At upGrad, I lead delivery and customer experience across university, corporate, and large-scale B2C learning programs. I manage a 20-member team spanning program operations, learner success, faculty coordination, and academic delivery.
I've owned the post-sales lifecycle for 30+ B2B programs, from onboarding and delivery through customer health, escalations, and renewals. My work has supported university partners and corporate clients including HDFC, Cognizant, and PwC.
I've improved learner NPS by 1.5x while sustaining 80%+ CSAT through academic governance and quality frameworks. I also helped achieve positive placement outcomes for 70% of B2B learners and 60% of B2C learners.
I partner with Product, Curriculum, Instructional Design, Technology, Sales, and academic teams to strengthen learning outcomes. I've built assessment frameworks, mentored faculty on digital pedagogy, and led the sourcing, onboarding, and deployment of 250+ SMEs.
