Waymo

Program Manager

Avataar

Senior Manager - Platform Operations

Uber

• Launched customer to customer (C2C) on-demand delivery service Uber Connect in 30 cities across India, Sri Lanka and Bangladesh. Worked extensively on supply acquisition, training, market research and product testing. Achieved 3X weekly trip growth in 10 weeks of MVP launch
• Led city level GTM strategy and launched Uber Essentials and Uber Rentals to facilitate essential travel requirements to hospitals, pharmacies amidst Covid-19 lockdown across Hyderabad, Kolkata & Visakhapatnam
• Strategized operations to enhance pickup and dropoff experience at GMR Hyderabad International Airport, Created framework for pricing products basis regular competitive inputs, increasing category position for all products by 20pp
• Worked with Product Engineering to pilot PIN-dispatch at Hyderabad International Airport, brought down wait times by 80%
• Scaled a multi vendor management system consisting of 50 members and 3 functional leads to oversee entire on ground operations including Support, Facilities, Security and Marketing. Built flawless quality actioning models to reduce driver fraud, contact rates and driver cancellations
• Setup a robust process for arrear collections across all the products in Hyderabad amounting to $20K weekly deposit
• Led conversations and commercial arrangements with Hyderabad Metro Rail Ltd and L&T to drive the first and last mile commute from all the metro stations in Hyderabad
• Partnered with Hyderabad Traffic Police to distribute safety kits to non-Uber drivers to help make post-COVID mobility safe
• Built various charters along the lines of Market Research & Competitive Intelligence to improve driver NPS, driver retention, onboarding process, payments etc

Regional Operations Manager - South & East India

• Launched UberMOTO in Hyderabad in July 2019 and scaled it to 3rd top city with highest number of weekly trips in a span of 10 weeks. Built the low-cost product category and expanded UberMOTO across relevant markets in Andhra Pradesh and Telangana.
• Oversaw all on-ground operations in scaling both supply and demand by leading pricing strategy, driver incentive spends, rider discounts, payments & marketing campaigns
• Collaborated with various cross-functional teams – Engineering, Legal, Business development, Tax and Marketing to launch and scale operations within agreed upon timelines
• Managed and mentored a team of 30+ high performing individuals with clear tracking of monthly and quarterly KPIs
• Developed various driver acquisition channels for supply growth, bringing in highest number of weekly and monthly onboards across India with a sign-up to activation rate of 80%
• Partnered with remote support centers for seamless on-boarding, training and driver support experience which see a monthly footfall close to 500+ drivers to drive down overall operational costs.
• Managed the high value products portfolio – Uber XL for Hyderabad and oversee all KPIs including: Marketplace, Pricing, New Supply, Churn and Re-engagement
• Delivered 2X growth in trips and weekly revenue in a span of 3 months with strategic marketplace initiatives
• Tackled fraud resulting from high adjustments and brought down the overall cancellation burn by 95% and set-up a real time action mechanism to ban fraudulent accounts

Product Operations Associate

• Piloted and scaled Ancillary Revenue for Hyderabad – Augmented 30% of supply base with additional earnings through 25 different Ad campaigns (digital & non digital)
• Spearheaded end to end partnership with AdOnMo for digital advertising and managed pricing, payments, legalities and driver engagement insights.
• Safety & Quality POC for Hyderabad & Vizag – Conducted multiple experiments and iterations to reduce quality infractions to 3.4% of overall contact rate
• Fraud Management – Investigated and dealt with driver and rider fraud resulting in overall fraud reduction for Hyderabad from 8% to ~0.6% in 5 weeks which led to monthly savings of $65K.
• Cracked 3 national and 5 local partnerships with vendors to reduce operational costs for drivers by providing them with subsidised services and accessories
• Played a pivotal role in launching Uber in Vijayawada and scale it from scratch with rider and driver cohorting, primary research and comp-benchmarking

Driver Operations Associate

• Designed and automated various highly data-driven frameworks to draw insights, plan and execute specialized projects for process improvements across verticals ranging from Marketplace, Supply growth, Rider & Driver Acquisition and Support
• One of the first team members and instrumental in setting up the India Safety Team and streamlined escalation channels with impeccable first response SLA of 2 mins for any eventualities pan India.
• Worked with cross functional teams ranging from Community Operations, City and Legal to define policies for on-trip and post-trip safety investigations and collaborate with the outsourced contact centers to scale phone support across all the Uber launched cities covering 6 different languages.
• Conducted successful experiments to reduce R&A spends from 0.82% of GB to 0.50% in 3 months by reducing self serve appeasements for cancellations and limiting bulk adjustments
• Performed support inflow forecasting, deflection predictions for half yearly & annual budgeting and resource planning which led to an annual savings of USD 200K
• Oversee P&L accountability for multiple line of businesses working out of Center of Excellence, Hyderabad
• Ideated and developed key metrics to improve the In App Help for better rider and driver experience and drive CSAT from 3.95 to 4.39 points
• Developed proof of concept for Workforce Management Team in Hyderabad for forecasting and managing schedules of 800+ specialists across multiple sites and brought up compliance metrics from 72% to 86% across all line of businesses

Senior Business Analyst - Trust & Safety, Rider Acquisition

Serco

• Led a pilot team of 50 analysts to successfully launch Google Map Maker, Google My Business and its integration for USA
• Scaled teams for launching Geowiki for Canada, Germany, United Kingdom and 18 other countries.
• Single Point of Contact for any data escalations across different Geo-Processes in Hyderabad.
• Evaluated P0 and P1 bugs & performed post launch testing, triaging & reporting for 10 countries.
• Extensively worked on evaluations to improve the efficiency of ML models for auto processing data which reduced ops effort by 40%.
• Planned and designed projects which later on went to become self-sufficient processes.
• Handled entire functions of people operations: Recruiting, Training, Performance Management & Attrition

Senior Operations Lead - Geo Data & Search

• Initiated building a charter towards enabling businesses have an online identity and make them more empowered by weeding out spam
• Handled end to end operations with a team of 20 data analysts to curate and troubleshoot issues faced by businesses across the globe on several Google platforms like Adwords, Maps and Search engine.
• Successfully tested multiple server releases [~500 bugs/feature requests] by engineering teams for regression and provided insights on future product launches across APAC & EMEA

Operations Lead - User Generated Content

HyIT Knowledge Systems Private Limited

Data Analyst

Management professional with 12 years of experience across Project Management, Data Analytics, Trust & Safety, Google Search & Maps, User Growth and Customer Success 

Launched various internet based crowd sourcing products and on-demand services in navigation, urban transit, delivery and micro-mobility across multiple countries. Built and scaled operations, delivered significant growth in revenue and market shares in highly competitive markets with sustainable margins. 

Proven expertise in ideating, scaling and optimizing processes with continuous improvements. Demonstrated history of strong leadership, successful team building capabilities combined with excellent data-driven decision making skills in handling different lines of business

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