Manager- Learner Experience & Program Operations- Study Abroad

Manager – Learner Experience & Program Operations
Role Overview We are looking for an execution-oriented Manager to lead learner support operations, manage a team of approximately 10 members, handle critical escalations, and drive key program funnels within the Study Abroad business.
Key Responsibilities - Lead and manage the team responsible for learner tickets, escalations, and overall service delivery. - Own key operational metrics including CSAT, ticket reopen rate, response time, resolution time, SLA adherence, and backlog. - Handle complex and high-risk escalations, including potential legal, law-enforcement, and reputational cases, ensuring timely resolution and appropriate stakeholder involvement. - Manage assigned program funnels, identify bottlenecks and critical cases, and drive timely learner progression and business outcomes. - Analyze ticket and escalation data, categorize cases by severity and risk, and drive root-cause analysis and corrective actions. - Prepare ...

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