upGrad Hiring For Student Experience Manager at Noida, Uttar Pradesh, India Full Time

About Us:-

upGrad is an online education platform building the careers of tomorrow by offering the most industry-relevant programs in an immersive learning experience. Our mission is to create a new digital-first learning experience to deliver tangible career impact to individuals at scale. upGrad currently offers programs in Data Science, Machine Learning, Product Management, Digital Marketing, and Entrepreneurship, etc. upGrad is looking for people passionate about management and education to help design learning programs for working professionals to stay sharp and stay relevant and help build the careers of tomorrow.

upGrad was awarded the Best Tech for Education by IAMAI for 2018-19

upGrad was also ranked as one of the LinkedIn Top Startups 2018: The 25 most sought-after startups in India

upGrad was earlier selected as one of the top ten most innovative companies in India by FastCompany.

We were also covered by the Financial Times along with other disruptors in Ed-Tech

upGrad is the official education partner for the Government of India – Startup India program

Our program with IIIT B has been ranked the #1 program in the country in the domain of Artificial Intelligence and Machine Learning

What You Would Be Doing

• Understand the expectations of all stakeholders from the program and achieve its goals

• Ensuring team members are updated about the latest in the program through internal communication.

• Analyse performance of Team members on different program elements and propose interventions to improve lagging metrics

• Share weekly/Monthly reports with Stakeholders

• Lead and manage the Student Success team to ensure smooth Operation of Programs

• Manage day-to-day operations and own TATs for customer issue resolution.

• Conduct resource planning & hire, coach and provide training to personnel to maintain high customer service standards.

What We Are Looking For

• 5-years+ of experience, preferably in a customer success role. Managing team
• Good Interpersonal and Communication Skills
• Excellent organizational skills, verbal, and written communication skills
• Proven experience of leading a service driven support team operation through periods of significant growth or change.
• High customer centricity, to understand student expectations and support them to achieve their goals and Ensuring team achieve their Targets.
• Prior experience in setting up processes & managing customer support team.
• Ability to create buy-in and drive multiple stakeholders.
• Ability to structure, design & execute processes
• Ability to conduct deep-dive analysis on customer feedback and strategizing next steps
• Flexibility to take up ad-hoc tasks/initiatives
• Focussed result orientation

If you love motivating people, are extremely customer-centric and are excited by the

challenges of a new emerging business environment, then we are looking for you!