RITESH SETHI
Senior Operations & Management Leader
+ 91 9999936642 ritesh27sethi@gmail.com
Strategic & data-driven Operations and Management Leader with diverse experience in Scaling Operations 0 to 1, Customer Success
Management, P&L Management and Strategic Business Planning. Targeting a leadership role to leverage expertise in optimizing operations,
enhancing customer satisfaction, and driving strategic business growth within a dynamic organization.
and busines s developme nt.
Core Competencies Profile Summary
Strategic Operations Leader: Accomplished professional with 8 years of diverse
Strategic Planning & Implementation experience in Operations, Customer Success Management, Strategic & Business
Planning, New Product Development & Category Management across Ed-Tech,
Hospitality, & E-Commerce sectors.
Roadmap Development Proven Track Record: Demonstrated expertise in operations management and
process improvement initiatives, resulting in enhanced service quality, increased
Process Optimization & Improvement process efficiency and reduced costs & risks.
End-to-End Business Launch: Proficient in leading end-to-end business launches,
New Business Strategies from concept development to full-scale operations, with a track record of successful
implementation.
Customer Satisfaction Enhancement: Initiated and executed process improvement
Strategic Partnership & Alliances
measures, significantly improving Program Completion rates and reducing dropout
rates, resulting in enhanced customer satisfaction.
Product Market Expansion Innovative Event Management: Led various strategic initiatives, including the
planning and execution of offline events and industry sessions, resulting in increased
Project Management audience engagement and improved ratings.
Data-Driven Decision Maker: Spearheaded the launch of leadership MIS, dashboards
Customer Satisfaction and Retention and data dictionaries for effective decision-making across the board.
Cross-Functional Coordination CAREER TIMELINE
EDUCATION
ICICI Bank
Shriram Great Learning, Hero Vired, Hudson
P.G.P.M. in Marketing, ICFAI Wealth MakeMyTrip,
Holidays & Gurugram, New Delhi, Stories -
Management, Gurugram
Business School | Gurugram, Events, Noida India India Tales of Taste
Delhi
Haryana, India, 2016
B.A. (Hons.) in English, P.G.D.A.V.
College, Delhi University | New
Delhi, Delhi, India, 2014
ENTREPRENEURIAL EXPERIENCE
CERTIFICATIONS Founder | Hudson Stories - Tales of Taste | Feb 2023 - Current
Role:
Content Marketing Basics, Great
Established and conceptualized Hudson Stories, a unique "Nukkad Cafe" in Delhi,
Learning Academy, 2022
renowned for its distinctive Bullet Mocktails.
Instagram Marketing Fundamental
Directed every aspect of the restaurant's launch, from initial concept development
Course, Great Learning Academy,
to full-scale operations, resulting in steady revenue growth and positive customer
2022
feedback.
Tableau A-Z End-to-end Guide
Maintained high service standards, achieving impressive customer satisfaction
Course, Udemy, 2021
scores: 4.9 on Google, 4.2 on Swiggy, and 4.1 on Zomato.
Developed and implemented marketing strategies, including social media campaigns
INTERNSHIP and collaborations with local influencers, which enhanced brand awareness and built
a loyal customer base.
JK Tyre & Industries Ltd., Customer Utilized data analysis to optimize meal combinations, happy hours, discount pricing,
Relationship Management Trainee, and reduce operational costs efficiently.
Feb’15 – May’ 15
Co-founder | Shriram Holidays & Events, Noida, India | Apr 2018 –Jan 2019
Role:
Led the MICE initiative for 86 traders affiliated with CELIK Metals in London.
Collaborated with marketing vendors to optimize product placement, ranking, and
visibility, resulting in a 20% increase in conversion through meticulous data analysis.
Introduced a successful product design and placement strategy, contributing to a 25% surge in query traffic.
CORPORATE EXPERIENCE
Sr. Manager – Delivery Operations | Hero Vired, New Delhi, India | Aug 2022 – Sep 2023
Key Result Areas:
Leadership in Delivery Operations Optimization: Directed delivery operations for the Finance & Management vertical, orchestrating
improvements in program completion rates and learner satisfaction (Aug’22 to Mar’23).
