Job Title: I-STEM Functional Manager
Reporting To: Chief Operating Officer (COO)
Location: IISc, Bengaluru
Employment Type: Full-time
About I-STEM:
Indian Science, Technology and Engineering facilities Map (I-STEM) is a dynamic and interactive
national portal, which hosts various scientific programs, initiated by office of the Principal Scientific
Adviser, Govt. of India. The main objective of having this portal (developed using public fund) is to
provide support to needy researchers in different ways and strengthen the R&D ecosystem to fulfil
the necessity of people of the country. Website Address: https://www.istem.gov.in
Position Overview:
The Manager will be responsible for overseeing process implementation, project management, and
customer care operations while working closely with stakeholders to drive operational excellence
and customer satisfaction. This role requires strong leadership skills, analytical capabilities, and the
ability to coordinate across multiple departments.
Key Responsibilities
Process & Project Management
Lead process implementation initiatives and manage complex projects from conception to
completion.
Develop and maintain Standard Operating Procedures (SOPs) for various operational
processes.
Coordinate with multiple stakeholders, including institutes, labs, and technical heads, to
ensure project deliverables are met on time.
Monitor project progress and make adjustments as needed to meet objectives.
Customer Care Management
Oversee the customer care department operations and team performance.
Collaborate with SMEs to create comprehensive support materials, including videos, FAQs,
and documentation.
Establish and maintain customer support forums and knowledge bases.
Create and publish white papers on equipment specifications, operational procedures, and
result interpretation.
Content Development & Knowledge Management
Develop and maintain technical documentation, training materials, and operational
guides.
Create and manage blog content related to equipment and operations.
Coordinate with the marketing team to generate and fulfil equipment requests efficiently.
Design and implement comprehensive documentation systems for operational
procedures.
Data Analytics & Reporting
Work with data analysts to develop and maintain management dashboards.
Collaborate with development teams to ensure data accuracy and implement corrections
as needed.
Create and present regular reports on operational metrics and KPIs.
Monitor and analyse operational performance data to identify improvement
opportunities.
Training & Resource Management
Develop and implement operator training programs.
Create and maintain a pool of trained resources.
Manage operator deployment and scheduling.
Track and evaluate training effectiveness and certification status.
Strategic Operations
Work directly with the COO to ensure proper execution of operational plans.
Coordinate with labs and operator teams to fulfill equipment requests.
Monitor and optimize resource allocation and utilization.
Implement continuous improvement initiatives across operations.
Required Qualifications
Bachelor’s degree in Science or Engineering
7+ years of experience in operations management or a similar role.
Strong project management skills with demonstrated success in process implementation.
Experience managing customer service operations and teams.
Excellent communication and stakeholder management abilities.
Proven track record in creating technical documentation and training materials.
Data analysis and reporting experience.
Strong leadership and team management skills.
Preferred Qualifications
Master’s degree in a relevant field.
Project Management certification (PMP or similar).
Experience with laboratory or technical equipment operations.
Knowledge of data visualization tools and dashboard creation.
Experience in technical content creation and knowledge management.
Working Conditions
Full-time position.
May require occasional travel.
Must be able to work flexible hours as needed to support operations.
Remuneration:
• Salary will be paid as per IISc, CeNSE norms
This position also entails supporting the implementation of the LMS platform at I-STEM, which
requires extensive coordination with institutes, labs, and various technical heads. Collecting details
about equipment, interpreting results, and ensuring effective training are critical components of the
role.
How to Apply:
Interested candidates are invited to submit their updated resumes along with a cover letter to
[email protected] within 15.01.2024.
