Oversee delivery planning, quality control, and reporting across product, support, and academic operations.

• +Built quarterly operating cadence used by leadership and all partner teams
• +Improved learner support response times by 31% through queue redesign
• +Managed launch planning for 6 new service lines in 18 months
• +Reduced escalations by 22% by introducing tiered issue routing

Led internal operations and service optimization across support and admissions workflows.

• +Created role-based playbooks for support, admissions, and reporting teams
• +Coordinated partner updates, weekly metrics reviews, and issue resolution
• +Reduced manual reporting time by 40% through templated dashboards

Supported program scheduling, vendor coordination, and stakeholder reporting for a national skills initiative.

• +Coordinated schedules for 25+ training batches across 8 districts
• +Maintained accurate delivery records for donor reporting

Program Lead

Restructured escalation tiers and routing logic for learner support, cutting average response time from 48h to under 12h.

Delivery Manager

Coordinated simultaneous launch of 4 regional service lines across Dhaka, Chittagong, Sylhet, and Khulna.