Assistant Manager – Webinar Operations

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. 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 RoleAs an Assistant Manager – Webinar Operations, you will be responsible for leading end-to-end webinar delivery. This role focuses on operational ownership, team management, and Command Center (CC) monitoring, ensuring seamless execution of live sessions, adherence to SLAs, and high-quality delivery standards.

You will manage a team of specialists, oversee real-time session operations, handle escalations, and drive process improvements in a fast-paced, 24x7 environment. Success in this role will be measured through SLA adherence, session delivery quality, operational accuracy, and audit performance.

Responsibilities:1. Webinar Operations Ownership & SLA ManagementOwn end-to-end webinar operations across programsEnsure adherence to LSS timelines, course readiness SLAs, and post-session delivery standardsMaintain high accuracy in session setup and execution, minimizing operational errors2.

Command Center (CC) Monitoring & Escalation ManagementOversee Command Center operations for real-time monitoring of live sessionsAct as the primary escalation point for session-related issues during live deliveryEnsure timely resolution of critical incidents and minimize session disruptions3.

Team Management & Capacity PlanningManage, coach, and mentor a team of Webinar SpecialistsPlan and allocate work based on volume, priority, and SLAsHandle roster planning, shift coverage, and shrinkage management for 24x7 operationsEnsure effective shift handovers and continuity across global time zones4.

Automation & Process ExcellenceDrive adoption of automation tools across webinar workflowsManage exceptions and fallback to manual processes where requiredIdentify process gaps and lead continuous improvement initiativesStandardize workflows to improve efficiency, scalability, and accuracy5.

Stakeholder CoordinationCollaborate with Academic Delivery, Tech, and Product teams for seamless session executionEnsure alignment on scheduling, session changes, and issue resolutionAct as the key point of contact for webinar operations-related queries and escalations6.

Performance Management & Quality AssuranceTrack and analyze key performance metrics (SLA adherence, error rates, audit outcomes, productivity)Conduct audits and QC checks on session setup and team outputsProvide structured feedback and coaching to improve team performanceDrive accountability and ownership within the team7.

)Proven ability to manage high-volume, time-sensitive operationsStrong escalation management and decision-making skills in real-time environmentsExperience working with LMS platforms, Airtable, or automation tools (preferred)Excellent stakeholder management and cross-functional coordination skillsStrong analytical mindset with the ability to track and improve performance metricsExcellent verbal and written English communication skillsHigh ownership, attention to detail, and process disciplineAbility to work in a fast-paced, 24x7 global delivery environment Role Expectations:Ability to manage multiple concurrent sessions and workflowsFlexibility to work across rotational shifts and global time zonesStrong leadership and decision-making capability during live operationsHigh adaptability in automation-driven environments 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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