Akshay Chaturvedi (He/Him)

Chief Operating Officer

Pune, Maharashtra, India15 yrs 9 mos experience

Highly Stable

Key Highlights

14 years of experience in operational leadership.
Expert in building scalable systems and processes.
Proven track record in enhancing customer success.

Stackforce AI infers this person is a strategic leader in Hospitality and Technology sectors, specializing in operations and customer success.

Contact

Skills

Core Skills

Organizational DesignCustomer SuccessHr ManagementOperations ManagementCustomer ExperienceRevenue Management

Other Skills

Asset ManagementBanquetsChange ManagementClient ServicesCommunity ManagementCross-Departmental CoordinationCulture & Change ManagementCustomer SatisfactionCustomer ServiceCustomer Success & ExperienceE-CommerceEmployee Experience & Culture BuildingFood & BeverageFront OfficeGuest Service Management

About

With over 14 years of experience, I specialize in people strategy, customer success, and operational design across global hospitality, consulting, and technology startups. Currently, as Chief Operating Officer at Capslock Studio, I lead all non-tech operations, building scalable systems and fostering alignment between brand positioning, delivery, and customer experience. My mission centers on establishing robust organizational structures, designing efficient processes, and driving employee engagement to support growth and agility. By leveraging expertise in revenue enablement, customer success, and organizational design, I aim to enhance operational effectiveness and deliver impactful results.

Experience

Capslock studio

Chief Operating Officer

Dec 2024 – Present · 1 yr 3 mos · Pune, Maharashtra, India · On-site

C-suite leader responsible for building and scaling all non-tech operations spanning HR, Talent, Sales, Marketing, Finance, Compliance, Legal and Customer Success.
Built the operational backbone of the organisation from the ground up by designing org structures, SOPs, tool stacks and cross-functional processes that enabled agility and scale. Led end-to-end People & HR strategy, including hiring, onboarding, performance reviews and engagement across a rapidly growing workforce. Ensure complete alignment between brand positioning, pipeline and delivery. Set up legal, audit, vendor and finance systems from scratch, establishing robust governance and compliance processes.
Built a high-performing Customer Success function focused on onboarding, retention, and closing the feedback loop between clients and product/service teams. Partnered with the CEO to shape the company’s GTM and service offerings based on market insights while strengthening internal culture and communication across remote teams

Revenue EnablementOrganizational DesignCustomer Success & ExperienceCulture & Change ManagementStrategic Operations LeadershipTalent & Workforce Planning+9

Mckinley rice

Head, Company Operations

Apr 2021 – Dec 2024 · 3 yrs 8 mos · Pune, Maharashtra, India · Hybrid

Served as the COO’s second-in-command, leading end-to-end operations across HR, Recruitment, Customer Success, Client Services and Community Management across communities in India.
Built scalable people systems, designed company-wide HR policies and led complex workforce decisions (including restructuring and realignments) with transparency and compliance. Developed data-driven hiring and capacity planning frameworks, led performance and compensation reviews, and improved client satisfaction through structured SLAs and escalation protocols.
Scaled operational processes during rapid growth phases and drove culture, CSR and employee experience initiatives that strengthened both internal engagement and employer brand.

Customer SuccessHR PoliciesWorkforce PlanningClient ServicesCommunity ManagementHR Management

Marriott international

Rooms Division Operations (Division Head)

Jun 2010 – Mar 2021 · 10 yrs 9 mos · Pune, Hyderabad & Bhutan · On-site

Starting as a Graduate Management Associate and progressing to leading the entire Rooms Division (Front Office, Housekeeping, Spa, and Wellness), the focus remained on delivering exceptional guest experiences through global service standards, data-driven decisions, and continuous team development.
Proactive guest feedback loops and recovery frameworks were introduced, reducing escalations by 30% while sustaining top-tier Guest Voice scores. High-profile visits, including royalty, diplomats, and C-suite guests, were personally overseen with hyper-personalised service and seamless cross-departmental coordination. A structured upselling and cross-selling programme was rolled out, resulting in an increase in ancillary revenue across premium services, spa packages and extended-stay upgrades.
Operational efficiency and service turnaround times were elevated through cross-functional collaboration and SOP optimisation, supported by the creation of a bespoke training academy that strengthened real-time issue resolution and boosted internal promotion rates.
Close collaboration with regional leadership on audits, KPI tracking and brand compliance helped shape strategy within Marriott’s quarterly leadership forums.

Guest Service ManagementOperational EfficiencyTeam DevelopmentCross-Departmental CoordinationOperations ManagementCustomer Experience