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