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
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
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
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.
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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.
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
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.
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
About Kraftshala
Higher Education40 employeesFounded 2016
Indian online and offline business school providing job-linked sales, marketing, and business education to students and professionals.
