Saurabh Deshpande

Director of Engineering

Bengaluru, Karnataka, India14 yrs 9 mos experience

Most Likely To SwitchAI Enabled

Key Highlights

Led a customer support team of 5000 agents.
Improved customer NPS by 5 points in FY22.
Developed AI-based solutions for customer support.

Stackforce AI infers this person is a seasoned Operations Manager in the e-commerce sector, specializing in customer experience and process optimization.

Contact

Skills

Core Skills

Customer ExperienceOperations ManagementCustomer Service ManagementProcurement

Other Skills

ChatbotsQuantitative AnalyticsRobotic Process Automation (RPA)Process AutomationContinuous ImprovementSupply Chain ManagementLean ManufacturingTeam ManagementValue Stream MappingProject EngineeringAnalysisKaizenProject PlanningProject ManagementStrategy

About

Experienced Operations Manager with a demonstrated history of working in the e-commerce industry. Skilled in Analytical Skills, Value Stream Mapping, Six Sigma, Strategic Sourcing. Strong operations professional with a Master of Business Administration (MBA) focused in Operations Management and Supervision from NMIMS Mumbai.

Experience

14 yrs 9 mos

Total Experience

4 yrs 11 mos

Average Tenure

7 yrs 6 mos

Current Experience

Swiggy

2 roles

Director

Promoted

Apr 2022 – Present · 4 yrs 1 mo

I am the responsible for speed of delivery, customer service for CX, Rx and Dx
Driving the speed of delivery of the platform by reducing the time to deliver order to Cx
Developing AI based Chat BOTs for customer support
Leading a Customer support team of with ~5000 agents working with outsourced partners
Building policies and change points for best in class Cx experience

ChatbotsQuantitative AnalyticsCustomer ExperienceOperations Management

General Manager

Nov 2018 – Jun 2022 · 3 yrs 7 mos

I was responsible for managing a team of 6 managers and 2 senior managers to improve Rx operations to improve customer NPS and improved NPS by 2 points due to cancellation reduction by 30% and customer complaint reduction by 10% in FY21
Created the annual roadmap for supply driven Cx metric including restaurant driven cancellation reducing by 75%, customer complaints reduction and 30%, rating improvement by 10% leading to 5 points NPS improvement in FY22
Launched prep delay product aimed towards plugging the offline & online experience of signaling delays to reduce DE wait time of 0.5rs/order
Redesigned the opening experience of the partner app for 150,000+ partners to increase serviceability by 5% aimed towards driving customer perception of increased availability on the platform
Spearheaded restaurant engagement program to drive platform loyalty and consumer experience for 150,000 partners across 500+ cities with multi crore budget/month to incentivize behavior by large scale GTM, product & human interventions
Reduced partner contacts inflow to the contact center by 50% by understanding the reasons for partner contacts and developing self-serve workflows for partners.

Robotic Process Automation (RPA)Process AutomationOperations ManagementCustomer Experience

Amazon

3 roles

Operations Manager

Feb 2018 – Sep 2018 · 7 mos

Responsibilities
Manages a team of up to 250-300 headcount
Coach and develop associates, TMs and GRPMs on career paths for internal promotion and job enrichment opportunities
Identify system and process improvement opportunities which will directly influence the seller experience
Facilitate programmatic transition to operational “go live” status
Manage and coordinate change management initiatives
Achievements
IN team won the customer obsession award ( awarded to best performing site in worldwide CS for Amazon) under my leadership, the first for the any internal CS India site
Modified the incentive plan for CS India sites to meet the incentive budgets which led to an annual cost reduction of INR 4 crore along with a better employee experience
Worked with the Prime program team and launched a team to retain prime customers and managed the process from setting up
Transitioned NEMO from Hyderabad with an Head count of 42 associates and skill outperformed the Hyderabad team in both productivity and quality from the first week of operations
Owner for the AHT for the IN network and the YTD AHT is trending 8% favorable to the goal
Owner for the transfer skill for the IN network and introduced routing changes to reduce 1.22 million transfers
Managed post peak transport for the site and reduced the transport cost from the initial quotation of 31 lacs to 11 lacs
Innovated the plan for the newly hired team managers and group managers to modify from an onboarding plan to a full year development plan
Worked on integration the customer service and the transport to give clarity to associates on delayed transport deliveries
Developed a program with the Program team to incentive high anxiety customers to drive them to self service
2 employees under me got promoted from group manager to operations manager
3 employees under me got promoted from team manager to group manager

Operations Management

Group Manager

Promoted

Jun 2016 – Feb 2018 · 1 yr 8 mos

Responsibilities
Manages a team of up to 125-250 headcount
Coach and develop associates, TMs on career paths for internal promotion and job enrichment opportunities
Identify system and process improvement opportunities which will directly influence the seller experience
Participates in recruitment and selection activities including role modeling through hiring decisions and processes
Manages performance and behavior of direct reports through effective 1:1 meetings, coaching and mentorship
Identify skill level issues and work on creating action plans to address the same
Achievement
Managed a HC of 340 associates with 21 team managers during the growth phase for the site
Worked on a project where a decision tree was prepared for the Amazon process in order to help the new hire associates to scale up faster. This helped reduced the new hire training time from 6 weeks to 4 weeks
Worked with the Business Analytics team to develop a dashboard to capture all the metrics (both quality and productivity) in a single dashboard
In my stint 3 employees under me got promoted from team manager to group manager
Launched plan for a new quality metric for the IN network called customer experience and managed the same for an year
Awarded the Torch Bearer award for the Best group manager in Q2 2017
Detected a fraudulent activity for a partner site of Amazon and highlighted the same to the management to take necessary actions

Operations Management

Team Manager

Apr 2015 – Jun 2016 · 1 yr 2 mos

I am responsible for managing a team of 20 customer service associates
I developed a team manager daily task manual to help the new team managers up skill during the Pune site launch
I worked closely with the Hyderabad team to set up process and ensured smooth transition to Pune for call compliance an call quality operations
I worked on the formulation of a Focus group team which consisted of bottom quartile performers and put them under one team for effective performance improvement

Customer Service Management

Siemens

Purchase

Jul 2009 – May 2013 · 3 yrs 10 mos · Mumbai, Maharashtra, India

Responsible for procurement of capital Items, maintenance and shop floor consumables
Identification of new vendors for sourcing of materials and maintenance of vendor master in SAP
Responsible for MIS Reporting including Purchasing Volume, Savings and other Strategic Reports
Instrumental role in project for conversion of Diesel System to Solid Fuel Heating System (Briquette)

Procurement