Nitin Dubey
New Delhi
Summary
Strategic and performance-driven Operations Manager & Senior Program Leader with 7+ years of experience driving large-scale operations, customer success, and business growth across the EdTech, E-Commerce and Matrimony sectors. Demonstrated expertise in building and leading high-performing teams, elevating service quality, and transforming customer journeys through data-driven decision making and process innovation.
Adept at managing complex programs and cross-functional projects with strong command over operational strategy, financial planning, procurement, and stakeholder management. Recognized for designing scalable processes, resolving high-impact challenges, and aligning teams with organizational goals. Known as a proactive problem solver with a keen eye for detail, consistently delivering measurable outcomes and operational excellence in fast-paced environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Operations Manager
People Interactive Group
Lucknow
04.2025 - Current
- Led end-to-end operations setup and scale-up for the Lucknow unit, building and managing a 45-member RM team and 3 Team Leads, with full ownership of service delivery, workforce planning, capacity management, and operational governance.
- Owned daily service operations and performance management, driving data-led execution through real-time dashboards, funnel optimisation, and structured review cadences.
- Improved customer connectivity from 50–55% to 89% and concall completion from 40% to 77% MTD by implementing metric governance, predictive tracking, and SLA-driven execution.
- Drove revenue operations and retention outcomes, increasing monthly renewals from ₹11.5L to ₹17.7L, improving achievement from 60%, and contributing directly to P&L improvement through revenue protection and cost optimisation.
- Built and embedded a customer-success operating model, designing escalation management frameworks, structured feedback loops, and personalised service journeys, resulting in improved NPS and reduced repeat escalations.
- Instituted quality and capability frameworks, introducing quality scorecards, RM performance heatmaps, and targeted coaching programs to enhance communication quality, product adoption, and execution consistency.
- Led process optimisation and automation initiatives, standardising SOPs, automating daily trackers, strengthening CRM hygiene, and enforcing no-compromise operational benchmarks across teams.
- Partnered cross-functionally with CRM, HR, and Training teams to streamline onboarding, reduce time-to-productivity, and embed a continuous improvement cadence.
- Strengthened forecasting and risk management through weekly trend analysis, performance segmentation, and micro-metric monitoring, enabling proactive intervention and corrective action.
- Established robust operational governance mechanisms, including daily WBRs, weekly performance reviews, and data-driven escalation protocols, ensuring consistent adherence to KPIs, SLAs, and compliance standards.
Manager - Learning Experience
UpGrad Education Pvt. Ltd.
Noida
05.2024 - 03.2025
- Directed end-to-end operations of global education programs, ensuring seamless coordination with leading international universities and maintaining adherence to rigorous academic and institutional standards.
- Strengthened the student experience through rapid-resolution grievance management, establishing a supportive ecosystem that prioritizes well-being, escalations control, and sustained satisfaction.
- Designed and delivered high-impact visa readiness workshops and one-on-one coaching interventions, significantly increasing student confidence and improving visa approval success rates across multiple destinations.
- Implemented data-driven academic performance monitoring, identifying at-risk learners early and deploying personalised intervention plans to help students achieve and maintain required CGPA benchmarks.
- Built and nurtured strategic partnerships with global university stakeholders, leveraging feedback and performance analytics to continuously refine program quality, student outcomes, and institutional alignment.
- Led and developed a cross-functional team of advisors and support specialists, instilling a culture of ownership, operational excellence, and student-centric service delivery.
- Leveraged analytics and student lifecycle insights to evaluate program effectiveness, optimise resource deployment, and guide continuous improvement initiatives across academic, operational, and support functions.
Program Manager
UNIVO Education Pvt. Ltd.
Noida
09.2023 - 02.2024
- Developed comprehensive program plans outlining scope, milestones, timelines, and resource requirements, ensuring clear execution pathways and successful end-to-end program delivery.
- Built and maintained strong relationships with key stakeholders — including executives, project managers, cross-functional teams, and external partners — to drive alignment, secure buy-in, and ensure seamless program execution.
- Collaborated with subject matter experts to design and implement structured mentoring programs, enhancing learner engagement, academic outcomes, and overall student experience.
- Led and inspired cross-functional teams, providing strategic direction, operational clarity, and continuous guidance to enable successful project delivery within defined timelines and quality standards.
Program Manager
Hero Vired (Hero Group)
Delhi
06.2022 - 09.2023
- Led end-to-end operations for global education programs, ensuring high learner satisfaction, academic continuity, and consistent delivery of high-quality learning experiences.
