Assistant Manager 

Job Description

Responsibilities:

1. Webinar Operations Ownership & SLA Management

• Own end-to-end webinar operations across programs
• Ensure adherence to LSS timelines, course readiness SLAs, and post-session delivery standards
• Maintain high accuracy in session setup and execution, minimizing operational errors

2. Command Center (CC) Monitoring & Escalation Management

• Oversee Command Center operations for real-time monitoring of live sessions
• Act as the primary escalation point for session-related issues during live delivery
• Ensure timely resolution of critical incidents and minimize session disruptions

3. Team Management & Capacity Planning

• Manage, coach, and mentor a team of Webinar Specialists
• Plan and allocate work based on volume, priority, and SLAs
• Handle roster planning, shift coverage, and shrinkage management for 24×7 operations
• Ensure effective shift handovers and continuity across global time zones

4. Automation & Process Excellence

• Drive adoption of automation tools across webinar workflows
• Manage exceptions and fallback to manual processes where required
• Identify process gaps and lead continuous improvement initiatives
• Standardize workflows to improve efficiency, scalability, and accuracy

5. Stakeholder Coordination

• Collaborate with Academic Delivery, Tech, and Product teams for seamless session execution
• Ensure alignment on scheduling, session changes, and issue resolution
• Act as the key point of contact for webinar operations-related queries and escalations

6. Performance Management & Quality Assurance

• Track and analyze key performance metrics (SLA adherence, error rates, audit outcomes, productivity)
• Conduct audits and QC checks on session setup and team outputs
• Provide structured feedback and coaching to improve team performance
• Drive accountability and ownership within the team

7. Risk Management & Governance

• Identify and mitigate operational risks in shared access environments (Zoom, LMS, etc.)
• Ensure adherence to SOPs, compliance standards, and audit requirements
• Maintain control over process deviations and implement corrective actions

Key Skills and Experience:

• Bachelors degree or equivalent qualification
• 47 years of experience in webinar operations or service delivery, with team management experience
• Strong expertise in webinar platforms (Zoom, MS Teams, etc.)
• Proven ability to manage high-volume, time-sensitive operations
• Strong escalation management and decision-making skills in real-time environments
• Experience working with LMS platforms, Airtable, or automation tools (preferred)
• Excellent stakeholder management and cross-functional coordination skills
• Strong analytical mindset with the ability to track and improve performance metrics
• Excellent verbal and written English communication skills
• High ownership, attention to detail, and process discipline
• Ability to work in a fast-paced, 24×7 global delivery environment

Role Expectations:

• Ability to manage multiple concurrent sessions and workflows
• Flexibility to work across rotational shifts and global time zones
• Strong leadership and decision-making capability during live operations
• High adaptability in automation-driven environments

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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