Senior Manager — Delivery, Tech & Upskilling - Adda247 (PrepInsta)
(2025-03)
Own end-to-end delivery and student experience for the TNSDC government skilling program across 70+ institutions in Tamil Nadu, serving 25,000+ learners across tech and employability tracks.
- Scaled operations to 400+ training sessions per month with 100% on-time execution across distributed campuses.
- Hired and empanelled 100+ trainers (online & offline); actively managed a pool of 50+, achieving 98% quality compliance while reducing delivery costs by 25%.
- Designed and standardised SOPs and governance frameworks across all 70+ institutions, covering onboarding, batch planning, SLA compliance, assessments, escalations, and executive reporting.
- Led structured Root Cause Analysis (RCA) for recurring operational failures; implemented corrective actions that measurably improved process reliability.
- Designed audit mechanisms and quality benchmarks for distributed delivery teams, applying Lean principles to eliminate non-value-adding steps.
- Built and executed an end-to-end CX strategy that improved institutional satisfaction to 95%+ and increased program retention by 35%.
- Maintained refund and escalation rates below 3% through structured grievance management, proactive communication, and automation-led tracking.
- Translated on-ground delivery challenges into 5+ product improvements — including integrated proctoring, automated reporting, and learner-performance dashboards — in collaboration with the Product team.
- Designed and delivered 15+ job-aligned curricula (Tech, CRT, NQT/GenC tracks), driving 80%+ placement outcomes across 10,000+ assessed learners.
- Automated KPI dashboards and reporting workflows, reducing manual reporting effort by 45% and improving leadership decision-making speed.
- Drove 20% QoQ revenue growth through institutional retention, strategic academic planning, and scalable delivery excellence.
Program Manager — International Delivery - Great Learning
(2023-10 - 2025-03)
- Managed end-to-end delivery of the AI & Machine Learning program offered with The University of Texas at Austin (McCombs), serving 1,000+ US- and UK-based learners across time zones.
- Managed a portfolio of 200+ international clients; improved Net Promoter Score (NPS) by 15–20% per quarter through structured service engagement.
- Increased client retention by 30% and reduced escalations by 15% through proactive issue resolution and communication protocols.
- Streamlined delivery workflows, reducing average turnaround time by 25% under high-volume conditions; led continuous-improvement initiatives aligned to evolving client expectations.
Quality Assurance Lead — Learner Experience - Bhanzu
(2023-03 - 2023-08)
- Led a 70-member QA team and audited 3,000+ live sessions; implemented feedback-driven monitoring and targeted coaching that measurably improved educator delivery quality and learner retention.
Growth & Marketing Specialist | Learning Coach - StayQrious
(2021-05 - 2023-02)
- Increased customer acquisition and retention by 25% through redesigned onboarding and personalised engagement programs; delivered skills-based curriculum to 100+ students and developed training/marketing resources that improved learning effectiveness and conversion.
Educator & Content Creator - Vedantu, Lido Learning & Unacademy
(2018 - 2021)
- Delivered personalised online instruction improving student performance by 30% on average across 3 platforms; produced 500+ assessments and learning videos and contributed to curriculum design aligned to learner outcomes.
