Job Opportunity for Teacher Support Associate – Outbound Operations at Khan Academy in Delhi, Gurgaon, Noida, India

**Job Title:** Teacher Support Associate – Outbound Operations

**Company:** Khan Academy

**Location:** Delhi, Gurgaon, Noida, India

**About Khan Academy:**

Khan Academy is a rapidly growing, non-profit organization dedicated to providing free, world-class education to anyone, anywhere.  With millions of users monthly, Khan Academy is building a comprehensive library of educational resources.  Khan Academy India focuses on delivering a locally relevant user experience, serving nearly 4 million learners monthly through websites, apps, and YouTube channels.  A key focus is reaching underserved communities by offering content in multiple Indian languages and collaborating with public school systems.

**About the Role:**

This 12-month contract position requires a Teacher Support Lead to manage outbound communication operations for Khan Academy India’s Teacher Support Team.  Responsibilities include planning and executing outbound communication strategies, maintaining customer databases, collaborating with internal stakeholders on content, managing support agent workload, performing CRM administration, defining success metrics, and improving outbound communication across all channels.  The core objective is to ensure successful program implementation by acting as the primary point of contact for teachers and administrators.

**Job Responsibilities:**

* Develop and execute outbound communication plans aligned with program goals.

* Manage timely execution of communication plans, maintaining quality standards.

* Manage dependencies with external stakeholders for outbound communications.

* Assess the cost and financial impact of outbound communications.

* Maintain an updated teacher directory.

* Analyze communication impact and drive improvements in success metrics.

* Develop new outbound support channels (e.g., email).

* Mentor and monitor support agents through feedback and reporting.

* Hire, train, and onboard support agents.

* Ensure proper knowledge management of support documents.

* Analyze teacher support data and share insights with the team.

* Collaborate with the schools team working with state governments to increase usage in public and government schools.

**Skills Needed:**

* **Data Skills:**  Proficiency in working with data, performing exploratory analysis, making data-driven decisions, and communicating data insights.

* **Communication Skills:** Excellent oral and written communication skills in English and Hindi; ability to handle sensitive customer interactions; ability to create clear and concise internal communications and knowledge base resources.

* **Programme Management Skills:** Ability to create and manage project plans, anticipate and mitigate risks, and develop contingency plans.

* **Stakeholder Management Skills:** Ability to influence stakeholders and manage conflicting priorities.

* **Bias for Action:**  Proactive approach to problem-solving and a willingness to experiment to improve outcomes.

**Experience Required:**

The job description does not explicitly state years of experience, but the responsibilities and required skills suggest a candidate with significant experience in a similar role, including team management, project management, and data analysis.  Experience working in the education sector or with non-profit organizations would be beneficial.