Senior Associate

Kraftshala; New Delhi; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Kraftshala in Delhi/Gurgaon is seeking a Senior Associate, Program Management - Student Operations & Experience to own end-to-end program delivery and student experience across flagship learning programs.

You will manage the learning journey for cohorts, serve as the first contact for students, coordinate live sessions and assessments, handle escalations, and track engagement with dashboards, collaborating with trainers and ops teams to ensure smooth execution.

Qualifications

• 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.

Responsibilities

• 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.
• Liaising with trainers, mentors, evaluators, operations teams, and internal stakeholders to ensure aligned execution.

Skills

Program Management

Operations

Stakeholder Management

Customer Support

Communication

Tools

Google Sheets

MS Excel

Zoom

Notion

Job description

Job Summary

Location: Delhi / Gurgaon

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.

What this role is about

You 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 work in a fast-moving, high-trust environment where strong execution, responsiveness, initiative, and problem-solving are deeply valued.

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 penetrate, 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 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.

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 the company website before applying.