Supervised delivery operations for Finance, Management, Data, & Tech Programs, ensuring seamless execution and exceptional outcomes
(Mar’23 to Sep’23).
Strategic Resource Deployment Oversight: Established efficient processes for resource deployment across content creation, delivery, and
sales activities, optimizing operational efficiency and resource allocation.
Faculty Lifecycle Management and Expert Integration: Managed the lifecycle of part-time faculty, ensuring seamless onboarding, training and
performance evaluation.
Developed onboarding protocols for external SMEs, facilitating their seamless integration into the learning ecosystem & enhancing program
effectiveness.
Highlights:
Implemented delivery processes resulting in a noteworthy increase in Program Completion rates from 77% to 91% & reduction in Drop Out
percentage from 6.3% to 3%.
Elevated NPS scores for Management Programs to 75 points and Finance Programs to 65 points, indicating improved program quality and
learner satisfaction.
Successfully orchestrated Vlearner Connect events across multiple cities, achieving an average attendance rate of 83% and fostering robust
learner engagement.
Supervised the allocation of 85% of external SMEs for roles encompassing live teaching, evaluation, content creation, and business initiatives like
MLWs and masterclasses.
Reduced open tickets count by 30% and closure TAT by 50% through data driven decisions and targeted solutions.
Great Learning, Gurugram, India |Feb 2019 – Jul 2022
Growth Path:
Manager, Operations | Feb'19 to Apr'21
Senior Manager, Operations | Apr'21 to Jul'22
Key Result Areas:
Community Development and Engagement: Successfully built and led the Guru Community Lifecycle, encompassing over 500 experts in
Artificial Intelligence and Data Science across both B2B and B2C programs.
Leadership in Key Business Operations: Managed the Guru Community for the largest Line of Business (LOB) - Post Graduate Program in
Data Science and Business Analytics (PGPDSBA), reviewed roles such as capstone mentors, evaluators, and industry experts.
Project Supervision and Strategic Initiatives: Reviewed a diverse range of business projects, including branding, communication, product
development, promotional activities and market research to drive growth.
Cost Optimization and Market Expansion: Developed a cost structure for online capstone projects in Data Science and Business Analytics
(DSBA), contributing significantly to cost optimization.
Strategic Business Contributions: Recognized as a keen business strategist, known for enhancing organizational profitability through
strategic planning, market analysis, and business intelligence.
Highlights:
Maintained a high engagement rate of 75% with the Guru Community Lifecycle of 500 + Gurus.
Launched & supervised Mentored Learning Workshops (MLWs) (an initiative to drive sales), significantly increasing registrations and
doubling conversion rates from 2.3% to 4.5%.
Initiated the Analytics Pundit Series (to enhance program outcomes), resulting in a 132% increase in session audience and enhancing the
average session rating to 4.8/5.
Achieved an 81% deployment rate of Gurus for masterclasses, marketing content creation, sales closures and training of new Gurus.
Developed strategies for on boarding trainers from the alumni pool on a monthly basis and created strategies & SOPs for - Training the
trainers || Mentoring the mentors.
Sr. Executive - Category PD | MakeMyTrip, Gurugram | Feb 2017 – Apr 2018
Highlights:
Spearheaded efforts to increase revenue through improved operational initiatives, contributing to a Line of Business valued at $15 million
in Europe and the USA.
Developed holiday travel products informed by consumer insights and data analysis, focusing on desired experiences, average spending
capacity and preferred foods and travel destinations.
Relationship Manager | ICICI Bank Wealth Management, Delhi, India | Jun 2016 – Jan 2017
Key Result Areas:
Developed a portfolio of specialized products and provided financial advisory services to the branch's high-net-worth clients.
ACCOMPLISHMENTS
Awarded 'Star of the Month' three times for exceptional Delivery Management at Hero Vired during 2022-23.
Awarded the 'Super Tripper of the Quarter' twice and the 'CBO's Ring of Honor Employee of the Year' for the product category in Europe
and the USA in 2017-18.
Received the 'Rockstar of the Month' Award twice for achieving the highest sales of life insurance products in 2016-17.
Personal Details
Date of Birth: 27th July, 1993
Languages Known: English, Hindi, German & Punjabi
Address: D-51/B, Vijay Nagar, Single Storey, Delhi - 110009
