Associate Program Manager - US PG

Associate Program Manager
Learner Success & Program Operations
HR conctact details - 8157891350 & Email.id - [HIDDEN TEXT]
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

• Bachelors degree required; Masters 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)