ASHWANI AGARWAL
Bangalore
Summary
Program management professional with 10+ years of experience across EdTech and analytics, specializing in program execution, operational governance, data-driven decision making, and cross-functional delivery. Proven ability to drive large-scale programs, build scalable operational frameworks, and translate complex business requirements into actionable execution plans. Experienced in collaborating with Product, Engineering, Finance, Legal, and CX teams to improve customer outcomes, operational efficiency, and business metrics. Key strengths include program governance, stakeholder management, process optimization, KPI tracking, and operational scalability in high-growth environments.
Overview
11
11
years of professional experience
Work History
Chief of Staff (Program Governance & Operations)
Vedantu
Bengaluru
10.2023 - Current
- Led strategic programs across customer lifecycle operations, driving governance frameworks and operational improvements impacting retention, refunds, and customer outcomes.
- Designed and implemented customer lifecycle governance frameworks improving YoY retention from 28% → 40%.
- Led cross-functional initiatives with Product, CX, Finance, and Legal teams to streamline policy execution and operational workflows.
- Reduced refund rate from 3% → 2% by introducing structured approval workflows and proactive case management mechanisms.
- Established operational review cadence and program dashboards to track retention, refunds, and customer outcomes.
Program Manager
Vedantu
Bengaluru
04.2021 - 09.2023
- Managed customer experience and operational improvement programs, leveraging analytics and cross-functional coordination to improve customer outcomes.
- Built CX performance dashboards (NPS, CSAT, attendance, churn/refunds) enabling data-driven program tracking and prioritization.
- Improved NPS by 15 points through targeted program initiatives and structured follow-ups with functional owners.
- Reduced support escalations by 25% through root-cause analysis, SOP redesign, and improved operational governance.
- Partnered with product and operations teams to translate insights into scalable process improvements.
Associate Program Manager
Vedantu
Bengaluru
10.2020 - 03.2021
- Led operational experiments and improvement programs to enhance live class delivery quality and learner experience.
- Led cross-functional initiatives improving doubt resolution effectiveness from 85% → 95%.
- Implemented process improvements across support and academic operations to improve response time and learner satisfaction.
Faculty Member
Aakash Edutech
New Delhi
04.2018 - 10.2020
- Delivered 1200+ live classes for Grades 4–10 maintaining an average rating of 4.8, directly contributing to learner engagement and retention.
Co-Founder
Fusion 49 Eduventures
Noida
03.2017 - 03.2018
- Built and scaled education operations, conducting 20+ workshops and mentoring 50+ students.
Business Analyst
EXL Services
Gurgaon
08.2015 - 03.2017
- Conducted large-scale data analysis and process evaluation, identifying $2M revenue leakage opportunities.
- Delivered actionable insights to improve operational and financial performance.
Education
B.Tech - Information Technology
Harcourt Butler Technological Institute
KanpurSkills
- Program Management
- Cross-Functional Execution
- Program Governance
- Stakeholder Management
- Operational Analytics
- Process Optimization
- KPI & Dashboarding
- Root Cause Analysis
- Customer Lifecycle Programs
- Data-Driven Decision Making
- Agile methodologies
- JIRA project management
Timeline
Chief of Staff (Program Governance & Operations)
Vedantu
10.2023 - Current
Program Manager
Vedantu
04.2021 - 09.2023
Associate Program Manager
Vedantu
10.2020 - 03.2021
Faculty Member
Aakash Edutech
04.2018 - 10.2020
Co-Founder
Fusion 49 Eduventures
03.2017 - 03.2018
Business Analyst
EXL Services
08.2015 - 03.2017
B.Tech - Information Technology
Harcourt Butler Technological Institute