May 2022 – Apr 2023 · 11 mos · Remote

• Leading Onboarding, Customer Success and Support.
• Managing Talent Acquisition and People Operations.
• Driving other operational projects such as integrating a website builder (duda.co) and compliance (GDPR, HIPAA, SOC

Oct 2020 – Apr 2022 · 1 yr 6 mos

Aug 2019 – Jul 2020 · 11 mos · On-site

• Led cash collections across EMEA + APAC, increased driver arrear collections from 48% to 82% through product improvements and an automated driver actioning algorithm based on a risk framework.
• Program managed compliance requirements across marketing, operations, finance, data science and engineering arising from the Uber <> Careem deal monopoly across 3 countries in the Middle East.

Jan 2019 – Jul 2019 · 6 mos · On-site

• Reduced un-collectable arrears by building a real-time, dynamic, threshold-based, cash trip lock process for couriers with arrears
• Built analytical visibility for central as well as local teams on all cash-related metrics through a central cash dash for the LatAm mega-region

Feb 2017 – Dec 2018 · 1 yr 10 mos · On-site

• Owned rider and driver support policies, reducing refund costs while increasing customer satisfaction, then reworked all policies to be automatable
• Created Platinum & Gold support for top riders and built differentiated in-app help section experiences for high and low-fare product users

Aug 2015 – Jan 2017 · 1 yr 5 mos · On-site

• Built India Support, 3rd hire. Created India's first support policies.

Mar 2015 – Jul 2015 · 4 mos · On-site

• Provided on-ground ops support to launchers and product teams launching cash as a payment method pilot in Hyderabad. Globally the first city to test cash.
• Driver marketing, driver onboarding, training, in-person troubleshooting and other projects to improve driver supply in the city.

Mar 2015 – Apr 2015 · 1 mo · On-site

• First recruiting hire, reporting to the head of recruiting for India.