Customer Delivery & Operations Manager
# Customer Delivery & Operations Manager **The Innovation Story** · Bandra, Mumbai, Maharashtra · `On-site` 🕒 **Статус:** *Опубликовано: вчера* · *Источник: Indeed* --- ### About the Role Role Purpose The Manager - Customer & Delivery Operations. The role acts as the operational bridge between Customer Success and Delivery, ensuring that projects progress as planned, mentors provide timely updates, operational requirements are completed, and important customer milestones such as feedback, certification and renewals are not missed. This is a hands-on operations role requiring strong follow-up, process discipline, data orientation and cross-functional coordination. Key Responsibilities 1. Delivery & Project Tracking · Conduct regular delivery reviews across active enrolments and projects. · Track project stage, progress, timelines and planned completion dates. · Ensure mentors keep project status and project details updated. · Identify dormant, delayed or at-risk projects and drive them towards resolution. · Track project milestone completion against course/session utilisation. · Escalate significant delivery risks to the appropriate Delivery Lead or management. 2. Mentor & Delivery Coordination · Follow up with mentors and Delivery Leads for missing project updates. · Track operational compliance required for effective delivery. · Highlight projects where progress, session utilisation or timelines are significantly misaligned. · Ensure delivery-related actions identified during reviews are closed. 3. BOM & Project Operations · Own the BOM tracking process. · Ensure BOM requirements are raised, updated and followed through. · Coordinate with relevant teams for pending material/procurement requirements. · Track operational dependencies that may delay project execution. 4. Customer Lifecycle Operations · Own and track completion of mid-course feedback, end-course feedback, course/project completion, certificate issuance and renewals. · Coordinate with the CS team wherever customer communication is required. 5. Renewal Pipeline · Identify enrolments approaching completion. · Maintain a clear renewal pipeline. · Coordinate with Sales, CS, Delivery and relevant stakeholders on renewal opportunities. · Ensure renewal conversations happen at the appropriate stage rather than after the course has already ended. · Track renewal status through closure. 6. Data Analytics & MIS Reporting · Own operational MIS, data accuracy and dashboards across CS and Delivery. · Analyse key metrics including enrolments, project progress, mentor performance, utilisation, feedback and renewals. · Track KPIs, SLAs, ageing, exceptions and performance trends, proactively highlighting deviations. · Review system-generated alerts and exception reports and drive timely closure of pending actions. · Identify trends, bottlenecks and operational risks and translate data into actionable insights. · Provide weekly/monthly management reports highlighting performance, risks, delays and actions required. Key Success Measures · % of projects with current/updated status · Dormant/at-risk projects and ageing · Project timeline adherence · BOM closure TAT · Mid-course feedback completion · End-course feedback completion · Certificate issuance TAT · Renewal pipeline coverage · Renewal conversion · Pending operational actions and ageing · Closure of issues identified during delivery reviews Ideal Candidate · 5–8 years of experience in operations, program operations, customer operations or education/service delivery operations. · Strong ability to manage multiple workflows simultaneously. · Extremely disciplined with follow-ups and closure. · Comfortable working with dashboards, MIS and operational data. · Able to identify exceptions and investigate why something is delayed. · Strong coordination skills across Customer Success, mentors, Delivery and management. · Comfortable holding teams accountable for timelines and updates. · Good written and verbal communication skills. · Process-oriented while remaining practical and execution-focused. Reporting & Key Interfaces Reports to: Head – Customer Success & Operations Works closely with: Customer Success Team, Delivery Leads, Mentors, Program/Project Teams and Management Pay: ₹50,000.00 - ₹70,000.00 per month Work Location: In person
Наблюдалась 2026-09-30, впервые 2026-09-29, источник — Indeed.