Gauri Sankhe

Experienced, prodigious & meticulous operations & management professional with a proven record of employing all facets of operations & stakeholder management including design, development, & launch to orchestrate high-value projects. Adept at translating complex customer needs into requirements to deliver features facilitating competitive differentiation to the product. Possesses diverse experience in understanding product/program requirements from a technological, strategic, & business point of view.

Skilled at spearheading multidisciplinary teams to deliver compelling value to the organization and its clients.

Senior Manager- Program Strategy & Delivery - UpGrad Enterprise - Mumbai, IN

(2017-11 - 2026-04)

Program Management & Team Leadership

• Heading Data Tech vertical leading 4 different teams- Client/Customer Success, Operations & Delivery, Sourcing, and Coaching.
• Scaled the B2B vertical for international markets from 0 to 1 using FIT and REFIT models managing portfolio of 25 Crore+
• Single handedly streamlined the process for the vertical & delivered 600+ B2B projects within less than 2 years
• Launched 20 new programs/cohorts in a short span of 3 months. Managing a portfolio of 50+ programs
• Spearheading a team of 43 with 10 direct reportees comprising Project Managers, Client Success Manager, Program & Operations Associates, plus 6 Interns while managing post program user experience for Customer Experience division
• Enforcing the overhaul of the entire product user experience and user interface along with product team
• Deploying new feature to achieve an increase of 35% in the average outcome achieved
• Liaising with Founders, VP & Director, product manager, engineers & developers to ensure that the project is completed on time and within budget
• Collaborating with the sales, marketing research team, developers for designing the program brochure & document for the website, product improvements
• Collecting data-backed feedback from users to bring continuous improvements & launching 3 new product features
• Achieved NPS of 80%+ with CSAT- customer satisfaction rating > 95%
• Enabled an increase of 25% in the user engagement on the website and the applications by implementing new strategies for the user experience while managing 7+ products/programs throughout end to end product & customer lifecycle
• Managed a customer base of over 6000 users QoQ, with 50% reduced costs
• Reduced TAT from 72 hours to less than 24 hours resulting in reducing 80% escalations
• Facilitating Offline & online events with 1000+ attendees, product launch
• Strategic partnerships, university tie-ups with 5 universities & return business
• Collaborated with clients like- Walmart, Hexaware, HCL, CII, etc on delivery & return business

Software Engineer - Capgemini - Mumbai, IN

(2012-11 - 2014-07)

• Spearheaded a team of 150+ developers, managers, in an onsite project acting as SPOC
• Escalation handling, stakeholder engagement , project management, support level 1.5
• Engaged simultaneously in 2 projects for Nordics region and proactively worked on LEAN implementation
• Telco project for a Belgium Company on network management, offshore backend support (cisco routers), incident handling, migrating ADSL/SDSL lines to VDSL2

Management Intern - Tata Power - Mumbai, IN

(2016-05 - 2016-06)

• Responsible for development of TBEM application by liaising with the senior level stakeholders for 25 Tata group companies
• Competitor Analysis of companies in renewable sector, asset mapping, benchmarking & process improvement
• Implemented 5S in Tata Power to streamline processes as per SOP.

MBA/ Master in Management Studies - Management Studies - Mumbai University (2015-08 - 2017-05)

Bachelor of Science - Information Technology - Mumbai University (2009-08 - 2012-05)