Rohit

Operations professional with 1.5+ years of experience in program delivery and escalation management. Achieved NPS 56 and CSAT 98% at Scaler while building AI-assisted automation for reporting and call audits. Now managing multi-cohort delivery at Great Learning, and looking for what’s next across operations, AI-enabled operations, or product - roles where I build the system, not just run it.

Program Manager, International Operations at Great Learning (2026-05 – Present)

• Own end-to-end delivery for 5 active cohorts across 3 concurrent international programs, spanning pre-engagement, session planning, content and assessment, and learner support.
• Track learner completion, session attendance, and session health across cohorts, while coordinating mentor replacements and expanding ownership of program scheduling and cross-functional stakeholder coordination.

Relationship Manager(Acting Team Lead) at Scaler (2025-04 – 2026-04)

• Stepped into an interim leadership role for a team of 5, independently managing team-wide ticket queues, daily operations, and performance reporting to ensure seamless support delivery.
• Owned end-to-end resolution for high-priority customer escalations, coordinating with internal product teams to identify root causes.
• Achieved an NPS of 56 and CSAT of 98% through proactive analysis, structured follow-ups, and effective issue resolution.
• Designed and standardized escalation protocols that cut response times by 20%.
• Built automation using Google Apps Script and AI prompt engineering to automate pending-ticket reporting, and built a web app using Google Antigravity to automate call audits.

Bachelor Of Business Administration – Parvathaneni Brahmayya Siddhartha College of Arts and Science (2020 – 2023)