Job Summary

Who we're looking for: We're looking for a leader who is a people-first operations leader and deeply cares about experience quality. This is a role for someone who has led customer- or student-facing operations teams and owned outcomes in NPS or customer satisfaction scores.

What the role is about: You will own the end-to-end student experience during the training programs at Kraftshala. Your mandate is simple but non-trivial: deliver consistently high student delight (NPS), ensure experience excellence across live cohorts, improve learning outcomes, reduce escalations and drop-offs, and build systems that allow us to scale student experience sustainably.

Why you should apply: You get ownership of outcomes that truly matter: student success, experience, and scale; You'll lead and grow high-impact associates and senior associates driving individual batches; You'll work in a fast-growing, accountability-heavy environment with real decision-making power; You'll shape how thousands of learners experience Kraftshala as we scale.

Responsibilities

- Run Scalable, Error-Resistant Program Operations: Design and operate tight, predictable systems for running live cohorts covering schedules, communications, dependencies, and handoffs so students experience consistency and reliability at every touchpoint. This role requires moving beyond firefighting to proactively identifying risks, fixing root causes, and reducing operational and experience-related friction at scale. Success Metrics: Schedule adherence on-time delivery; Operational error rate and escalation recurrence.
- Own End-to-End Student Experience: Be the single-point owner for the student journey across programs from onboarding to completion ensuring students feel supported, challenged, and confident in their progress and outcomes. This includes translating student feedback into meaningful improvements, balancing empathy with accountability, and maintaining experience quality as cohorts scale. Success Metrics:



Net Promoter Score (NPS) and feedback quality trends; Student completion rates.
- Improve Student Learning Outcomes: Partner with different stakeholders - academics, external experts, placements team - to ensure students are not just attending sessions, but actually learning and progressing. Actively identify learning bottlenecks - across concepts, pace, assessments, or confidence - and drive interventions to unblock student progress. This pillar is about using data, observation, and feedback to continuously raise learning effectiveness across cohorts. Success Metrics: Student progression against benchmarks; Reduction in learning-related escalations and stagnation points.
- Drive Student Advocacy, Engagement Community: Build a solid sense of belonging and advocacy by designing high-impact engagement models - clubs, peer-led initiatives, cohort rituals, and online community structures - that deepen participation and peer learning. Own the design of a scalable online learning school that encourages contribution, knowledge-sharing, and mutual accountability, turning students into advocates rather than participants. Success Metrics: Student participation; Student advocacy.
- Lead Scale a High-Ownership Program Management Team: Build, coach, and develop a team of Program Managers / Student Success Associates who operate with clarity, judgment, and accountability toward students. Set clear performance standards, enable independent decision-making, and grow future leaders who can run cohorts end-to-end. Success Metrics: Team performance against OKRs; Team engagement,



internal feedback attrition.
- What Makes This Role Hard (and Exciting): You operate in ambiguity at scale. Live cohorts bring unpredictable challenges. You'll constantly make judgment calls while balancing speed, quality, and empathy. You build systems while programs are live. Improving processes without pausing execution is hard but every fix compounds across future cohorts. You influence across teams. Driving student outcomes requires working with Academics, Placements, Product, and Tech - often without direct authority. Your work has a real impact. Decisions you make directly affect student confidence, engagement, and career outcomes making the responsibility high and the reward meaningful. You own outcomes, not tasks. Success is measured by student experience, learning progression, and trust not by how well processes are followed.
- Month 1: Own a live cohort end-to-end as a Program Manager; Build deep understanding of current student journeys, pain points, and operational gaps; Establish baseline metrics for NPS, escalations, and drop-offs.
- Month 2: Start driving targeted improvements in cohort operations and student communication; Coach Program Managers using real cohort insights; Increase student engagement and student learning outcomes through targeted measures.
- Month 3 and beyond: Standardize best-in-class student success playbooks; Build scalable systems to support larger cohorts without proportional headcount growth; Consistently deliver high NPS and low drop-offs across programs.

Must Haves

- 5-8 years of experience in people-forward customer-facing operations roles (preferably edtech or higher education)

Disclaimer: This job description has been sourced from a public domain and may have been modified by Naukri.com to improve clarity for our users. We encourage job seekers to verify all details directly with the employer via their official channels before applying.

📌 Operations Lead (Student Success) (New Delhi)
🏢 Kraftshala
📍 New Delhi