Student Success Manager

Job Description: Student Success Manager (SSM)

Role Overview:

The Student Success Manager plays a critical role in ensuring a seamless and impactful student experience. This position is responsible for managing student engagement, driving operational excellence, and leading a team of Student Academic Mentors (SAMs) and Operations Associates at their respective centres to deliver a super student experience at the centres. The role is performance-driven with clear KRAs tied to student satisfaction, test attendance, team performance, and grievance resolution

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Key Responsibilities

Handling the Student Net Promoter Score (NPS)

• Monitor and improve student satisfaction levels, ensuring the average NPS remains over 50%
• Analyze feedback to identify patterns and implement strategies to enhance student experiences
• Work closely with teams to address factors impacting NPS and take proactive measures for improvement.

2. Test Attendance

• Ensure at least 70% of students in every batch attend scheduled tests.
• Collaborate with stakeholders to ensure that the student attends tests by ensuring timely test related academic support as well as reminders.
• Identify barriers to participation and develop interventions to boost test attendance.

3. Team Performance

• Manage, mentor, and monitor the performance of Student Academic Mentors (SAMs) and Operations Associates to meet key metrics, ensuring that at least 98% of the team members are performing as per the required and set standards
• Provide regular coaching, feedback, and training to ensure a high-performing and motivated team.
• Foster a culture of accountability and excellence within the team

4. Grievance Handling and Resolution

• Ensure 100% of student grievances are resolved within the TAT of 24 hours
• Ensure that the team responds to all student queries within 2 hours, maintaining high responsiveness and communication standards.
• Establish efficient grievance resolution workflows and maintain proper documentation
• Identify recurring issues and implement systemic solutions to reduce grievance occurrences.

Skills & Qualifications:

Education:

Bachelor's degree in education, management, or related fields (Master’s preferred).

Experience:

5+ years in student success, customer success, or similar roles with team management

Skills:

• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills to manage multiple stakeholders at the centre as well as central team
• Analytical mindset to monitor performance metrics and implement improvements.
• Proven ability to handle escalations and resolve grievances within set timelines.
• Proficiency in data management tools and reporting.