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Pragya Singh

@pragyasingh2

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Customer-centric Program Manager with 7+ years in EdTech.

India

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What I'm looking for

I am seeking a remote operations role in a growth-driven EdTech company.

I am a customer-centric and result-driven Program Manager with over 7 years of experience in the EdTech and IT industries. My expertise lies in leading high-performing teams, optimizing operations, and enhancing learner experiences. I have a proven track record of managing large-scale programs and coordinating remote teams effectively.

In my current role as Team Lead for International Operations at Great Learning, I have successfully led a team of program managers supporting over 20 international cohorts, achieving a learner satisfaction rate of over 95%. My focus on process improvement has resulted in a 30% increase in onboarding efficiency and a significant reduction in dropout rates through proactive engagement strategies.

Experience

Work history, roles, and key accomplishments

Current

Team Lead - International Operations

Current

Great Learning

Apr 2022 - Present (3 years 2 months)

Led a team of 7 program managers supporting 20+ international cohorts, achieving 95%+ learner satisfaction and maintaining SLA adherence above 98%. Reduced dropout rate by 12% through proactive engagement and created SOPs that improved onboarding efficiency by 30%.

Program Management Team Leadership SLA Process Improvement SOPs Data Reporting

Head - Business Operations

My Skill Republic

Dec 2019 - Jan 2022 (2 years 1 month)

Managed multiple cross-functional teams for technical/non-technical operations, overseeing support, ticketing, and nationwide education portals. Developed institutional partnerships to enhance service delivery.

Business Operations Ticketing Systems Partnership Development Service Delivery Customer Experience Process Improvement

System Engineer

Tata Consultancy Services

Jul 2015 - Nov 2019 (4 years 4 months)

Provided L2 tech support for client systems using SQL, VSAM, and JCL, handling system analysis, documentation, and client communication. Supported transitions and escalated issue resolution using SCCD tool.

L2 Technical Support SQL JCL Systems Analysis Documentation Client Communication

Education

Degrees, certifications, and relevant coursework

Noida Institute of Engineering & Technology

B.Tech, Electronics & Communications Engineering

Pursued a Bachelor of Technology in Electronics & Communications Engineering. Gained foundational knowledge in electronic systems and communication principles.