Headline

Regional Operations Lead | Program Management | Student Success & Academic Operations | Team Leadership | MBA Candidate

About

Program Management & Regional Operations professional with 4+ years of experience driving student success, operational excellence, team leadership, and process optimization across EdTech environments. Currently working with Physics Wallah as Regional SST Lead, managing end-to-end student lifecycle operations including onboarding, escalation handling, attendance tracking, support workflows, parent engagement, CSAT/NPS coordination, and cross-functional operational execution. Previously worked as Program Manager at PW Institute of Innovation, where I managed 75+ team members across academic and operational functions while building SOPs, training frameworks, learner engagement processes, and operational structures for multiple educational verticals including Technology, Management, and Communication Excellence. Proven experience in: • Program Management • Regional Operations • Student Success & Retention • Team Leadership • Stakeholder Management • Process Optimization • Escalation Resolution • Academic Operations • Performance Tracking & Analytics • Cross-functional Collaboration Key Highlights: • Improved batch health and student engagement through structured monitoring systems • Increased operational efficiency using automated trackers and process optimization • Reduced reporting turnaround time through workflow improvements • Maintained high student satisfaction across regional operations • Led training and development initiatives for 74+ team members • Strengthened student retention through proactive outreach and support strategies • Managed Google My Business review collection and feedback improvement initiatives Currently pursuing MBA from Manipal University Jaipur (2025–2027) while actively exploring opportunities in: Program Management | Operations Management | Student Success | Academic Operations | Business Operations Open to Bengaluru & Remote opportunities.

Location

Bengaluru

AI stack

claude code

codex

deepseek

gemini

notebooklm

ChatGPT

Work experience

Regional Student Success Team Lead at PW (PhysicsWallah), Aug 2025 - Present · 1 yr 2 mos, Gujarat, India, Lead and scale the student success function across the region by mentoring, coaching, and empowering a high-performing Student Success Team to improve student engagement, retention, satisfaction, and outcomes. Drive data-driven strategies, performance tracking, and proactive interventions while collaborating cross-functionally with academic, operations, and leadership teams. Key Responsibilities & Impact 📌 Team Leadership & Development: Lead and coach the Student Success Team to ensure consistent execution of engagement and retention strategies focused on measurable improvements. 📊 Performance Tracking & Analytics: Monitor KPIs including student retention trends, CSAT uplift, and NPS/NSAT scores to guide strategy and drive continuous improvement. 📈 Retention Initiatives: Implement targeted outreach and retention programs to strengthen regional retention through structured check-ins, proactive support, and personalized student engagement. 📞 Team-Led Engagement & Collection Calling: Oversee and optimize team-led collection calling to support students with attendance, academic progress, and escalated concerns, improving engagement and completion outcomes. ⭐ Google My Business Review Strategy: Lead efforts to systematically collect and enhance student Google My Business reviews, strengthening online reputation and regional feedback scores. 🤝 Cross-Functional Collaboration: Partner with academic, support, and operational stakeholders to align success frameworks and enhance student journey touchpoints. 🧠 Data-Driven Interventions: Use insights from retention, engagement, CSAT, and NPS/NSAT data to refine outreach workflows and success protocols that drive measurable improvements. 🏆 Escalation & Quality Assurance: Serve as a senior escalation point for complex student issues, ensuring timely, high-quality resolutions that uphold student satisfaction and success.

Program Manager at PW Institute of Innovation, Jan 2025 - Aug 2025 · 8 mos, Bengaluru, Karnataka, India, • Managing end-to-end training programs for 74 members across Technology , Management , Communication Excellence department. • Direct structured departmental training across both Technology and Management streams, tailored to subject-specific needs and industry relevance. • Strengthen academic delivery through structured lecture sessions, shadow training, and continuous assessments. • Leading curriculum design, content development, research projects, and project-based learning models to elevate academic standards. • Manage and mentor dummy faculty to ensure smooth classroom transitions and consistent performance. • Align training strategies with organizational goals by collaborating cross-functionally and ensuring measurable outcomes.

Regional Manager at PW (PhysicsWallah), May 2024 - Dec 2024 · 8 mos, Bengaluru, Karnataka, India, 🌟 Associate Manager | Inspiring Regional Team Leadership | Operational Excellence 🌟 • Led operations across 9 centers ( East, Mumbai, Bangalore, Chennai, Hyderabad) with a team of 32 members. • Increased batch health by 15% via monitoring systems and productivity tools. • Automated trackers to improve content delivery efficiency by 20%. • Streamlined daily reporting, reducing compilation time by 30%. • Maintained 95%+ student satisfaction through proactive resolution systems. • Rolled out new onboarding processes, reducing setup time by 25%. • Conducted weekly trainings, leading to a 30% improvement in team performance metrics.

Batch Team Lead (Senior Associate) at PW (PhysicsWallah), Mar 2023 - Apr 2024 · 1 yr 2 mos, Kolkata, West Bengal, India, 🌟 Team Leader | Operations Enthusiast 🌟 As a dedicated Regional Manager with a passion for excellence, I lead a dynamic team across seven centers, comprising a total of 32 talented individuals. My relentless commitment to achieving results has allowed me to drive operational efficiency and ensure the successful execution of key projects. 🔹 Team Leadership: I take immense pride in harnessing the potential of my team, consistently inspiring them to excel in their roles. My ability to empower and guide my team members has resulted in a motivated and high-performing workforce. 🔹 Operational Excellence: I am driven by the pursuit of operational excellence, with a proven track record of getting things done. 🔹 Collaborative Expertise: Collaboration is at the heart of my success. I am skilled at working closely with different teams, fostering a spirit of cooperation and synergy. Whether it's maintaining Google Sheets, coordinating cross-functional projects, or scheduling meetings, I excel in creating seamless workflows.

Batch Manager at PW (PhysicsWallah), Jul 2022 - Mar 2023 · 9 mos, Kolkata, West Bengal, India

Admissions Counselor- Inside Sales at upGrad, Nov 2021 - May 2022 · 7 mos, Kolkata, West Bengal, India, • Selling post-graduation courses over various domains. • Build and maintain business by working on assigned leads. Which include new, nurturing as well as dead leads. • Handling career consulting for people from 0 to 25+ the years of experience across various roles and domains.

Customer Relationship Officer at Bharti Airtel, Dec 2020 - May 2021 · 6 mos, Ranchi, Jharkhand, India, Customer Relationship Officer (C.R.O.) • I opened Most Airtel Payment banks for 3 months. • Scored Highest Training marks in Training (93.8%) • Cashier - take care of all cash Transactions in Store. • Handled all the audits in Airtel Store.

Education

Master of Business Administration - MBA, Manipal University Jaipur

Bachelor's Degree, Business/Commerce, General, Binod Bihari Mahto Koylanchal University