Headline

Senior Manager Operations & Program Delivery | EdTech & SaaS | 250+ Global Mentors | Automation • NPS • Scale | Novatr | Ex-ClassPlus | Ex-Uflex Limited | Ex-Liberty Shoes | ICFAI Business School ’20

About

I work at the intersection of people, processes, and data - where most real operational problems actually live. Over the last 10+ years, I’ve had the opportunity to work with both startups and established organisations, helping teams scale by building systems that are practical, measurable, and easy to work with. Currently, as a Senior Operations Manager at Novatr, I work closely with cross-functional teams to: - Manage 24+ concurrent cohorts across time zones - Oversee a ₹50L+ monthly mentor operations budget - Reduce operational costs by ~20% through process redesign - Automate ~40% of recurring workflows using Google App Script - Build real-time dashboards to track mentor and program performance - Improve learner experience, contributing to 78%+ NPS and 92%+ CSAT Before this, I’ve worked across: - EdTech (ClassPlus) - Enterprise & FMCG (UFlex, Liberty Shoes) What I enjoy most is bringing structure to messy problems: - Designing SOPs that people actually use - Creating dashboards teams trust and refer to - Building ops frameworks that scale without burning people out I believe good operations often go unnoticed and that’s usually a sign they’re working well. But their impact shows up everywhere: in outcomes, in morale, and in consistency. If you’re building a team, product, or program and want clarity without unnecessary complexity, happy to connect.

Location

New Delhi

AI stack

claude code

gemini

notebooklm

openai

perplexity

Zapier

Work experience

Senior Operations Manager at Novatr, Dec 2022 - Present · 3 y 11 mo, Gurugram, Haryana, India, - Led mentor operations across 24+ concurrent cohorts across time zones, managing a ₹50L+ monthly budget with a 20% cost reduction and a 30% boost in process efficiency - Automated 40% of the operational workflow via App Script to eliminate repetitive tasks, improving accuracy and scalability of mentor programs - Designed performance dashboards using Google Sheets and App Script, enabling real-time tracking and actionable insights into mentor KPIs - Collaborated with the product team to conceptualize and develop a mentor dashboard for tracking performance metrics and productivity, reinforced by SOPs to foster mentor experience and engagement - Initiated training and engagement programs that led to a 15% increase in mentor satisfaction and a 25% uplift in mentorship quality - Shortened onboarding time by 30% through SOP revamp and structured workflows - Leveraged ClickHouse, SQL, Metabase, and Sheets for data-backed reporting and performance optimization - Achieved 78%+ NPS, 92%+ CSAT, and 240% growth in Google reviews (4.0 to 4.6) through quality-focused initiatives - Organised, executed, and managed the Novatr Premier League (NPL), fostering employee engagement through sports - Captained and managed Novatr’s corporate cricket team, coordinating participation in external tournaments and matches - Supported planning and execution of sports and cultural events, contributing to team bonding and organizational culture

Operations Manager at Novatr, Jul 2024 - Nov 2025 · 1 yr 5 mos, Gurugram, Haryana, India

Mentor Operations at Novatr, Dec 2022 - Jul 2024 · 1 yr 8 mos, Gurugram, Haryana, India

Technical Operations at Classplus, May 2022 - Dec 2022 · 8 mos, Noida, Uttar Pradesh, India, • Identified root causes and collaborated with cross-functional teams to implement effective solutions, resulting in heightened client satisfaction • Provided timely resolutions to high-priority client technical queries on SaaS products, enhancing client satisfaction, and fostering business growth with an average TAT of 4 hours, leveraging Freshworks and Spark TG CRM tools • Led successful ViDU migration project, demonstrating strong project management skills to enhance operational efficiency

Assistant Marketing Manager at UFLEX Limited, Mar 2020 - May 2022 · 2 yrs 3 mos, Noida, Uttar Pradesh, India, - Capitalized on Industry & marketplace trends to strategize solutions and enhance business operations - Worked with clients like P&G, Patanjali, Dabur, etc. - Consulted with product development teams to enhance products based on customer data - Developed & implemented favourable pricing structures, balancing firms objectives against customer targets - Developed creative sales tools, including presentations, trend reports, and product data sheets - Maintaing MIS, Complaint resolution & Receivable management

Recruiter at Axis Consultants, Feb 2019 - May 2019 · 4 mos, Nariana, Delhi, Involved in screening, recruitment, selection, coordination, and documentation procedure of the firm, the study about the startup of a consultant and its collaboration and expansion and also carried out a survey for the awareness and perception towards the firm. Offered PPO for the contribution.

Key Account Manager at Liberty Shoes Ltd., Aug 2013 - Apr 2018 · 4 yrs 9 mos, New Delhi, Delhi, India, - Managing distributors/Dealers/Retailers to ensure the sales plan is achieved - Ensuring operational efficiency with optimal stock management & inventory replenishment - Liaise with sales team, production, warehouse operation and also with existing & new franchise to analyse supply completion timeline - Analysis for Sales/ Return data with reason for improving the business & service - Preparing timely market working reports for management - Merchandising & Resolving customer/ retailers grievances

Education

Master of Business Administration - MBA, ICFAI business school

Bachelor’s Degree, B.tech, GNIOT