Shashank C Shetty
Bengaluru
Summary
Senior Program Associate driving end-to-end mentorship operations for large tech cohorts. Combine stakeholder management with data-driven decision making and KPI tracking to reduce operational costs and improve engagement. Partner cross-functionally to design scalable SOPs, optimize workflows, and elevate learner outcomes through quality assurance and performance monitoring.
Overview
7
7
years of professional experience
5
5
Certifications
Work History
Senior Program Associate
Scaler
02.2025 - Current
- Led end-to-end mentorship operations for large tech cohorts, enhancing workflow efficiency and program management across cross-functional teams.
- Reduced mentor no-shows from ~10% to 1% through scalable SOP development, quality assurance protocols, and performance monitoring systems.
- Achieved 16% reduction in operational costs through data-driven decision making, optimizing mentor allocation, scheduling, and resource utilization.
- Collaborated with Product, Tech, and Instruction teams for stakeholder management, implementing metrics-driven improvements to learner outcomes.
- Developed comprehensive KPI tracking dashboards and reporting frameworks for operational efficiency and root cause analysis.
Student Counsellor - NPS Operations
Scaler
11.2022 - 01.2025
- Monitored program health metrics and engagement KPIs, executing data-driven campaigns that improved learner activity and overall engagement.
- Conducted root-cause analysis on feedback and operational data, generating actionable insights and monthly reports to support stakeholder decision-making.
- Coordinated cross-functional teams to implement workflow optimizations, reduce learner challenges, and deliver structured academic and performance guidance through surveys, frameworks, and counseling.
Senior Student Success Specialist
BYJU'S
02.2020 - 10.2022
- Managed post-sales learner lifecycle and stakeholder coordination, improving engagement, proficiency, and product adoption through data-driven mentoring interventions.
- Built a comprehensive technical-issue manual and standardized workflows that reduced escalations and strengthened operational quality and efficiency.
Technical Support Executive
BYJU'S
02.2019 - 01.2020
- Diagnosed and troubleshot technical issues reported by students, providing step-by-step guidance and solutions to navigate platform.
Customer support experience
Byjus
Bengaluru
08.2018 - 01.2019
- Identify and assess customers needs to achieve satisfaction. Provided precise and required assistance to the customers.
Education
Bachelor of Engineering - Mechanical Engineering
Rajarajeswari College of Engineering
Bengaluru, India08-2018
Skills
- Program and project management
- Stakeholder engagement
- Cross-functional collaboration
- Quality assurance and control
- Data analysis and reporting
- Performance tracking
- Workflow optimization
- Standard operating procedures development
- Metrics and KPI management
- Operational effectiveness
- Root cause analysis
- Customer success strategies
Profile
Senior Program Associate driving end-to-end mentorship operations for large tech cohorts. Combine stakeholder management with data-driven decision making and KPI tracking to reduce operational costs and improve engagement. Partner cross-functionally to design scalable SOPs, optimize workflows, and elevate learner outcomes through quality assurance and performance monitoring.
Websites
Languages
English
Advanced (C1)
C1
Kannada
Proficient (C2)
C2
Tulu
Native
Native
Hindi
Proficient (C2)
C2
Certification
Introduction to UX writing - Udemy (Feb 2022)
Timeline
Senior Program Associate
Scaler
02.2025 - Current
Student Counsellor - NPS Operations
Scaler
11.2022 - 01.2025
Senior Student Success Specialist
BYJU'S
02.2020 - 10.2022
Technical Support Executive
BYJU'S
02.2019 - 01.2020
Customer support experience
Byjus
08.2018 - 01.2019
Bachelor of Engineering - Mechanical Engineering
Rajarajeswari College of Engineering