Nitin Goyal
Summary
Results-driven Senior Program & Product Operations leader with over 10 years in business transformation and portfolio governance across EdTech and manufacturing. Directs end-to-end delivery and stakeholder management for a ₹50Cr+ annual revenue portfolio, managing a network of 300+ professionals. Achievements include significant improvements in customer satisfaction, revenue retention, and operational efficiency through strategic governance and process optimisation.
Overview
12
12
years of professional experience
Work History
Senior Manager, Program & Product Operations
Great Learning
Gurugram
03.2019 - Current
- Own end-to-end delivery and governance for a 12-program, ₹50Cr+ portfolio, orchestrating product, digital delivery, faculty, and support functions to consistently hit SLA and quality targets across 4,000+ customers.
- Lead a direct team plus a 300+ member extended network of mentors, trainers, and academicians, embedding program governance and quality standards at scale.
- Optimize resource allocation and operational workflows, reducing program operating costs by 20% while sustaining quality and CSAT gains.
- Introduced reconciliation and governance controls, reducing revenue leakage from 25% to below 10%.
- Redesigned customer feedback and service-recovery workflows, increasing NPS from 30 to 75 and elevating customer experience standards for the portfolio.
- Build KPI dashboards, giving leadership real-time visibility into SLA adherence, customer engagement, and enrollment health enabling faster, data-driven decisions
- Partner with product and technology teams on digital delivery platform enhancements, improving platform experience and cutting operational overhead by 15%.
- Lead market research and competitor analysis across a 12-program portfolio, including go-to-market execution for 3 new programs launched from 0 to 1, now contributing 15%+ of portfolio enrollments.
- Deploy GenAI tools to automate recurring reporting and operational workflows, cutting manual turnaround time and freeing capacity for higher-value governance work.
- Manage strategic partnerships with 5 universities, owning stakeholder governance, escalation resolution, and product enhancements that improve operations and learner experience.
Manager, Manufacturing Operations
Trident Group
Budhni & Barnala
08.2014 - 04.2018
- Supervised 450+ person workforce during project setups, achieving operational excellence and maintaining safety compliance.
- Managed operational and capital budgets of INR 6Cr, optimising inventory management on SAP ERP.
- Implemented Lean Manufacturing methods (Kaizen, 5S, Quality Circles) that improved productivity and process performance.
- Enhanced machine uptime and production throughput through implementation of preventive maintenance programmes.
- Delivered energy conservation initiatives saving INR 20 lakhs annually, and led greenfield utility projects generating INR 60 lakhs in savings.
Education
Native AI - Workflow and Agents for Productivity- Ongoing
Great Learning
Online07-2026
Certificate of Higher Education - Data Science & Business Analytics
The University of Texas at Austin
Online01-2023
PGPM - Operations & Finance
Great Lakes Institute of Management
01-2019
B.Tech - Mechanical Engineering (Energy Specialization)
Vellore Institute of Technology
Vellore01-2014
Certificate - PMP- – Eligible; to pursue as per role requirement
PMI
OnlineSkills
- Program and portfolio management
- Operational governance
- P&L ownership
- Process optimisation
- KPI analytics
- AI automation
- Customer success improvement
- Business transformation
- Stakeholder and vendor management
- Cross-functional leadership
- Risk controls
- Customer success
- Gemini Workspace
- Google Apps Script
- Python, KNIME & SQL
- Tableau & Power BI
- SAP ERP
- Microsoft Suite
- JIRA & Asana
Timeline
Senior Manager, Program & Product Operations
Great Learning
03.2019 - Current
Manager, Manufacturing Operations
Trident Group
08.2014 - 04.2018
Native AI - Workflow and Agents for Productivity- Ongoing
Great Learning
Certificate of Higher Education - Data Science & Business Analytics
The University of Texas at Austin
PGPM - Operations & Finance
Great Lakes Institute of Management
B.Tech - Mechanical Engineering (Energy Specialization)
Vellore Institute of Technology
Certificate - PMP- – Eligible; to pursue as per role requirement
PMI