Program Manager

Role Summary

The Program Manager Business Operations is responsible for driving cross-functional execution, ensuring operational discipline, and improving efficiency across business functions. The role focuses on KPI-driven management, MIS accuracy, process governance, and stakeholder alignment to ensure predictable and scalable execution.

This role requires strong analytical ability, structured thinking, and the ability to manage multiple initiatives across teams.

Key Responsibilities

1. Program & Initiative Management

• Plan, execute, and monitor cross-functional operational programs.
• Track deliverables, risks, and dependencies to ensure timely completion.
• Drive structured follow-ups and ensure action-item closures.

2. Performance Management & Reporting

• Define, track, and improve KPIs and OKRs across teams.
• Own MIS governance and ensure reporting accuracy.
• Present periodic insights and recommendations to leadership.

3. Process Design & Governance

• Design, document, and improve SOPs and workflows.
• Ensure adherence to processes, SLAs, and quality standards.
• Monitor turnaround time (TAT), backlog, escalation rate, and rework.

4. Cross-Functional Coordination

• Work closely with Sales, Operations, HR, Finance, and Product/Tech teams.
• Facilitate structured reviews and operational meetings.
• Ensure alignment between teams on priorities and timelines.

5. Systems & Tools Governance

• Oversee the effective usage of CRM, task management tools, and dashboards.
• Ensure workflows, access processes, and operational requests follow defined guidelines.

6. Continuous Improvement

• Identify inefficiencies and implement process improvements.
• Drive automation and simplification initiatives where possible.

Experience Required

• 5+ years of experience in Program Management, Business Operations, Strategy & Operations, or similar roles.
• Proven experience in handling cross-functional projects or operational initiatives.
• Demonstrated experience in KPI tracking, reporting, and process improvement.
• Experience working in a fast-paced or high-growth organization is preferred.
• Working experience with leadership teams (Sr. VPs & Above)

Must-Have Skills

• Strong analytical and problem-solving skills.
• Advanced proficiency in Excel / Google Sheets (data analysis, reporting, dashboards).
• Strong understanding of KPIs, OKRs, and performance tracking.
• Excellent stakeholder management and communication skills.
• Strong execution ability and follow-through.
• High attention to detail and process orientation.
• Ability to manage multiple priorities and deadlines.
• Experience with CRM tools and operational dashboards.
• Exposure to Sales Ops, Business Ops, or EdTech/SaaS environments.
• Experience in SOP creation and process audits.
• Familiarity with tools such as Zoho, ClickUp, Asana, Jira, or similar.

Education

• Bachelors degree in Engineering, Business, Management, or related field.
• MBA or equivalent qualification is an advantage but not mandatory.

Behavioral Competencies

• Ownership and accountability
• Structured thinking
• Problem solving mindset
• Critical Thinking and Decision Making
• Execution focus
• Data-driven decision making
• Continuous improvement mindset