Mukesh Dubey — Operations Associate
As Manager – Learning Operations at Hero Vired, I lead Customer Experience for online programs in Data Science, Technology, Finance, and Management domains, where my team and I are responsible for driving learner success, ensuring operational excellence, and delivering long-term business impact. My role goes beyond managing delivery. It’s about architecting scalable learning systems, aligning sales-to-delivery processes, and building a learner-first ecosystem that balances personalization with outcomes. From boosting engagement and completion rates to strengthening NPS, referrals, and retention, I focus on solving core challenges that impact both the learner journey and business growth. With 7+ years of experience across AcadView, upGrad, upGrad Campus, and Hero Vired, I’ve worked at the intersection of Customer Success, L&D, Content Strategy, and Operations, ensuring each initiative translates into measurable results. Key focus areas include: 🔹 Building scalable, data-backed learning operations with a strong customer-first lens 🔹 Driving cross-functional alignment with Sales, Content, Tech & Product, Careers, and Delivery teams 🔹 Designing interventions to improve attendance, assignment submissions, and completions 🔹 Leading escalation management and learner engagement strategies to protect CX 🔹 Driving innovation in program delivery through continuous process improvement Career highlights: Delivered strong NPS, retention, and learner success outcomes at upGrad and Hero Vired; represented my college at the Smart India Hackathon 2018 as Team Leader; awarded multiple times for leadership, operational excellence, and learner success; certified by INSEAD in Strategic Management & Business Essentials and by IMT Ghaziabad in Management. At the core, I believe the best customer experiences happen when systems, people, and communication align seamlessly to empower customers and deliver business impact. Outside of work, I'm driven by a continuous curiosity to learn, expand my knowledge, and reflect on connecting the dots. I stay curious by exploring new ideas through reading articles, watching a lot of podcasts, staying updated with the latest news and trends, and pursuing micro-certification courses. I also enjoy sharing my learnings through LinkedIn posts. If you’re exploring how to scale operations, transform customer experiences, or unlock customer growth in EdTech and beyond, let’s connect.
Stackforce AI infers this person is a strategic leader in EdTech, specializing in customer experience and learning operations.
Location: New Delhi, Delhi, India
Experience: 7 yrs 10 mos
Skills
- Customer Experience
- Operations Management
- Learning Experience Strategy
- Program Management
- Delivery Management
- Student Success
Career Highlights
- Led initiatives boosting NPS by 60% in EdTech.
- Successfully managed 1600+ learners across multiple programs.
- Awarded for leadership and operational excellence.
Work Experience
Hero Vired
Manager - Learning Operations (3 yrs 2 mos)
Assistant Manager - Learning Experience Strategy (1 yr 7 mos)
upGrad
Senior Program Associate (1 yr 4 mos)
Associate Delivery Manager - Program (5 mos)
Student Mentor (1 yr 1 mo)
AcadView
Python Fundamentals Subject Matter Expert (1 mo)
Python Fundamentals Subject Matter Expert (2 mos)
Python fundamentals Subject Matter Expert (3 mos)
Subject Matter Expert (1 mo)
Gron Energy
Frontend Web Developer (9 mos)
Smart India Hackathon 2018
Team Leader - SIH 2018 (0 mo)
AcadView
Software Intern (3 mos)
BodyPower India Private Limited
Brand Ambassador (2 yrs 1 mo)
Education
Certificate Program in Strategic Management and Business Essentials at INSEAD
PGPM - Post Graduate Program in Management at Institute of Management Technology, Ghaziabad
Bachelor of Technology at Guru Nanak Institutes of Technology
12 at New Happy Senior Secondary School
Matriculation at New Happy Senior Secondary School
Power Step Course for JEE at Aakash Digital
