Senior Executive, Academic Operations & Student Experience

This role supports the effective delivery of Academic Programs and ensures a smooth, responsive, and high-quality student experience from onboarding through completion.

Academic Programs include the full-time MBA, part-time EMBA, ACE learners’ microcredential program, and the upcoming fully online MIM program. The role requires someone who is adept at supporting diverse student profiles, delivery formats, systems, and program needs.

Good people skills and a strong technical background are essential for this role. Delivering an excellent student experience depends on having effective systems, workflows, and support structures that are responsive to the needs of each program and learner segment.

The Senior Executive will coordinate student-facing academic operations, support live program delivery, and ensure that LMS platforms and related operational systems enable an efficient and consistent student experience.

This role is ideal for someone who enjoys working directly with students and stakeholders while improving the systems, workflows, and processes that support academic delivery.

1. Academic Delivery & Student Experience
   • Support end-to-end delivery of Academic Programs, ensuring a smooth and responsive student experience across all stages of the learner journey.
   • Act as a key student-facing contact, providing timely support and coordinating with internal and external stakeholders to ensure consistent service delivery.
   • Provide on-the-ground support for academic activities, events, and program delivery touchpoints.
   • Monitor program delivery and student experience, proactively resolving issues and escalating when required to maintain quality and continuity.
2. Systems Enhancements & Development (LMS & Operations Systems)
   • Ensure systems effectively support a seamless student experience and efficient Academic Programs delivery.
   • Act as a business analyst for Academic Programs, translating student and operational needs into structured system requirements and solutions.
   • Configure and maintain LMS and related platforms (e.g., Moodle, Open edX, or equivalent), ensuring they are optimized to support program delivery and user experience.
   • Collaborate with the internal IT team and external vendors to design, implement, and enhance system features, workflows, and automation.
   • Lead User Acceptance Testing (UAT), including test planning, execution, validation, and issue resolution prior to deployment.
   • Maintain documentation of system configurations, changes, and enhancements to ensure consistency and scalability.
3. Process Improvement & Operational Integration
   • Identify friction points across student experience, Academic Programs delivery, and systems usage.
   • Recommend and implement improvements to workflows, system utilization, and operational processes to enhance efficiency and user experience.
   • Ensure alignment between systems and program delivery to minimize gaps, duplication, and manual processes.
   • Support the adoption of improved workflows and Standard Operating Procedures (SOPs) across Academic Programs.
   • Maintain documentation of processes and standards to support consistency, scalability, and continuous improvement.
   • Support additional initiatives and evolving operational needs related to Academic Programs delivery, systems, and student experience as required.

Key Skills & Attributes

• Strong commitment to delivering an excellent student experience across Academic Programs.
• Confident engaging with students, academic staff, and cross-functional stakeholders.
• Strong coordination and stakeholder management skills.
• Structured and analytical mindset with strong problem-solving ability.
• Able to translate operational needs into system and process improvements.
• Calm, responsive, and effective in live program delivery environments.
• Detail-oriented with strong ownership of delivery outcomes.
• Motivated by improving student experience and program delivery, not just maintaining operations.

Success in This Role Looks Like

• Students experience smooth, responsive, and well-supported journeys across all Academic Programs.
• Academic Programs run reliably with minimal disruption.
• Issues are resolved quickly, protecting student experience and delivery continuity.
• Systems effectively support program delivery and reduce operational friction.
• Workflows and SOPs are consistently applied and continuously improved.
• Operational gaps between systems and delivery are reduced over time.
• The overall student experience becomes more structured, predictable, and scalable.