HEMANSHU MANGHNANI

Key responsibilities of the role

The Product Launch Manager oversees new course launches from start to finish – working with internal teams to plan and manage project timelines, identify risks, and communicate clearly with cross-functional teams across the organization:

· Created and managed detailed product launch plans for new programs

· Worked cross-functionally with BD, Product, Partnerships, Design, Marketing, and Delivery teams to ensure successful and timely project completion while keeping the vision of the product on track

· Suggested program launch dates based on project’s progress

· Acted as the source of truth for all project timeline updates to internal teams/stakeholders

· Supported Sr. Manager of Product Operations to develop strategy and process to ensure scalability of new product development pipeline - identify which parts of the process need modification

· Raised risks and delays during the lifecycle of the projects

· Attended weekly standup meetings

· Created opportunities for feedback, look for areas of improvement and optimization within Product and Implementation Plan processes environment, thoughtful and self-reflective, with willingness to learn, excellent project management, analytical, and organizational skills, ability to lead with influence to ensure the products are launching within their original scope, exceptional critical thinking and ability to prioritize, demonstrated ability to effectively communicate latest project updates with internal stakeholders.

· Service Levels, Quality, and Productivity: Monitor and ensure team's adherence to service levels, quality standards, and productivity targets. Take proactive measures to address any deviations from benchmarks.

· Team Motivation and Communication: Encourage team members, communicate goals, and identify areas for training or skill enhancements.

· Subject Matter Expertise: Act as a subject matter expert during OJTs, escalations, and cross-functional follow-ups. Provide guidance, answer questions, and assist in problem-solving.

· Quality Oversight: Oversee team work for compliance with quality standards through regular audits and feedback.

· Deadline Management: Communicate deadlines and targets, develop strategies for team adherence to regulations and goals.

· Team Development and Meetings: Conduct team meetings, provide coaching, and offer feedback for overall performance improvement.

· Reporting and Documentation: Generate and share comprehensive reports on team performance and maintain SOPs for efficiency.

· Customer Service: Interact with customers, address inquiries, and handle complaints effectively.

· Performance Tracking: Track team members' performance and execute improvement plans for those not meeting KPI targets.

· Roster and Leave Management: Assist in roster, scheduling, and leave management to ensure high resource availability and low attrition.

· Additional AM Responsibilities: Set up Performance Dashboards and lead the Escalation Management Project. Coordinate seamless course experiences for participants and manage the certificate issuance process. Monitor communication channels to ensure no escalations are missed.

· Participant Engagement and Support: Respond to participant emails using Zendesk and Outlook; coordinate with Practice Heads and Learning Facilitators for the online Learning Platform.

· Webinars and Office Hours: Schedule and conduct live Zoom sessions for global participants; manage logistics and send invites through Outlook.

· Content Management: Collaborate with Practice Heads to upload course content on Canvas; create inclusive resources with recorded session videos.

· Executive Communication: Regularly communicate with high-level executives, including CEOs, VPs, and DGMs.

· Proactive Communication: Engage in weekly proactive communication through emails and calls, providing ongoing support for course content and the learning platform.

· Course Completion Targets: Ensure timely achievement of course completion targets.

· Single Point of Contact (SPOC): Serve as the SPOC for MIT courses; successfully coordinate with ADMs and Practice Heads for smooth transitions.

· Business Transition: Achieved timely completion of all course targets, transitioning from Emeritus to Schools Online line of Business.

· Drug Screening Assistance: Provide comprehensive assistance, ensuring clients' adherence to Turnaround Time (TAT) requirements.

· Background Check Packages: Craft and present complete packages, actively contributing to the sales process.

· Hiring Process Facilitation: Facilitate seamless hiring processes, positioning our services as market leaders.

· Sales Contribution: Actively engage in presenting packages to enhance sales efforts.

· Knowledge Transfer and Team Development: Play a key role in team knowledge transfer, training new batches and guiding them through the OJT phase.

· Efficiency and Excellence: Foster efficiency and excellence in client service delivery through effective training initiatives.