritus is a global leader in online education, partnering with top universities and corporations to deliver world-class learning experiences. We believe in the power of education to transform lives, and we strive to bring accessible, high-quality learning opportunities to professionals worldwide. As a leader in the EdTech industry, Emeritus is committed to providing transformative learning experiences to professionals across the globe.

Role Overview:

As an Assistant Manager in the Learning/Service Delivery team, you will play a crucial role in managing program operations, overseeing learner support, and driving team performance. The role requires effective team management, process monitoring, and the ability to handle escalations while maintaining a high standard of service. The ideal candidate will have strong communication skills, be results-oriented, and thrive in a fast-paced, dynamic environment. Knowledge of the EdTech industry is a strong plus.

Key Responsibilities:

· Team Leadership & Performance: Oversee team performance and conduct regular discussions to address performance issues, data collation, and goal setting. Facilitate and manage second-level response reviews to ensure quality.

· Escalation Management: Handle non-performance-related escalations, potential escalations, and SLA breaches, ensuring timely and appropriate resolution.

· SLA & BQ Management: Monitor SLAs, maintain performance standards, and manage Business Quality (BQ) metrics to ensure learner satisfaction and process adherence.

· Process Oversight: Lead efforts in overseeing process deviances and work towards fixing issues.

· Collaboration & Coordination: Collaborate with cross-functional teams to ensure timely delivery of tasks, along with delay tracking.

· Operational Monitoring: Ensure effective leave and schedule management, including handling skeleton staffing and monitoring daily schedules to ensure smooth operations.

· Reporting & Audits: Conduct performance audits, rebuttal reviews for team members, and participate in the preparation and publication of performance dashboards (in coordination with managers).

· Risk Management: Identify potential risks in program delivery and take pre-emptive actions to avoid SLA breaches or other service delivery disruptions.

· Shift Monitoring: Tracking and managing the daily working schedules of team members to ensure optimal staffing and operational efficiency. Monitor live shift performance, such as agent availability, handling times, and active engagement in learner interactions (chats, emails, calls). Organize backup staff to fill in during understaffed periods or when team members are unavailable.

Qualifications:

· Bachelor’s degree or equivalent qualification required.

· Proficiency in Microsoft Excel is essential.

· Leadership Experience: Prior experience in program coordination, customer service, or service delivery roles, with at least 2 years in a leadership/management capacity.

· Team Management: Proven track record of managing a team, driving performance, and handling escalations effectively.

· SLA Monitoring: Experience in monitoring SLAs and key business quality metrics.

· Technical Proficiency: Proficiency with project management tools and learning management systems (LMS).

· Problem-Solving Skills: Strong problem-solving and organizational skills.

· Excellent Communication: Strong written and verbal communication skills in English.

· Adaptability: Ability to work in a fast-paced, dynamic environment with flexibility and a positive attitude.

· Industry Experience: Prior experience in the EdTech industry or online learning programs.

· Reporting & Dashboards: Familiarity with reporting tools and performance dashboard management.

· Process Improvement: Experience in process optimization and continuous improvement strategies.

· Shift Flexibility: Willingness to work in rotational shifts (24x7), with 2 days of weekly-offs.

Emeritus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

In Press

• emeritus harvard business school: Edtech unicorn Emeritus story now a Harvard Business School case study - The Economic Times (indiatimes.com)