Assistant Manager – Services Delivery

About Emeritus:

Emeritus is committed to teaching the skills of the future by making high-quality education accessible and affordable to individuals, companies, and governments around the world. It does this by collaborating with more than 50 top-tier universities across the United States, Europe, Latin America, Southeast Asia, India and China. Emeritus’ short courses, degree programs, professional certificates, and senior executive programs help individuals learn new skills and transform their lives, companies and organizations. Its unique model of state-of-the-art technology, curriculum innovation, and hands-on instruction from senior faculty, mentors and coaches has educated more than 250,000 individuals across 80+ countries.

Founded in 2015, Emeritus, part of Eruditus Group, has more than 2,000 employees globally and offices in Mumbai, New Delhi, Shanghai, Singapore, Palo Alto, Mexico City, New York, Boston, London, and Dubai. Following its $650 million Series E funding round in August 2021, the Company is valued at $3.2 billion, and is backed by Accel, SoftBank Vision Fund 2, the Chan Zuckerberg Initiative, Leeds Illuminate, Prosus Ventures, Sequoia Capital India, and Bertelsmann.

Objective of the Role

We are looking for an Assistant Manager to lead our Webinar Operations function. The right candidate will bring a structured approach to operations, a strong focus on process improvement and performance management, and the ability to coordinate effectively across teams to ensure seamless delivery. This is a role for someone who takes ownership, works systematically, and continuously looks for ways to make the function more efficient and reliable.

Responsibilities:

Operations & Process Management

• Design, document, and continuously improve end-to-end processes for webinar delivery — from session scheduling through to post-session execution
• Write detailed workflows and SOPs that bring consistency, clarity, and accountability to daily operations
• Identify gaps in existing processes and take proactive measures to address them before they create learner impact
• Explore and implement automation opportunities to reduce manual dependency and improve efficiency
• Coordinate proactively with Academic Delivery, Program Support, Tech and LMS teams on day-to-day operational needs and improvement initiatives, ensuring alignment and timely resolution of cross-functional dependencies
• Serve as the primary point of contact for any questions or escalations related to webinar operations, managing them with a structured approach and transparent communication throughout

Performance & Quality

• Define and track KPIs for the team — including session start compliance, SLA adherence, error rates, and learner satisfaction scores
• Track performance and share structured, actionable feedback that drives measurable improvement
• Perform root cause analysis on recurring issues and implement preventive fixes — not just one-time corrections
• Identify risks early, communicate them clearly to relevant stakeholders, and act on them before they escalate
• Prepare and present operational performance reports and insights to internal stakeholders on a regular basis

Team Leadership

• Lead a geographically distributed team of associates spread across multiple locations, ensuring alignment on processes, standards, and priorities regardless of where team members are based
• Manage a team responsible for session setup, live monitoring, post-session tasks, and learner support across all business units.
• Set clear performance expectations, conduct structured reviews, and manage underperformance with a documented and fair approach
• Coach team members consistently, build individual capability, and foster a culture where the team takes ownership of its own quality
• Plan rosters, manage capacity and shrinkage, and ensure adequate coverage across time zones including US and LATAM hours

Key Skills and Experience:

• 5–8 years of experience in operations, service delivery, or program management, with a strong focus on process building and performance management
• Minimum 2 years of experience managing a team — ideally across geographies or multiple locations — with defined KPIs and accountability structures
• Demonstrated ability to design workflows, write SOPs, and implement process improvements that deliver measurable outcomes
• Experience with automation tools or initiatives that have reduced manual effort or improved operational efficiency
• Strong analytical mindset — comfortable using Excel, dashboards, and reporting tools to track performance and support decision-making
• Strong written and verbal communication in English — able to engage confidently with stakeholders, present recommendations clearly, and manage difficult conversations professionally
• Proactive approach to problem-solving — identifies risks early, acts on them, and takes ownership of outcomes
• Familiarity with tools such as Zoom, LMS platforms, and ticketing systems like Zendesk is an advantage
• Ed-tech or professional education background is preferred but not mandated.
• Open to working in shifts covering US and LATAM time zones

Emeritus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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