Associate Program Manager - US PG

Job description

Associate Program Manager Learner Success & Program Operations HR conctact details - 81578913250 & Email.id - binoy.raphel@simplilearn.net Location Bangalore (HSR Layout) — Work From Office Reports To - Senior Manager / Associate Director Working Days 5 days/week (Rotational); weekday offs, with weekend availability required Shift Timing Position Summary US Timing (Rotational) — 7:30/8:30 PM to 4:00/5:00 AM IST, or 4:00/5:00 AM to 2:30/3:30 PM IST We are looking for a dynamic and learner-focused Associate Program Manager to manage the successful delivery of online education programs. The role involves managing end-to-end program operations, driving learner engagement, coordinating with internal and external stakeholders, and ensuring a seamless learning experience for working professionals enrolled in programs associated with global universities. The ideal candidate should possess strong communication, empathy, and problem-solving skills, along with the ability to collaborate effectively with learners, instructors/faculty, and cross-functional teams. Key Responsibilities Learner Engagement & Experience • Own the learner experience across assigned cohorts by driving engagement and serving as the primary point of resolution for complex learner queries beyond AI and self-service channels. • Manage learner interactions through emails, tickets, and phone calls, building strong relationships and resolving concerns and escalations with empathy and sound judgment. • Conduct proactive learner engagement initiatives to improve participation, satisfaction, and program completion. • Support learners with LMS navigation, program schedules, assignments, and the overall learning experience. • Gather learner feedback and collaborate with stakeholders to continuously improve program quality. Program Delivery & Operations • Coordinate and conduct induction sessions for new cohorts. • Ensure seamless delivery of live online classes, assessments, projects, and learner activities in collaboration with Simplilearn and university instructors. • Leverage AI-powered learner insights and operational dashboards to identify at-risk learners, personalize interventions, and improve cohort outcomes. • Monitor learner participation, attendance, completion, and overall program progress, providing proactive interventions wherever required. • Identify operational gaps and implement process improvements to enhance efficiency and learner experience. • Track and report key program metrics, including learner satisfaction, attendance, and completion rates. • Monitor and manage Slack channels across assigned cohorts. Required Skills & Qualifications • Bachelor's degree required; Master's degree preferred. • 4–8 years of experience in customer success, operations, or online education managing learners directly. • Experience managing online/live learning programs or executive education programs is preferred. • Excellent verbal and written communication skills. • Strong conflict-resolution abilities. • Ability to manage multiple priorities in a fast-paced environment. • Exposure to LMS platforms, Zoom, Salesforce, or similar tools. • Comfortable managing 1:1 and group interactions, in both day-to-day discussions and escalated situations. Key Success Metrics • Learner Satisfaction (CSAT/NPS) • Program completion and retention rates • Escalation resolution • Ticket Resolution TAT • Overall Learner Experience Completion Metrics • Inductions — 100% Good To Have • EdTech or Executive Education experience. • Domain exposure to Data & AI (Data Analytics, Data Science, AI/ML, Generative AI, LLMs). • Domain exposure to Technology programs (Cybersecurity, Cloud, DevOps, UI/UX, Software Development, etc.). • Experience managing US/global learners and working across different time zones. • Familiarity with LMS platforms and learner engagement tools (Salesforce, Slack, Zoom, AI tools)