CHARUL SHARMA
Operations Manager
Summary
Strategic thinker and proactive problem solver with 8+ years of experience as Operations Manager of a fast paced growing ed tech. Currently heading operations with a passion to provide the best in class Customer Experience. Highly skilled at building relationships, bridging gaps, and solidifying teams while driving growth and profitability. Augment skillset with well-rounded business acumen.
Overview
9
9
years of professional experience
Work History
Operations Manager
Upgrad Enterprise
11.2021 - Current
- Managed and mentored operations teams, with a pool of 80+ trainers for CPBFI Project, ensuring strict adherence to company policies and procedures, while fostering a culture of accountability and continuous improvement.
- Built and maintained lasting client relationships through effective issue resolution and a focus on long-term partnership growth, with 2.3X growth in the enrollments.
- Developed and executed growth strategies, increasing revenue (30Million FY'24) by identifying and targeting new markets, while expanding the company’s footprint in existing ones.
- Reduced project turnaround time by optimizing resource allocation, streamlining team management processes, and ensuring timely completion of key milestones.
- Optimized operational efficiency, streamlining processes and implementing cost-saving measures that contributed to a significant increase in profitability, first to achieve 150 batches target PAN India.
- Provided data-driven insights by analyzing and reporting key performance metrics to senior leadership, enabling informed decision-making and business improvements with 10K learners and 77% employability ratio.
- Developed a Trainer Development Ecosystem, establishing key metrics to drive continuous improvement in performance scores and enhance the passing ratio.
- Led recruitment, onboarding, and training initiatives, ensuring new hires were equipped with the necessary skills to meet business objectives and contribute to team success.
Head of Operations, Strategy & Growth
Programming Pathshala
06.2016 - 11.2021
- Leading and monitoring the entire CLM ranging from onboarding to retention with strong focus on course completion rate and client retention rate across two flagship programs with 1000+ students
- Assisting the product team in product improvement by understanding and analyzing the requirements from the existing customers and implementing the suggestions according to the feedback
- Responsible for maintaining the entire feedback system with consistently achieving NPS > 90% for more than 1000 students over last 12 months
- Planned features and designed roadmap from MVP to 10000 hits and reached first 1000 subscribers in less than 6 months
- Assisted in mobilizing core team and scaling it up from a team of 3 to 20 employees within 6 months
- Headed scholarship program for financially underprivileged students
Education
Data Science with ML & AI
Ivy Professional School
03-2019
B.Tech - CSE
Rajasthan Technical University
01.2014 - 6 2016
Skills
Work flow planning
Strategic partnerships
Startups and turnarounds background
Business administration
Project planning and development
Risk analysis and management
Strategic planning
Operations management
Data analysis
Websites
Awards
Academic Excellence Award, Silver Medalist, B.Tech CSE.
Timeline
Operations Manager
Upgrad Enterprise
11.2021 - Current
Head of Operations, Strategy & Growth
Programming Pathshala
06.2016 - 11.2021
B.Tech - CSE
Rajasthan Technical University
01.2014 - 6 2016
Data Science with ML & AI
Ivy Professional School
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