Student Support Executive - Online Program

Work Timings: As per company requirements

Working Days: 5 Days a Week - We Believe Great Work Doesn't Need 6 Days

Location: Mumbai

About IIDE:

IIDE is India's leading digital business school, offering industry-relevant programs in digital marketing, AI, and business. With a strong focus on experiential learning, we equip students, graduates, and working professionals with the skills required to thrive in today's digital-first world.

Backed by a community of 500,000+ learners and 250+ industry experts, IIDE delivers hands-on training, real-world projects, and robust placement support. With campuses in Mumbai and Delhi, we continue to expand our presence across India and globally.

About the Role:

As the Associate - Program Coordinator for the Online Program in Mumbai, you will play a pivotal role in delivering an exceptional student experience by ensuring seamless program execution and operational excellence.

This role involves managing virtual classrooms, coordinating with trainers and students, overseeing LMS utilisation, and handling program administration while ensuring smooth communication and high engagement levels.

You will support student success through effective coordination, process management, and satisfaction monitoring while working cross-functionally with trainers, industry professionals, and internal teams to uphold high standards across online programs.

What You'll Do:

• Classroom Setup and Management:
• Coordinate and set up online and hybrid classrooms to ensure seamless learning sessions.
• Manage trainer schedules through Google Calendar to optimise availability and coordination
• LMS and Reporting:
• Oversee the effective utilisation of the Learning Management System (LMS) by trainers and students.
• Generate, analyse, and present reports on course progress and key operational metrics to management.
• Student Orientation and Coordination:
• Conduct virtual orientation sessions to familiarise students with the program, LMS, and support tools.
• Act as the primary point of contact for students and resolve queries through CRM, calls, emails, and WhatsApp.
• Industry Engagement:
• Coordinate with industry professionals for guest sessions to enrich the learning experience.
• Support trainers by addressing program-related concerns and ensuring smooth coordination.
• Course Monitoring:
• Track course progress to ensure alignment with predefined schedules and quality benchmarks.
• Communicate schedules, deadlines, and program updates effectively to trainers and students.
• CSAT and NPS Monitoring:
• Measure and improve Customer Satisfaction Score (CSAT) by analysing feedback and implementing improvements.
• Monitor Net Promoter Score (NPS) to enhance student satisfaction and identify referral-driving factors.
• SOP Compliance and Moderation:
• Ensure all program activities adhere to predefined Standard Operating Procedures (SOPs).
• Assist in final course result moderation and oversee mark sheet generation.
• Data Management:
• Follow up on the NSDC portal for accurate data uploads and certificate generation.
• Analyse feedback and statistical data, presenting detailed weekly and monthly reports.
• Additional Duties:
• Collaborate with internal stakeholders to ensure smooth execution of program-related activities.
• Maintain high standards of student support and operational efficiency.
• Perform any other reasonable duties as requested by management, aligned with the broad scope of the position.

Who You Are:

• Must-Have:
• 1-3 years of experience in program coordination, student operations, or a related role.
• Excellent written and verbal communication skills in English.
• Proficiency in Google Workspace (Sheets, Docs, GDS, etc.).
• Working knowledge of WhatsApp Messenger, Zoom, and email automation tools (GMass, Mail Merge, or MailChimp).
• Proficient LinkedIn user for professional outreach.
• Graduation/Postgraduate degree in any stream.
• Should Have:
• Prior experience in student coordination or educational operations.
• Strong stakeholder management and problem-solving skills.
• Ability to manage multiple priorities while ensuring smooth program delivery.
• Nice to Have:
• Additional experience in educational management or academic operations.
• Relevant certifications or training that enhance coordination and operational effectiveness.

Why Join IIDE?

• Work with one of India's fastest-growing digital education brands.
• Gain exposure to end-to-end student lifecycle and program operations.
• Collaborate with industry experts and trainers to deliver impactful learning experiences.
• Be part of a collaborative and high-growth work environment.
• Opportunity to contribute directly to student satisfaction and learning outcomes.

Who You'll Thrive As

You're someone who:

• Enjoys working in a fast-paced, student-centric environment.
• Is highly organised and detail-oriented with strong coordination skills.
• Can effectively manage stakeholders, timelines, and multiple priorities.
• Is proactive, solution-oriented, and passionate about enhancing student experiences.
• Thrives in collaborative environments and communicates confidently across teams.