- Conducted in-depth analysis of the educational landscape, identifying systemic challenges faced by learners and faculty, and using insights to drive program enhancements and targeted support strategies.
- Defined program goals, success metrics, and strategic execution plans, aligning resources, budgets, and processes to achieve desired academic and operational outcomes.
- Collaborated with diverse internal and external stakeholders to ensure assigned programs met their intended objectives, maintained quality benchmarks, and delivered measurable impact.
- Oversaw program delivery and batch completion ratios, managing curriculum execution, learner engagement, and intervention efforts from program inception through successful completion.
- Engaged with project stakeholders through regular review cycles, assessing progress, identifying risks, and executing data-backed adjustments to maintain timeline and quality alignment.
- Enhanced operational efficiency through analytics-driven process improvements, enabling faster decision-making, reduced bottlenecks, and improved student and faculty experience.
- Managed faculty onboarding and performance governance, ensuring instructional quality, timely delivery, and adherence to academic standards across all programs.
Customer Success Manager
McCoy Mart, McCoy Group
Delhi
11.2018 - 06.2022
- Managed the complete customer engagement lifecycle, including lead generation, verification, and service quality calls, ensuring seamless resolution of queries related to dispatch, delivery, returns, and refunds through coordinated cross-functional support with logistics teams.
- Drove acquisition and onboarding of high-value B2B professionals such as Interior Designers, Builders, and Architects by registering and approving Pro Accounts, contributing to sustained business growth and stronger partner ecosystems.
- Led process optimisation initiatives, designing standard operating procedures (SOPs), escalation frameworks, and quality benchmarks that improved service consistency and reduced resolution time.
- Monitored key customer success metrics, converting performance trends into actionable insights that boosted operational efficiency, NPS, and issue-resolution effectiveness.
- Leveraged customer feedback and behavioral data to refine customer success strategies, enhance engagement models, and improve product adoption and retention outcomes.
- Collaborated with internal teams across operations, logistics, and product to deliver prompt support, streamline communication workflows, and strengthen organisational responsiveness to client needs.
- Implemented targeted communication and relationship-building strategies, resulting in deeper customer connections, higher satisfaction levels, and improved lifecycle value.
- Negotiated effectively with customers, driving engagement, retention, and revenue preservation through proactive intervention and tailored service solutions.
- Supported B2B expansion through successful acquisition and approval of Pro Accounts, enabling strategic partnerships and enhanced marketplace presence.
Education
Master of Arts - English
Jaipur National University
Bachelor of Arts - English
Deen Dayal Upadhyay University
Higher Secondary Certificate -
PT KCCS ICM Mansa Dhimshri
Secondary School Certificate -
Kendriya Vidyalaya
New DelhiSkills
- Business & Revenue Growth Strategy
- Post-Sales Operations & Retention Management
- Service Quality Optimization & NPS Improvement
- Data-Driven Performance Management
- Program Development & Strategic Planning
- Budget Planning & Resource Allocation
- Operations Management
- Process Design, Improvement & Implementation
- Policy & Procedure Development
- Risk Assessment & Mitigation
- Crisis & Escalation Management
- Performance Metrics Evaluation
- Organizational Development
- Team Leadership & People Development
- Training, Coaching & Continuous Improvement
- Performance Monitoring & Governance
- Conflict Resolution & Change Management
- Cross-Functional Collaboration
Certification
- Leadership & Management
- Operations Management
- Project Management Assessment
Accomplishments
- Star of the Month (01/01/23 - 02/28/23) for exceptional leadership and performance.
Languages
English
Proficient (C2)
C2
Hindi
Native
Native
Timeline
Operations Manager
People Interactive Group
04.2025 - Current
Manager - Learning Experience
UpGrad Education Pvt. Ltd.
05.2024 - 03.2025
Program Manager
UNIVO Education Pvt. Ltd.
09.2023 - 02.2024
Program Manager
Hero Vired (Hero Group)
06.2022 - 09.2023
Customer Success Manager
McCoy Mart, McCoy Group
11.2018 - 06.2022
Master of Arts - English
Jaipur National University
Bachelor of Arts - English
Deen Dayal Upadhyay University
Higher Secondary Certificate -
PT KCCS ICM Mansa Dhimshri
Secondary School Certificate -
Kendriya Vidyalaya