Student Operations & Experience (Sr Associate)

Job description

Location: Delhi / Gurgaon Function: Program Management | Student Operations | Learning Operations | Customer Experience Were 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 were 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, youll fit right in here. What this role is about: Youll 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. Youll work in a fast-moving, high-trust environment where strong execution, responsiveness, initiative, and problem-solving are deeply valued. As a Senior Associate, Program Management - Student Operations Experience at Kraftshala, youll 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. - Being the first point of contact for students, solving queries promptly, empathetically, and with strong ownership. - Coordinating and executing live sessions, schedules, assessments, and operational workflows seamlessly across batches. - Managing student escalations effectively and ensuring timely closure while maintaining a strong student experience. - Tracking student engagement, participation, and progress using internal systems and operational dashboards. Stakeholder Management Cross-functional Coordination - Liaising with trainers, mentors, evaluators, operations teams, and internal stakeholders to ensure aligned execution. - Managing communication across multiple stakeholders while ensuring clarity, responsiveness, and follow-through. Process Improvement Operational Excellence - Identifying inefficiencies in workflows and proactively improving operational systems and processes. - Leveraging tools and automation platforms (Notion, Google Sheets, Zapier, etc.) to streamline workflows and reduce manual effort. 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-Players 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 - 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 Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on