Work Preference
Summary
Overview
Work History
Education
Skills
CORE COMPETENCIES
Certification
ADDITIONAL
Timeline
Generic
Devaki Nandan Ray
Open To Work

Devaki Nandan Ray

Noida

Work Preference

Job Search Status

Open to work
Desired start date: Immediately

Desired Job Title

Program Delivery ManagerPartner Development RepresentativeTraining Program & Delivery CoordinatorProduct Analyst → Operations & Implementation SpecialistAssociate Product Manager → Project Delivery Lead (Ops-Focused)

Work Type

Full Time

Location Preference

RemoteOn-Site
Location: Noida, IN
Open to relocation: Yes

Salary Range

₹1000000/yr - ₹1100000/yr

Important To Me

Career advancementTeam Building / Company RetreatsCompany CultureWork-life balance

Summary

Operational Excellence | Process Transformation | Program Delivery
Program Delivery and Operations leader driving front-to-back process improvements across tech and operations. Experienced in building implementation roadmaps with risk controls, governing delivery from ideation to benefits sign-off, and using data, KPIs, and automation to deliver measurable outcomes (cycle-time reduction, cost reduction, CX uplift). Strong in as-is to to-be mapping, controls assessment, change management, and identifying intelligent automation opportunities (RPA, AI/ML, process mining) to unlock measurable benefits.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Program Delivery Manager

NetZeroX AI
Noida
01.2026 - Current
  • Delivered 100% on-time execution across 3+ Energy and AI skilling programs spanning the APAC region, managing end-to-end program lifecycle from planning and scheduling through to learner feedback and closure.
  • Built program delivery operations from the ground up at an early-stage AI EdTech startup, establishing governance frameworks, RACI structures, escalation protocols, and quality benchmarks tailored to APAC delivery contexts.
  • Partnered with senior leadership to translate program performance data into strategic insights, informing decisions on APAC market expansion and platform capability development.
  • Coordinated cross-functional teams across product, content, and technology functions to align Energy and AI program milestones with platform roadmap, ensuring consistent and high-quality learner experiences.
  • Managed multi-timezone stakeholder communication across APAC, maintaining alignment between internal leadership and delivery teams through structured reporting cadences and program status updates.
  • Drove learner experience improvements by conducting post-program feedback analysis and implementing targeted interventions with instructional and content teams to address delivery gaps.
  • Administered Moodle LMS as the primary platform for program delivery, managing course setup, learner enrollment, content structuring, and performance tracking across all APAC programs.
  • Partner with Product, Tech, and Operations to identify front-to-back process gaps, translate design principles into delivery roadmaps, and manage implementation plans aligned to customer outcomes and business goals.
  • Govern execution from ideation through implementation and control using milestones, RAID (risks, assumptions, issues, dependencies), and structured program reviews.
  • Lead cross-functional delivery with IT teams, vendors, and contractors; negotiate scope changes and keep deliverables aligned to strategic goals.
  • Drive KPI-based performance management by assessing progress and outcomes using data from multiple sources and presenting clear recommendations to stakeholders.

Partner Development Representative

NetCom Learning
07.2025 - 11.2025
  • Managed end-to-end coordination for global Microsoft cloud skilling & CISCO Credits programs across 10+ enterprise clients; achieved 98% on-time execution rate and 20% increase in learner engagement and CSAT.
  • Conducted Training Needs Analysis with enterprise accounts; advised on learning solutions aligned to Azure, M365, Security, and AI capability goals.
  • Drove partner renewals and adoption through structured QBRs, value-based conversations, and outcome-focused learning engagement design.
  • Optimized trainer scheduling and operationalized Power Automate workflows; reduced manual effort by 30% while improving delivery consistency.
  • Ensured compliance with Microsoft VILT delivery standards; improved learner feedback scores by 15% through targeted QA interventions.
  • Managed LMS platform coordination, tracking completion rates, learner progress, and program adoption metrics across accounts.

