Website:
gluckglobal.com
Job details:
Job Description: Head of Language Administration
Reports to: Academic Head
Manages: Onboarding Students, Student-Teacher-Coordination, Student Support, Attendance & Engagement Analysis
Location: Tamil Nadu, India | Remote | Employment Type: Full-time
Role Purpose
The Head of Language Administration owns the complete student administrative lifecycle — from the moment a student enrolls to their exam-readiness milestones — ensuring smooth onboarding, tight teacher-student coordination, responsive support, disciplined attendance monitoring, and proactive engagement recovery. This role is the operational backbone that keeps batches running, students supported, and at-risk learners identified and re-engaged before they drop off, using the institute's CRM/student portal as the single source of truth.
This person is accountable for the outcomes of five functions and must be comfortable both setting up systems/SOPs and personally driving day-to-day execution through a small team.
Key Responsibility Areas
1. Onboarding & Orientation
· Own the end-to-end onboarding journey for every new student: welcome communication, login credentials, batch allocation, and placement/level assessment coordination.
· Design and continuously improve the orientation experience (portal walkthrough, curriculum roadmap, Goethe exam pathway, class etiquette/schedule).
· Track onboarding funnel completion (enrolled → orientation attended → first class attended) in the CRM and flag drop-offs within the first 7–14 days.
· Coordinate with academic/curriculum team to ensure new students are placed in the correct batch/level.
· Maintain onboarding SLAs (e.g., orientation within 48 hours of enrollment) and report completion rates weekly.
2. Student & Teacher Coordination
· Manage batch scheduling, substitute-teacher arrangements, and timetable conflict resolution.
· Maintain an accurate, up-to-date teacher-batch roster and manage handovers when teachers change.
3. Student Support
· Own the student query/grievance resolution pipeline ( technical/portal, billing) end-to-end via CRM ticketing.
· Coordinate cross-functionally with tech, academic, and billing teams to close tickets.
· Run periodic check-in calls or satisfaction surveys to surface issues before they escalate.
· Maintain and continuously update an FAQ/knowledge base to reduce repeat queries.
4. Attendance Tracking & Absentee Follow-up
· Monitor daily and weekly attendance across all batches through the portal dashboard.
· Contact students from Red attendance zones (e.g., 3 consecutive missed classes = at-risk/"uncertain"; not joined since Day 1 = separate flagged category).
· Drive structured outreach (calls, WhatsApp/portal messages) to absentees, log outcomes, and re-engage or escalate.
· Publish batch-wise and institute-wide attendance trend reports to leadership, ranked by % green (not raw counts) to fairly compare batches of different sizes.
5. Engagement Tracking & Red-Zone Follow-up
· Track engagement metrics: daily task completion %, login streaks, arena/game participation, speaking-module usage.
· Maintain a live Red / Amber / Green engagement classification per student and per batch (ranked by % red zone, not raw counts).
· Own the Red-Zone recovery workflow: personalized outreach calls, targeted nudges, feedback forms for inactive students.
· Partner with the academic/content team to diagnose root causes (content gaps, pacing issues, motivation) and adjust materials or support.
· Present weekly/monthly engagement reports with a clear action plan and before/after recovery tracking for each red-zone student.
Cross-Cutting Responsibilities
· Maintain CRM/portal data hygiene and accuracy as the backbone for all five functions.
· Recruit, train, and manage a small team of coordinators/executives; set their KPIs.
· Act as the liaison with the tech team on portal bugs, feature requests, and data issues related to attendance and engagement.
· Champion a data-driven, student-first culture across the administration function.
Requirements
Education: Bachelor's/Master's in Education Administration, Business Administration, or related field.
Experience: 4–6+ years in academic operations, ed-tech student success, or language-institute administration, with at least 2 years in a team-lead/managerial capacity.
Must-have skills:
· Hands-on experience with a CRM or student portal
· Strong Excel/Google Sheets skills; comfort building and reading dashboards.
· Excellent stakeholder management — able to coordinate confidently with teachers, students, and cross-functional teams.
· Structured, SLA-driven approach to problem-solving; high ownership and follow-through.
Preferred:
· Exposure to German (or other foreign language) exam ecosystems (e.g., Goethe A1/A2) and bilingual communication ability.
· Experience designing red/amber/green style risk-classification systems for student cohorts.
Reporting Cadence
· Daily: attendance capture compliance, open support tickets.
· Weekly: onboarding funnel, red-zone engagement list and follow-up outcomes, , institute-wide attendance/engagement trend report, retention impact summary, to leadership.
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