🚀 HIRING NOW | HEAD OF STUDENT SUCCESS & EXPERIENCE | ISCAP SERVICES PVT. LTD.

🚀 HIRING NOW | HEAD OF STUDENT SUCCESS & EXPERIENCE | ISCAP SERVICES PVT. LTD.
Student Experience • Learner Engagement • Retention • Education Operations
Are you an experienced customer success or education operations leader who knows how to improve learner satisfaction, increase course completion, resolve student concerns, and build scalable student support systems?
ISCAP Services Pvt. Ltd. is looking for a strategic, empathetic, and results-driven Head of Student Success & Experience with 5–8+ years of relevant experience preferred in Customer Success, EdTech, Education Operations, Student Services, or Learner Experience Management.
This is a leadership opportunity for someone who can turn student support into a structured, measurable function that improves learner engagement, satisfaction, retention, and program completion.
⚠️ We are looking for an accountable leader who builds effective systems and delivers measurable improvements—not someone who only manages student enquiries.
📌 POSITION DETAILS
Company: ISCAP Services Pvt. Ltd.
Position: Head of Student Success & Experience
Department: Student Experience & Education Operations
Experience: 5–8+ years preferred
Education: Graduate / Postgraduate; relevant professional experience is essential
Preferred Background: EdTech, Customer Success, Education, Learning & Development, Student Services
Employment Type: Full-time leadership role
Work Mode: To be discussed during recruitment
Location: To be confirmed during the selection process
Application: CV + mandatory screening answers through WhatsApp
🎯 ROLE OBJECTIVE
Own the complete learner experience across ISCAP's courses, internships, practical projects, assessments, and career-development programs—from onboarding through program completion.
Build a proactive student success system that identifies learner difficulties early, improves engagement, resolves concerns efficiently, coordinates support teams, and helps students achieve their learning objectives.
Your mission is to make every stage of the learner journey organised, supportive, measurable, and continuously improving.
💼 KEY RESPONSIBILITIES1. Student Onboarding & Experience
Design and manage a structured onboarding process for enrolled learners.
Ensure students receive accurate information about course structure, schedules, assignments, assessments, and support channels.
Establish clear communication standards and onboarding checklists.
Identify onboarding difficulties and reduce avoidable delays.
Coordinate with admissions, academic, training, and program operations teams.
2. Learner Engagement & Course Completion
Monitor student participation, attendance, learning activity, assignment submissions, and assessment progress.
Identify disengaged learners and introduce appropriate follow-up and re-engagement processes.
Develop student engagement plans, reminders, progress reviews, and escalation procedures.
Work with trainers and mentors to address learning barriers.
Analyse dropout and non-completion patterns and implement improvement initiatives.
3. Student Support & Complaint Resolution
Establish a structured system for receiving, categorising, assigning, escalating, and resolving student issues.
Set appropriate response and resolution standards.
Manage escalated complaints involving courses, trainers, platform access, administration, and learner experience.
Coordinate with relevant teams until issues are resolved or an appropriate decision is communicated.
Maintain clear records of complaints, root causes, corrective actions, and recurring problems.
Ensure sensitive concerns are handled professionally and confidentially.
4. Student Feedback & Satisfaction
Develop student feedback surveys and satisfaction measurement processes.
Collect feedback at onboarding, key learning milestones, and program completion.
Analyse recurring complaints, satisfaction trends, and areas requiring improvement.
Recommend corrective actions based on student feedback and operational data.
Ensure that promised improvements are assigned, tracked, and reviewed.
5. Student Success Strategy & Team Leadership
Develop student success policies, standard operating procedures, communication templates, and service guidelines.
Lead or coordinate student support executives, learner success teams, and program coordinators, where applicable.
Establish responsibilities, performance objectives, escalation rules, and review routines.
Train team members in professional communication, problem-solving, and learner support.
Build processes that can support increasing student volumes without losing service quality.
6. Cross-Functional Coordination
Work closely with academics, trainers, project mentors, admissions, placements, HR, and technology teams.
Ensure students receive timely updates about course delivery, assessments, projects, and program requirements.
Identify repeated operational issues and recommend preventive measures.
Coordinate support for learners who need additional academic or administrative assistance.
Support a smooth transition from training programs to eligible internship and career opportunities without guaranteeing employment outcomes.
7. Data, Reporting & Continuous Improvement
Develop dashboards for engagement, attendance, completion, satisfaction, complaints, and retention.
Establish baseline metrics and improvement targets.
Analyse reasons for learner inactivity, withdrawals, delays, and unresolved concerns.
Present weekly or monthly performance reports to management.
Recommend process improvements supported by evidence.
Maintain accurate, access-controlled learner records.
✅ MANDATORY ELIGIBILITY
5–8+ years of relevant experience preferred in Customer Success, EdTech, Student Services, Education Operations, or a related function.
Demonstrable experience managing customer or learner journeys.
Strong understanding of service quality, issue resolution, engagement, and retention.
Experience using performance metrics, dashboards, trackers, or customer management systems.
Ability to manage escalations and coordinate cross-functional teams.
Strong communication, leadership, analytical, and problem-solving skills.
Ability to develop SOPs and improve operational processes.
High standards of confidentiality, professionalism, and accountability.
Preferred: Experience managing a substantial learner or customer base, leading support teams, improving completion or retention metrics, and building student success operations in a growing education or technology business.
📊 KEY PERFORMANCE INDICATORS
The selected leader will establish and monitor relevant metrics, including:
Student onboarding completion rate.
Learner engagement and participation.
Course and program completion rates.
Student satisfaction and feedback scores.
First-response and issue-resolution times.
Number and age of unresolved complaints.
Student retention and withdrawal trends.
Re-engagement outcomes for inactive learners.
Repeat issues and corrective actions completed.
Quality and accuracy of student success reporting.
Targets will be established using actual baseline data, program characteristics, and available resources. The objective is measurable improvement rather than unrealistic targets or unsupported success claims.
📲 HOW TO APPLY
WhatsApp: +91 84650 20524
Email: hrsupport@iscap.in
Website: https://iscap.in
Send your CV and screening responses using this format:
APPLICATION — HEAD OF STUDENT SUCCESS & EXPERIENCE
Name:
Current Location:
Relevant Experience:
Current Organisation:
Largest Learner Base Managed:
Team Leadership Experience:
Key Measurable Achievements:
Tools Used:
Current CTC:
Expected CTC:
Notice Period:
LinkedIn Profile:
I have attached my CV and answered the mandatory screening questions. I confirm that the information provided is accurate to the best of my knowledge.
Only candidates who meet the role requirements and complete the screening process will be considered.
🚀 BUILD A BETTER LEARNER EXPERIENCE WITH ISCAP
ISCAP SERVICES PVT. LTD.
Upskill • Intern • Get Hired
We are building an education and career-development ecosystem where learners receive structured support, practical learning opportunities, and clear guidance throughout their journey.
Your objective: Help every learner receive the support needed to make meaningful progress.
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Work arrangement
Yes