Training Program & Delivery Coordinator

Allyis India (MICROSOFT INDIA)
12.2022 - 07.2025
  • Delivered OE outcomes by redesigning scheduling and delivery workflows and leveraging automation, reducing manual effort by 30% while improving delivery consistency and customer experience.
  • Ensured compliance with delivery standards and improved feedback by 15% through targeted quality interventions and governance.
  • Built a cross-functional operating rhythm across delivery, operations, marketing, and vendors; maintained strong reporting cadence using Teams, Excel, Power Automate, SharePoint, and JIRA.
  • Led 500+ programs with outcomes including 98% on-time delivery, 30% reduction in delivery delays, and 20% reduction in logistical costs through process improvements.

Product Analyst → Operations & Implementation Specialist

Trainer Goes Online
09.2022 - 12.2022
  • Managed end-to-end product lifecycle, leading 3 cross-functional teams to launch 4 key features that resulted in a 25% increase in platform adoption.
  • Conducted market research to identify growth opportunities, shaping product roadmaps and contributing to 10% revenue growth.
  • Spearheaded product strategy and lifecycle management, aligning user needs with business goals and platform capabilities.
  • Translated user insights into actionable product enhancements to improve adoption and engagement.
  • Conducted product requirement analysis and collaborated with cross-functional tech teams to implement improvements.
  • Collaborated cross-functionally with Engineering, Design, QA, and Customer Success teams to drive seamless feature development, testing, and deployment.
  • Enhanced platform usability and learner engagement by translating feedback into actionable UX and feature improvements.
  • Created performance dashboards, providing real-time insights that enhanced operational workflows, reducing response time by 15%.
  • Leveraged data analytics and performance dashboards to track engagement KPIs, retention, and customer satisfaction metrics.
  • Utilized JIRA and Confluence to track sprint progress, delivering 90% of projects on time.
  • Strengthened customer relationships by resolving escalations and ensuring service delivery met high-quality standards and SLAs.
  • Built and managed remote, cross-functional teams, fostering collaboration and accountability across time zones.
  • Partnered with leadership on strategic planning, business reviews, and go-to-market initiatives, ensuring alignment with revenue and adoption goals.
  • Delivered high-impact product releases across B2B and B2C platforms, driving operational efficiency and measurable ROI for clients.
  • Contributed to revenue acceleration by identifying upsell and cross-sell opportunities aligned with customer success outcomes.
  • Recognized for data-driven decision-making, stakeholder management, and consistently exceeding performance benchmarks.
  • TGO specializes in elevating training and coaching experiences through innovative digital learning solutions.

Associate Product Manager → Project Delivery Lead (Ops-Focused)

Petpooja | Prayosha Foods
Ahmedabad
08.2021 - 09.2022
  • Delivered cross-functional onboarding and CRM integration programs, improving integration time by 35% through process redesign.
  • Converted customer and business requirements into implementation roadmaps with dependencies, risks, and execution checkpoints.
  • Drove Operational Excellence levers across people, process, and technology to cut delivery time by 20% and lift adoption by 25%.
  • Implemented QA frameworks, SOPs, and governance routines to raise productivity by 15% and reduce complaints by 50%.
  • Used KPI tracking and structured stakeholder updates to keep delivery on plan and ensure improvements created tangible outcomes.
  • Spearheaded product strategy and lifecycle management across B2B and B2C platforms; conducted market research and shaped product roadmaps contributing to 10% revenue growth.
  • Delivered 90% of projects on time using JIRA and Confluence for sprint tracking, backlog management, and delivery governance.
  • Built Power BI performance dashboards providing real-time operational insights; reduced stakeholder response time by 15% and improved decision-making quality.
  • Led 3 cross-functional teams across Engineering, Design, QA, and Customer Success for seamless feature development, testing, and deployment.
  • Translated user insights and UX feedback into actionable product enhancements; tracked adoption, retention, and CSAT metrics through structured analytics frameworks.
  • Contributed to revenue acceleration by identifying upsell and cross-sell opportunities aligned with customer success outcomes.

