ANMOL JAIN

● Leadership & Team Management: Managed a team of over 30 course leaders, overseeing recruitment, orientation, training, and performance enhancement, while fostering a collaborative and engaged community.

● Quality Assurance & Program Design: Improved course design through rigorous quality control, crafted effective participant communications, and managed the scheduling of live sessions for various programs.

● Project Management & Technical Tools: Utilized technical tools like Airtable to optimize team efficiency and streamline workloads by creating dashboards, enhancing overall operational effectiveness.

● Cross-Platform Collaboration: Worked with platforms such as Wrike, Zendesk, and Canvas to facilitate collaboration with various teams and manage multiple projects effectively.

● Customer Issue Resolution: Addressed and resolved escalations from customers/ learners promptly, ensuring an exceptional customer experience.

● Partnership & Relationship Management: Coordinated with university partners and faculty to maintain long-term relationships and streamline the delivery of courses.

● Data Analysis & Process Improvement: Analyzed learner feedback to recommend design changes and established efficient, scalable processes across multiple functions to enhance overall program quality.

● Conducted market research and liaised with institute stakeholders.

● Performed competitive analysis and SWOT analysis of programs.

● Drafted and secured approval for program document sheets (PDS).

● Coordinated with program directors and faculty members.

● Managed program calendars and lecture coordination for online and in-campus delivery.

● Supported faculty during interview sessions.

● Coordinated with institutes for invoicing and payments

● Team Leadership: Led a team of Assistant Managers, overseeing the end-to-end customer experience and program delivery through the learning portal.

● KPI Management: Reported directly to the Associate Director on key performance indicators (KPIs), including Product & Learning Experience Net Promoter Score (NPS) and Customer Satisfaction (CSAT) for ongoing cohorts/batches.

● Service Level Management: Ensured the maintenance of Service Level Agreements (SLAs) for customer support tickets through a team of customer-facing associates.

● Portfolio Management: Managed a diverse portfolio of domestic and international universities, including IIM Kozhikode, LIBA, University of Maryland, University of Arizona, Caltech University, IIIT Bangalore, and IIT Madras.

● Customer Delight Initiatives: Implemented strategies to enhance customer delight through various channels, ensuring high retention rates and generating new business through referral campaigns.

● Program Delivery & Academic Integrity: Ensured smooth program delivery and maintained academic integrity by coordinating with university partner points of contact (SPOCs).

● Cost Management: Managed the AOP, Profit & Loss (P&L) for programs, overseeing the live sessions team and sourcing team, and ensuring delivery costs were minimized.

● Innovative Learning Solutions: Successfully launched new initiatives, such as small group coaching, to enhance the learning experience for program participants.

● Program Launch: Managing the launch of monthly programs and handling a customer base of 5k+ learners

● Managing a team of student coordinators, taking care of program accounts Identifying gaps and making SOPs for different processes.

● Customer Escalation Handling: Handling escalations and tracking feedback on customer experience.

● Recruited and trained the team for top notch customer experience. Evaluate and manage performance to maximize outcomes for customers.

● Proposal Development : Drafted client proposals based on a thorough understanding of project objectives and requirements.

● Data Analysis & Insight Generation: Integrated findings from primary research, web data mining, syndicated reports, and Nielsen & Kantar panel data to provide actionable insights and develop global strategies.

● Business Development : Played a key role in executing business development initiatives. Notable projects include:
● Coca Cola: Developed a global rollout playbook.
● Unilever MDW France: Conducted 6P analysis.
● VISA: Analyzed the impact of demonetization on consumer behavior.
● Saudi Arabian Monetary Authority: Provided a comprehensive view of the payment category to support the launch of MADA payment cards.
● Scandinavian Tobacco Group: Developed a flavor strategy.