Manager - Projects & Enablement

Job description

About Imarticus Learning Imarticus Learning is India's leading professional education company, specialising in Finance, Analytics, Technology, and Business programs. With 500,000+ learners trained, 500+ corporate hiring partners, and a national footprint across 16+ centres, we build career-ready professionals at scale. Our Training & New Initiatives division drives the operational engine that powers learner outcomes, institutional partnerships, and business enablement across Career Academy. About the Role This is a high-ownership, cross-functional role at the centre of how the Training & New Initiatives team operates. You will manage a live portfolio of 20+ projects, own the technology platforms that power our BTL and ACP operations, build MIS dashboards across functions, and be the primary owner of learner grievance resolution — from escalations to refunds to settlements. This role demands someone who is equally comfortable in an Excel model, a leadership review meeting, and a difficult conversation with a distressed learner. If you thrive on structure, accountability, and getting things done across multiple moving parts, this role was built for you. What You Will Own 1. Projects Execution • Manage and track completion of 20+ Career Academy projects spanning sales and non-sales teams • Maintain a real-time project tracker with named owners, milestones, and RAG status • Drive weekly reviews with cross-functional stakeholders • Prepare and present fortnightly project updates to MD & CBO; monthly summaries to the Co-Founder • Ensure 150-day project timelines are delivered on schedule; no slippage without a documented reason 2. BTL Tech Platforms (Sales) • Own and manage the technology platforms supporting BTL operations - CRM tools, lead tracking systems, and campaign platforms • Monitor platform uptime, data integrity, and user adoption across centers • Coordinate with the tech/product team on enhancements and issue resolution • Maintain a platform health dashboard shared with the BTL team weekly 3. Enablement, Training & MIS Dashboarding • Build and maintain unified MIS dashboards spanning Enablement (AI call audits, TC2R), Training (coach performance, training hours), and New Initiatives (BTL, CoE, community metrics) • Drive AI and tech adoption across the division for lead gen, BD inputs, and engagement tracking • Publish monthly intelligence reports to centers and leadership with zero delays • Identify automation opportunities to reduce manual reporting effort 4. Student Grievance Management • Own end-to-end grievance and escalation management • Maintain a live grievance tracker with case status, TAT, owner, and resolution notes • Coordinate with CS Ops, Finance, and Legal • Ensure all escalations are resolved within defined SLA; no case left untracked beyond 30 days • Serve as the calm, solution-oriented voice in difficult learner interactions 5. Cross-Functional Coordination & Governance • Own RACI matrices for all active initiatives • Identify and escalate blockers within 24 hours • Facilitate cross-team coordination across BTL, Career Services, BH, Tech, Finance, and Legal • Build project playbooks for repeatable initiative types What We Are Looking For Experience • 4–5 years of total work experience, preferably in EdTech, ed-services, consumer businesses, or fast-paced operations environments • Demonstrated track record of managing multiple concurrent projects with cross-functional dependencies • Prior experience handling customer/learner escalations, grievances, or refund cases is strongly preferred Skills — Non-Negotiable • Excel / Google Sheets: Advanced — pivot tables, dashboards, VLOOKUP/INDEX-MATCH, conditional logic, data cleaning. You should be able to build a working MIS tracker from scratch without support. • Project Management: Proven ability to manage 10+ projects simultaneously, set timelines, track milestones, and hold stakeholders accountable. Familiarity with project tracking tools (Basecamp, Asana, Monday, Notion, or similar) is a plus. • People Management: conducting 1:1s, setting goals, and building ownership culture; not just coordinating tasks. • Grievance Handling: Ability to handle escalations with empathy, firmness, and speed. Calm under pressure. Can navigate a refund conversation with a distressed learner while protecting the organisation's interest. • MIS & Reporting: Comfort with building and owning dashboards, writing reports, and translating raw data into leadership-ready summaries. Traits We Value • Ownership mindset, you close things, you don't just track them • High attention to detail with the ability to zoom out to the bigger picture when needed • Excellent written and verbal communication; you represent the division in senior reviews • Comfortable with ambiguity; able to structure chaos into actionable plans • Proactive! you surface problems before they become escalations What Success Looks Like in Year One • All 20+ Career Academy projects tracked in real time with zero untracked delays • Unified MIS dashboard live and updated weekly across Enablement, Training, and New Initiatives • Grievance tracker operational with average resolution TAT under 7 days • ACP/BTL tech platform uptime at 99%+ • At least 2 project playbooks built for repeatable initiative types • Zero unresolved escalations older than 30 days Location: Bengaluru (HSR Layout) Team: Training & New Initiatives, Career Academy Division Compensation Competitive, commensurate with experience. Details shared at interview stage. Imarticus Learning is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.  Scan QR Code to Apply: Click the link below to apply: https://forms.gle/YcUAzcUZiB714TBL9