Operations Manager - L3 (Tamil)

Actively Reviewing the Applications

Masai

4–8 years

Posted 2 days ago • Apply by June 11, 2026

Job Description

Role Overview

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.

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
Tamil language is mandatory for this role.

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.

Skills: retention management,operations,attendance management,onboarding,communication,completion,management,coordinate meetings,csat