Kraftshala
Website:
kraftshala.com
Job details:
Location: Gurugram || Function: Program Management | Student Operations | Learning Operations | Customer Experience
We’re hiring a Senior Associate, Program Management - Student Operations & Experience at Kraftshala.
In this role, you will own end-to-end program delivery, student experience, program operations, and operational execution for our flagship learning programs, directly impacting outcomes for hundreds of students.
The short version
Who we’re looking for: Someone who thrives in fast-paced environments, enjoys solving operational problems, communicates clearly under pressure, and genuinely cares about creating exceptional student experiences. If you naturally take ownership, bring structure to chaos, and enjoy making systems work better every day, you’ll fit right in here.
What this role is about: You’ll manage learning programs end-to-end - ensuring students stay on track, stakeholders stay aligned, and execution happens smoothly across multiple moving parts. The role combines program management, operations, stakeholder coordination, student support, and process improvement.
Why you should apply: This is a strong fit for someone with 1-3 years of experience who wants rapid ownership, steep learning, and exposure to real operational complexity early in their career. You’ll work in a fast-moving, high-trust environment where strong execution, responsiveness, initiative, and problem-solving are deeply valued.
About us: Kraftshala is India’s largest skilling institution in terms of marketing placements, with a 94% placement rate, and we are gunning to become the world’s largest career launchpad, across domains.
We’re backed by a number of eminent investors including ex-unicorn startup founders and CXOs of global giants like RedBus, NoBroker, Nestlé, and Performics.
The detailed version:
As a Senior Associate, Program Management - Student Operations & Experience at Kraftshala, you’ll coordinate live sessions, manage stakeholders, improve processes, and ensure our programs run smoothly at scale. You will own operational execution across multiple moving parts. This role requires someone who can combine strong operational thinking with empathy, responsiveness, attention to detail, and excellent execution discipline.
Specific responsibilities will include:
Program Management & Student Operations
- Taking charge of the entire learning journey for assigned student cohorts and ensuring smooth end-to-end program delivery. Metric to Measure: % of students achieving key learning milestones; cohort completion metrics
- Being the first point of contact for students, solving queries promptly, empathetically, and with strong ownership. Metric to Measure: Average response/resolution time; student satisfaction scores
- Coordinating and executing live sessions, schedules, assessments, and operational workflows seamlessly across batches. Metric to Measure: % of sessions conducted without operational issues or reschedules
- Managing student escalations effectively and ensuring timely closure while maintaining a strong student experience. Metric to Measure: Escalation turnaround time; escalation satisfaction scores
- Tracking student engagement, participation, and progress using internal systems and operational dashboards. Metric to Measure: % of students receiving timely nudges/support; engagement metrics
Stakeholder Management & Cross-functional Coordination
- Liaising with trainers, mentors, evaluators, operations teams, and internal stakeholders to ensure aligned execution. Metric to Measure: Timeliness and quality of stakeholder coordination; stakeholder feedback
- Managing communication across multiple stakeholders while ensuring clarity, responsiveness, and follow-through. Metric to Measure: Task completion timelines; communication effectiveness
Process Improvement & Operational Excellence
- Identifying inefficiencies in workflows and proactively improving operational systems and processes. Metric to Measure: Number of process improvements implemented; measurable impact on delivery quality
- Leveraging tools and automation platforms (Notion, Google Sheets, Zapier, etc.) to streamline workflows and reduce manual effort. Metric to Measure: Reduction in manual interventions; automation coverage across workflows
Monthly Outcomes
- Month 1: Learn the ropes - understand our program delivery workflows, student journey, systems, tools, communication practices, and operational processes while shadowing ongoing cohorts.
- Month 2–3: Take ownership of one or more student cohorts end-to-end, independently manage student communication and operational workflows, and identify at least one meaningful process improvement opportunity.
- Month 4: Own multiple cohorts independently, handle stakeholder coordination smoothly, drive operational execution with minimal supervision, and consistently hit key program delivery metrics.
Top Grading
- Ownership & Accountability: An A-Player takes complete ownership of outcomes, follows through consistently, and proactively solves problems before they escalate, whereas a B-Player requires reminders and reacts only after issues surface.
- Operational Excellence: An A-Player brings structure to complexity, manages multiple moving parts effectively, and executes reliably under pressure, whereas a B-Player struggles with prioritization and consistency.
- Student Obsession: An A-Player genuinely cares about student experience and looks for ways to improve it proactively, whereas a B-Player focuses only on task completion.
- Process Thinking: An A-Player continuously improves systems and workflows to make operations more scalable and efficient, whereas a B-Player sticks to existing processes without questioning or optimizing them.
- Attention to Detail: An A-Player catches small issues early and maintains high execution accuracy, whereas a B-Player misses details that create operational friction or delays.
- Communication & Coordination: An A-Player communicates clearly, promptly, and with context across stakeholders, whereas a B-Player’s communication is inconsistent, delayed, or incomplete.
- Learning Agility: An A-Player adapts quickly, absorbs feedback well, and improves continuously, whereas a B-Player struggles with change or repeated feedback.
Must Haves
- 1-3 years of experience in operations, program management, customer success, student operations, stakeholder management, or coordination-heavy roles (We are not too fussed about the number of years. Experience is simply a proxy for capability, which is what we really care for)
- Strong execution discipline and the ability to manage work independently in fast-paced environments
- Experience handling multiple stakeholders, timelines, and operational workflows simultaneously
- Strong written and verbal communication skills
- Comfort with ambiguity, problem-solving, and operational firefighting when needed
- Hands-on proficiency with tools like Google Sheets, MS Excel, Zoom, Notion, or similar workflow/project management tools
- High responsiveness, reliability, and attention to detail
Good to Haves
- Prior experience in customer-facing roles, customer support, customer success, student engagement, or stakeholder management.
- Teaching, training, mentoring, tutoring, or facilitation experience would be an added advantage.
Selection Process
As a small team, we must get to know each other before taking the leap. We want to ensure you succeed in your role within our team. Each conversation with us will last about 30-60 minutes and will be a mix of online and in-person interactions.
- Conversation 1: A virtual conversation with the HR team to understand your profile briefly and share details of the selection process
- Technical Exercise: A practical assessment designed to evaluate your fit for the role
- Conversation 2: A detailed assessment review conversation with the Operations team to discuss your submission and problem-solving approach
- Conversation 3: A deeper conversation focused on evaluating the competencies required for the role
- Conversation 4: A final conversation with leadership to evaluate overall fit with the team and the Kraftshala Kode
- Extending an offer: If all goes well, we will extend an offer with the relevant details
Location
Delhi
Know more about Kraftshala’s philosophy, culture, and investors here.
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