Vaibhav Kumar

Technical Program Manager

Delhi, India6 yrs 2 mos experience

Key Highlights

Improved NPS from 68% to 80% in a year.
Implemented onboarding program for 1.65k faculties.
Led cross-sell project resulting in 800 credit card disbursals monthly.

Stackforce AI infers this person is a Fintech and EdTech professional with strong program management expertise.

Contact

vaibhav.kumar@dmsiitd.org LinkedIn

Skills

Core Skills

Customer ExperienceStrategic CommunicationsAgile Project ManagementProject Management Office (pmo)Program ManagementCustomer Relationship Management (crm)

Other Skills

Net Promoter ScoreCross-functional CollaborationsContent StrategyProcess ExcellenceProgram DevelopmentDigital StrategyProduct ManagementBusiness Process ManagementProcess ImprovementStrategic PlanningAccount ManagementPre-Sales ConsultingDigital MarketingSearch Engine Optimization (SEO)Business Strategy

About

I have ~4 YoE in Strategy and Program Management roles with hands-on projects on CRM, Retention, CX, onboarding and ticketing system, primarily in Indian Unicorns. Completed my MBA '21 in Marketing from DMS, IIT Delhi. (CAT 98.19 percentile)

Experience

6 yrs 2 mos

Total Experience

1 yr 5 mos

Average Tenure

4 mos

Current Experience

Blinkit

Programs & Expansion

Jan 2026 – Present · 4 mos

Paisabazaar

Program Manager - Customer Experience

Jan 2024 – Dec 2025 · 1 yr 11 mos · Gurugram, Haryana, India

Improved NPS to 80% from 68% & customer response rate from 11% to 19%
Established service ticketing system
Initiated cross-sell project leading to ~800/month credit card disbursals
Deployed service ChatBot for minimizing query volume

Strategic CommunicationsNet Promoter ScoreCustomer ExperienceCross-functional Collaborations

Awign

Program Manager - Founder's Office

Jan 2023 – Dec 2023 · 11 mos · Bangalore Urban, Karnataka, India

Agile Project ManagementContent StrategyProject Management Office (PMO)

Byju's

Management Trainee - Strategy & Ops

Oct 2021 – Dec 2022 · 1 yr 2 mos · Bangalore Urban, Karnataka, India

● Implemented the tutor onboarding program for hiring 1.65k faculties & improve onboarding rate
● Initiated peer- reviewed lecture audits to improve product exp.
● Launched Project Reclaim to reduce refund percentage
● Minimized manual intervention & team mechanics through LeadSquared

Process ExcellenceCustomer Relationship Management (CRM)Program Management

Waterlife india private limited

Strategy Intern

Jul 2020 – Aug 2020 · 1 mo

Converted a total of 9 accounts through the dealership onboarding process after preparing pitch deck, product feature document, competitors’ analysis and the ROI dashboard for the installation and operations returns calculation
Responsible for the territory expansion and business development of the company business and the extension of the dealers and the investors network of the company