About the Role
We are looking for a highly organized and proactive Associate / Senior Associate – User Experience to manage the end-to-end learner experience across our cohort-based programs.
This role is critical in delivering a world-class learning experience, ensuring operational excellence, seamless mentor coordination, and high learner engagement throughout the journey.
You will work closely with the Programs, Product, Mentorship, and Support teams to create a smooth and impactful learner journey — from onboarding to completion.
Key Responsibilities
1. Cohort Operations & Learner Success
Own and manage cohort data operations track CSAT, attendance, assignment completion, and proactively intervene to improve outcomes
Maintain weekly dashboards to monitor cohort health and share insights with stakeholders
Track completion rates and implement nudges and interventions to drive engagement and success
Manage backend operations on LMS/community platforms (e.g., Circle or similar) ensure content, recordings, resources, and access controls are accurate and timely
2. Session & Learning Experience Management
Ensure all live sessions are scheduled and executed smoothly (Zoom setup, attendance tracking, recording uploads)
Note: Sessions may take place over weekends depending on program schedules
Coordinate with tech and content teams to ensure timely access to tools and learning resources
Own session feedback loops and close gaps between learner expectations vs delivery
Drive engagement within the learner community through updates, challenges, announcements, and interactive content
3. Mentor Coordination & Communication
Coordinate with mentors and guest speakers for scheduling, content readiness, and session delivery
Own the mentor feedback process, collect learner ratings, and share performance insights
Manage end-to-end mentor communication including scheduling, coordination, and support
4. Learner Support & Experience
Own inbound learner communication channels (Email, LMS/community, WhatsApp or similar) and resolve queries promptly and empathetically
Conduct periodic learner check-ins to assess progress and gather qualitative feedback
Collaborate with the support team to ensure high resolution rates and learner satisfaction
Bonus Responsibilities (Good to Have)
Introduce gamification elements (leaderboards, challenges) to improve learner motivation
Support post-cohort analytics (completion reports, CSAT, graduation processes)
Help document and standardize SOPs for scalable program execution
What We’re Looking For
1–3 years of experience in program operations, user experience, customer success, or EdTech delivery
Strong understanding of user journeys, engagement funnels, and learner behavior
Excellent organizational and communication skills
Comfortable with tools like Google Sheets, Zoom, LMS platforms, CRM tools
Strong problem-solving mindset with a bias for action
Empathy for learners and a strong drive to improve their outcomes
Preferred Qualifications
Prior experience managing cohort-based or online learning programs
Exposure to analytics tools (e.g., Mixpanel, Amplitude) or CRM tools
Experience with A/B testing, cohort analysis, or lifecycle engagement strategies
Background in technical programs or working with tech learners (plus)
AI-First Mindset
Actively leverages
AI tools
to streamline workflows, improve learner experience, and solve operational challenges creatively
What You’ll Own / KPIs
Learner activation & onboarding success
Engagement & retention metrics
Course completion rates
Learner satisfaction (CSAT / NPS)
Mentor experience & session quality
Funnel conversion and drop-off reduction
Location: Bangalore
