Shikha
Gurugram
Summary
Data-driven Operations Manager with expertise in multi-site operations, performance analytics, and process optimization. Known for identifying gaps, driving root-cause solutions, and leveraging automation to improve efficiency, service quality, and customer experience.
Overview
5
5
years of professional experience
Work History
Manager - Student success
Virohan
Gurugram
12.2024 - Current
- Led academic and operational performance across more than 5 campuses and more than 4 programs, impacting over 1,000 students, ensuring consistent quality and compliance.
- Standardized academic processes and audits, reducing deviations by approximately 30%, and achieving compliance scores of over 85%.
- Drove a data-backed academic strategy, improving pass percentage by 10% and reducing drop outs by 5%.
- Partnered with Product, Technology, Placements, and Relationship teams to identify bottlenecks, optimize learner journeys, and enable cross-functional decision-making.
- Monitored academic KPIs (attendance, assessments, TAT, NPS) to reduce escalations and academic backlogs.
- Drove LMS adoption and process automation by evaluating manual touchpoints, measuring turnaround times, and implementing tech-enabled solutions to improve scalability.
Senior Program Manager
Great Learning
Gurugram
05.2022 - 11.2024
- Acted as the SPOC for program operations across multiple Data Science and Business Analytics batches, supporting structured delivery for over 400 learners.
- Owned end-to-end program performance, tracking timelines, learner progress, and operational risks to ensure on-time and consistent delivery.
- Analyzed operational and learner data using Google Sheets to identify trends, bottlenecks, and deviations, enabling data-backed interventions.
- Developed performance trackers, dashboards, and summaries to support leadership reviews, and operational decision-making.
- Diagnosed root causes of escalations through issue pattern analysis, and implemented corrective actions to reduce repeat incidents.
- Drove continuous process improvements by reviewing workflows, aligning stakeholders, and recommending efficiency and quality enhancements.
Product Specialist
Think & Learn Pvt. Ltd.(BYJU'S)
Bangalore
12.2020 - 04.2022
- Managed and analyzed 500+ product-related escalations, identifying recurring issues, and contributing to faster resolution cycles and improved customer satisfaction.
- Partnered with content and technology teams to surface product gaps using escalation and user feedback trends, supporting feature and experience enhancements.
- Owned retention and engagement for premium customers, using usage patterns and interaction insights to drive proactive, personalized support.
- Built and delivered structured onboarding and process training for new team members, improving handling quality, and operational efficiency.
- Leveraged CRM and support platforms (Salesforce, Freshdesk, POMS, LeadSquared) to track cases, monitor performance metrics, and support data-driven decision-making.
Education
Master's - Public Relations & Advertising
Makhanlal Chaturvedi University
Noida09-2020
Bachelor's - Mass Communication
Patna University
05-2018
Skills
- Operational planning and execution
- Process optimization and scalability
- Cross-functional collaboration and problem solving
- Workflow analysis and automation
- Team leadership and training
- Customer experience and retention
- Data-driven decision making
- Stakeholder communication and management
- KPI tracking and performance analysis
Timeline
Manager - Student success
Virohan
12.2024 - Current
Senior Program Manager
Great Learning
05.2022 - 11.2024
Product Specialist
Think & Learn Pvt. Ltd.(BYJU'S)
12.2020 - 04.2022
Master's - Public Relations & Advertising
Makhanlal Chaturvedi University
Bachelor's - Mass Communication
Patna University