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Job Description & How to Apply Below
The Grievance Manager will be responsible for driving end-to-end grievance governance across learner touchpoints, with a strong focus on escalation control, social media reputation management, and structured resolution at L2/L3 levels . The role requires a metrics-driven leader who can balance learner empathy with policy adherence while protecting brand credibility.
Key Responsibilities
- Grievance & Escalation Management
- Own and manage all L2 and L3 escalations , including social media, legal, leadership, and regulatory grievances.
Drive a minimum 20% reduction in L2/L3 escalations through root-cause elimination, process corrections, and counselling quality improvements.
Ensure timely and policy-compliant closure of high-impact grievances across programs, including Career and Study Abroad cohorts.
Lead strategy to normalize social media escalations against the active learner base , ensuring sustained reduction in per-learner escalation rates.
Monitor trends, triggers, and sentiment drivers to prevent reputational risk.
Sentiment & Advocacy Metrics
- Drive quarter-on-quarter growth in positive mentions , including organic advocacy, testimonials, and program-level appreciation.
Collaborate with internal stakeholders to amplify learner success stories and resolution-led positive outcomes.
Career Tickets Oversight
- Own grievance governance for Career-related tickets , ensuring high-quality resolutions aligned with placement commitments and learner expectations.
Identify systemic gaps in Career counselling, delivery, or communication and recommend corrective actions.
Cross-functional Collaboration
- Work closely with Academic, Sales, Career, Legal, Compliance, and Product teams to resolve systemic grievance drivers.
Drive accountability through structured follow-ups, RCA frameworks, and SLA adherence.
Success Metrics (KPIs)
Reduction in social media escalations , normalized to total active learners
Quarterly increase in positive mentions
20% reduction in L2/L3 escalations
Improved resolution quality and closure timelines for Career-related tickets
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