Team Coach – Operations & Quality

AdvantMed India LLP
Ahmedabad
01.2020 - 08.2021
  • Driving operational excellence and client satisfaction, improving first-call resolution by 20%.
  • Implemented quality assurance frameworks and SOPs, increasing team productivity by 15%.
  • Reduced client complaints by 50% through proactive issue management and performance coaching.
  • Conducted root-cause analyses, using data analytics to identify key areas for operational improvement, cutting response time by 30%.
  • Led and coached a 13-member customer service and quality operations team, driving excellence in service delivery, productivity, and client satisfaction across multiple healthcare accounts.
  • Acted as primary client liaison, facilitating clear communication and expectation management to consistently deliver high-quality services, exceeding client SLAs.
  • Designed, implemented, and monitored Quality Assurance (QA) frameworks, process control checklists, and standard operating procedures (SOPs) to elevate accuracy, compliance, and efficiency.
  • Strengthened client relationships by 30%, leading to contract renewals, service extensions, and higher client retention rates.
  • Conducted data-driven performance audits and root-cause analyses using statistical tools (Excel, Power BI), identifying key areas for process optimization and training interventions.
  • Collaborated with Operations, WFM, Training, and Compliance teams to execute projects seamlessly and drive continuous improvement in service metrics.
  • Applied Workforce Management (WFM) principles including staffing, forecasting, schedule adherence, and performance tracking to optimize team utilization and reduce operational downtime.
  • Proactively identified operational risks and implemented corrective action plans, improving first-call resolution rates and customer satisfaction scores by over 20%.
  • Led process improvement initiatives focused on automation and workflow simplification, reducing manual errors and boosting turnaround efficiency.
  • Supported change management efforts during system transitions and new client onboarding, ensuring smooth adaptation and minimal disruption to operations.
  • Recognized for outstanding leadership and operational excellence through consistent achievement of KPIs and positive client feedback.

Operations Management Specialist

InsuranceDekho.com | Girnar Software Private Limited
Noida
02.2019 - 01.2020
  • Partnered with cross-functional teams to streamline front-to-back service workflows, reducing response time from 36 hours to under 2 hours.
  • Built SOPs, compliance frameworks, and audit readiness aligned to IRDAI requirements, adding controls and process due diligence.
  • Led operational strategy and process re-engineering across sales, service, and backend teams to improve coordination and throughput.
  • Governed execution through QBRs, performance coaching, and benefits tracking, cutting complaints by 50% and improving retention by 25%.
  • Led operational strategy and process re-engineering across sales, service, and backend teams; reduced response time from 36 hours to under 2 hours.
  • Built SOPs, compliance frameworks, and audit readiness documentation aligned to IRDAI regulatory requirements.
  • Governed execution through QBRs, performance coaching, and benefits tracking; cut complaints by 50% and improved client retention by 25%.
  • Used metrics, RCA, and structured reporting to drive decisions with senior stakeholders and identify continuous improvement opportunities.

Business Operations Specialist

Zopper
Noida
10.2017 - 02.2019
  • Led Operational Excellence initiatives across backend operations, reducing downtime by 15% through workflow redesign and governance.
  • Identified recurring issues via root-cause analysis, prioritized high-value fixes, and reduced support tickets by 25%.
  • Worked closely with Product, Sales, Support, and Technology teams for requirements planning and implementation of process changes.
  • Built KPI reporting and leadership reviews with actionable insights using Excel-based analytics and standardized reporting templates.
  • Proposed and drove automation improvements to reduce manual dependencies and improve speed, accuracy, and customer experience.

Operations Executive

Easypolicy.com
Noida
06.2017 - 10.2017
  • Delivered exceptional customer service by swiftly resolving technical and operational issues, significantly improving turnaround times and client satisfaction.
  • Drove process optimization initiatives, enhancing team productivity and streamlining coordination between operations and support teams.
  • Conducted process audits and workflow assessments to identify inefficiencies, improving accuracy and accelerating backend operations.
  • Defined and implemented quality assurance benchmarks, performing regular audits to ensure compliance with organizational and industry standards.
  • Executed document verification and audit processes, maintaining 100% accuracy and ensuring adherence to data integrity protocols.
  • Applied strong business operations expertise to redesign workflows, reduce manual dependencies, and increase operational throughput.
  • Managed cross-functional project coordination, ensuring deliverables were completed on schedule and aligned with business objectives.
  • Ensured regulatory compliance with SEBI guidelines, maintaining transparency and accuracy in all documentation and inspection processes.
  • Partnered with technology and product teams to implement automation opportunities, improving efficiency in backend documentation workflows.
  • Collaborated closely with sales, underwriting, and claims teams to ensure smooth coordination between customer support and policy issuance functions.
  • Leveraged advanced Excel and CRM tools to track KPIs, generate operational reports, and identify patterns to enhance service delivery.
  • Partnered with IT and automation teams to test and validate backend system updates, ensuring seamless integration and minimal operational disruption.

