Ryan Gomes

Operations Associate

New Delhi, Delhi, India16 yrs 10 mos experience

Highly Stable

Key Highlights

16+ years in product management and operations
Lean Six Sigma Black Belt with data-driven approach
Proven track record in enhancing customer satisfaction

Stackforce AI infers this person is a Product Management expert with a focus on customer-centric solutions in SaaS and Fintech.

Contact

Skills

Core Skills

Product OperationsCustomer ExperienceChannel ManagementService DeliveryOperations ManagementCustomer ServiceProduct Management

Other Skills

Customer Experience (CX) OptimizationData-driven Decision MakingProcess Improvement & Workflow OptimizationCross-functional CollaborationsProduct Strategy & ManagementProduct Launch & Go-to-Market SupportProduct Discovery & User ResearchProcess Improvement & Operational ExcellenceAgile Product DevelopmentResearch SkillsStrategic Communication & StorytellingMedia & Content StrategyTeam Leadership & People DevelopmentPerformance Management & Team LeadershipSales

About

🚀 Who I Am & What I Do I’m a Product Management professional with 16+ years of experience across product operations, customer experience, and global service delivery. My career has been centered around understanding customer needs, translating insights into product improvements, and building solutions that create real value for both users and businesses. I thrive at the intersection of product, operations, and customer experience, where data, empathy, and strategy come together to shape better products. 📊 Key Skills & Impact I specialize in product strategy, product operations, and customer-centric innovation. Throughout my career, I’ve led high-performing teams, improved operational workflows, and partnered with cross-functional stakeholders to drive product and process improvements. At companies like Airbnb and American Express, I’ve delivered measurable impact—improving case resolution efficiency, reducing process errors, and launching initiatives that enhanced customer satisfaction and product outcomes. I’m also a Lean Six Sigma Black Belt who enjoys using data and process thinking to solve complex problems. 🌱 What Drives Me I’m passionate about building intuitive, customer-first products that solve real problems and improve everyday experiences. I’m currently deepening my product expertise through advanced product management training while continuing to explore opportunities where I can contribute to product strategy, innovation, and growth. My goal is simple: help teams build meaningful products that customers genuinely love.

Experience

16 yrs 10 mos

Total Experience

5 yrs 7 mos

Average Tenure

Current Experience

Airbnb

Supervisor - Safety (Product Operations)

Dec 2019 – Dec 2024 · 5 yrs · Gurugram, Haryana, India · On-site

► Led a team of safety specialists and coordinators supporting the US, EMEA, and Singapore markets, improving case resolution efficiency by 30% through streamlined workflows and performance coaching.
► Spearheaded a compliance improvement initiative by partnering with Quality and Compliance teams to conduct targeted training and assessments, reducing safety process errors by 35% within one month.
► Launched the Bright Ideas Innovation Platform to crowdsource process improvements from frontline teams, generating 20 ideas and successfully implementing 15 within six months (75% adoption rate) to enhance operational efficiency.
► Influenced product and policy decisions by synthesizing frontline customer feedback and safety insights, driving improvements that reduced recurring user safety concerns and improved customer satisfaction metrics.
► Established social media safety operations for the US market from India, designing a quality and compliance framework that increased team productivity and boosted case closures per day by 50% within three months

Customer Experience (CX) OptimizationData-driven Decision MakingProduct OperationsCustomer Experience

Prometric

Operations Service Supervisor (Channel Management)

Jan 2019 – Dec 2019 · 11 mos · Gurugram · On-site

► Led a team of service specialists supporting global test delivery operations across North America, LATAM, and Canada, improving service-level adherence and reducing response times by 25% through performance management and workflow optimization.
► Collaborated with cross-functional teams and test center stakeholders to identify operational gaps in the Certified Professional Food Manager (CPFM) exam process, enhancing assessment effectiveness by 20% and improving candidate testing experience.
► Strengthened service delivery standards by implementing structured performance reviews, coaching programs, and escalation management frameworks, resulting in improved team productivity and higher client satisfaction scores.

Operations ManagementProcess Improvement & Workflow OptimizationChannel ManagementService Delivery

American express

Senior Team Leader - Operations (US Consumer Product Services)

Aug 2007 – Jul 2018 · 10 yrs 11 mos · Gurgaon, Haryana, India · On-site

► Led and developed a team of team leaders and customer service professionals supporting U.S. card members, improving operational performance and increasing customer satisfaction scores while maintaining high service-level adherence across the unit.
► Spearheaded the India-based operational rollout of the “Pay It Plan It” feature by collaborating with product, technology, and marketing teams, contributing to a successful launch that achieved a Net Promoter Score (NPS) of 75 within 60 days.
► Drove continuous process improvement initiatives and structured coaching programs for frontline leaders, enhancing team productivity and strengthening service delivery standards across multiple customer support channels.

Customer Experience (CX) OptimizationCross-functional CollaborationsOperations ManagementCustomer Service