Education

Master of Business Administration -

UNITED SCHOOL OF BUSINESS MANAGEMENT
Bhubaneswar, Odisha
05-2017

Bachelor of Business Administration -

UNITED SCHOOL OF BUSINESS MANAGEMENT
Bhubaneswar, Odisha
05-2015

Skills

  • Process optimization
  • Power BI and Power Automate
  • SharePoint and MS Teams
  • JIRA project management
  • Microsoft Office proficiency
  • Critical thinking
  • Scheduling and training facilitation
  • Stakeholder engagement
  • Conflict resolution
  • Business planning and strategy
  • Operations management
  • Continuous improvement strategies
  • Customer service excellence
  • Regulatory compliance

CORE COMPETENCIES

Delivery & Project Management Agile | Scrum | Kanban | RAID Log | Milestone Tracking | RACI | Risk Mitigation | Change Control | SDLC | Sprint Planning | Dependency Management | Delivery Governance | Resource Allocation

EdTech & L&D Operations LMS Administration | VILT/ILT Delivery | Training Needs Analysis | Cohort Scheduling | Curriculum Coordination | Learner Engagement | Microsoft ESI | Faculty/Trainer Management | Learning Outcomes | Program Adoption

Product & Analytics Product Lifecycle | Feature Delivery | Backlog Management | User Stories | Product Roadmap | JIRA | Confluence | Power BI | KPI Dashboards | A/B Testing | UX Feedback Loop | Product Analytics

Business & Team Operations SOP Design | QA Frameworks | WFM | Capacity Planning | Escalation Management | Performance Coaching | Process Transformation | Vendor Management | SLA Management | QBRs | CSAT | NPS

Tools Power BI | Power Automate | SharePoint | JIRA | Confluence | Dynamics CRM | Salesforce | MS Teams | Excel | LMS Platforms | Microsoft Copilot | Azure | M365

Certification

  • Salesforce Essential Training
  • Agile Project Management: Continuous Improvement
  • Customer Success Foundations Certificate by ChurnZero
  • Atlassian Agile Project Management Professional Certificate
  • Learning Program Management
  • CSP (Certified Sales Professional)
  • AI CERTs
  • Management Excellence at Microsoft: Model, Coach, Care
  • The AI-Driven Sales Professional
  • Microsoft Copilot for Productivity by Microsoft
  • Copilot in Teams: AI-Powered Collaboration Learning
  • Microsoft 365 Copilot

ADDITIONAL

Availability: Immediate joiner Work Mode: Open to on-site, hybrid, or fully remote Relocation: Open to pan-India relocation Languages: English (Professional) | Hindi (Native)

Timeline

Program Delivery Manager

NetZeroX AI
01.2026 - Current

Partner Development Representative

NetCom Learning
07.2025 - 11.2025

Training Program & Delivery Coordinator

Allyis India (MICROSOFT INDIA)
12.2022 - 07.2025

Product Analyst → Operations & Implementation Specialist

Trainer Goes Online
09.2022 - 12.2022

Associate Product Manager → Project Delivery Lead (Ops-Focused)

Petpooja | Prayosha Foods
08.2021 - 09.2022

Team Coach – Operations & Quality

AdvantMed India LLP
01.2020 - 08.2021

Operations Management Specialist

InsuranceDekho.com | Girnar Software Private Limited
02.2019 - 01.2020

Business Operations Specialist

Zopper
10.2017 - 02.2019

Operations Executive

Easypolicy.com
06.2017 - 10.2017

Master of Business Administration -

UNITED SCHOOL OF BUSINESS MANAGEMENT

Bachelor of Business Administration -

UNITED SCHOOL OF BUSINESS MANAGEMENT

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Devaki Nandan Ray