Mar 2024 – Oct 2024 · 7 mos · Hyderabad, Telangana, India · Hybrid

• Decipher Solutions delivers enterprise IT services and digital transformation solutions. As Senior Operations Manager, I drive operational excellence, streamline service delivery, and lead high-performing teams to achieve business efficiency and client success.
• 𝗣&𝗟 & 𝗙𝗶𝘀𝗰𝗮𝗹 𝗦𝘁𝗲𝘄𝗮𝗿𝗱𝘀𝗵𝗶𝗽
• Owned the division's annual operational budget, successfully negotiating key vendor contracts for SaaS tools and realizing a 15% reduction in licensing costs while maintaining service levels.
• Drove strategic operational efficiency initiatives across 2 major E-commerce projects, directly contributing to P&L objectives and improving marketing ROI by 22%.
• 𝗗𝗶𝗴𝗶𝘁𝗮𝗹 𝗧𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺𝗮𝘁𝗶𝗼𝗻 & 𝗜𝗧
• Spearheaded the Digital Transformation of core campaign deployment processes, integrating Agile/Scrum methodologies that reduced time-to-market for new projects by 30%.
• Automated critical data pipelines between the CRM (Salesforce/Dynamics) and marketing platforms, resulting in 99.8% data accuracy and minimizing human error.
• 𝗦𝗰𝗮𝗹𝗶𝗻𝗴 & 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽
• Built and scaled the new Digital Marketing Operations team, hiring and onboarding a diverse group of 25+ industry experts and fresh talent for specialized roles.
• Implemented a rigorous Performance Management and training system focused on operational proficiency, leading to a 10% reduction in staff turnover within the first year.
• Achieved 30% faster project launches, 22% ROI uplift, 15% cost savings, 10% reduced attrition, and 99.8% data accuracy, directly contributing to organizational growth.
• 𝗦𝗸𝗶𝗹𝗹𝘀
• AI Digital Transformation Strategy
• Workflow Automation & Optimization
• Data Pipeline Automation
• Agile/Scrum Execution
• Process Re-engineering
• AI Operational Scalability

May 2020 – Feb 2024 · 3 yrs 9 mos · Hyderabad, Telangana, India · Hybrid

• Led multiple initiatives that transformed operational efficiency and service delivery within the Google Operations Center. Supervised 4 high-performing teams (SA360, NRF, Ads Studio, and AB). Played a key role in optimizing performance, ensuring process excellence, and delivering superior client outcomes.
• 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 & 𝗦𝗰𝗼𝗽𝗲: Directly managed three distinct operational teams (Authorized Buyers, Non Retail Feeds, Google Ads Policy and Data Studio), overseeing a combined headcount of 15+ specialists and optimizing service delivery across diverse functions.
• 𝗠𝗲𝘁𝗿𝗶𝗰-𝗗𝗿𝗶𝘃𝗲𝗻 𝗘𝘅𝗰𝗲𝗹𝗹𝗲𝗻𝗰𝗲: Consistently achieved and sustained benchmark performance, including a CSAT Score of 100%, TRT>=95%, and Divisional Quality >=98% via continuous Real-Time monitoring.
• 𝗦𝗶𝘅 𝗦𝗶𝗴𝗺𝗮 𝗜𝗺𝗽𝗹𝗶𝗰𝗮𝘁𝗶𝗼𝗻𝘀: Led and completed the highest number of process-improvement projects leveraging Six Sigma principles, driving defect reduction, cycle-time optimization, and workflow accuracy.
• 𝗥𝗲𝗰𝗼𝗴𝗻𝗶𝘇𝗲𝗱 𝗘𝘅𝗰𝗲𝗹𝗹𝗲𝗻𝗰𝗲: Personally earned the ‘Star Performer’ Award (Q4 2020) and led teams to secure the prestigious ‘Best Team’ Award in Q1 2023, Q2 2022, and Q1 2021.
• 𝗔𝘄𝗮𝗿𝗱-𝗪𝗶𝗻𝗻𝗶𝗻𝗴 Senior Operations Manager with 4+ years of progressive experience at the Google Operations Center (GOC), specializing in driving elite quality and significant cost savings.
• 𝗜𝗺𝗽𝗮𝗰𝘁 & 𝗘𝗳𝗳𝗶𝗰𝗶𝗲𝗻𝗰𝘆: Pioneered and implemented automation initiatives that resulted in a verifiable 7 Full-Time Equivalent (FTE) saving annually and generated multiple other major process profits across managed service lines.
• 𝗦𝗸𝗶𝗹𝗹𝘀
• Cross-Functional Team Leadership
• Hiring & Talent Development
• Scaling Teams (56+ Members)
• Performance Management Systems
• Training & Capability Building
• Stakeholder Alignment & Communication
• Operational Coaching & Mentorship
• Core Competencies: Operations Leadership

Nov 2016 – Feb 2018 · 1 yr 3 mos · Greater Hyderabad Area · On-site

• Project Manager & Team Leader recognized for scaling teams, optimizing workflows, and delivering measurable results across 20+ complex projects.
• 𝗣𝗿𝗼𝗷𝗲𝗰𝘁 𝗗𝗲𝗹𝗶𝘃𝗲𝗿𝘆 & 𝗘𝘅𝗲𝗰𝘂𝘁𝗶𝗼𝗻 (𝗞𝗣𝗜 𝗪𝗶𝗻𝘀): Led cross-functional teams across 20+ digital marketing and operations projects, delivering 95–100% on-time execution, strong SLA adherence, and measurable quality improvements using Agile, Six Sigma, and structured workflow governance.
• 𝗧𝗲𝗮𝗺 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 & 𝗣𝗲𝗿𝗳𝗼𝗿𝗺𝗮𝗻𝗰𝗲 𝗜𝗺𝗽𝗮𝗰𝘁: Directed, coached, and developed high-performing teams (10–25 members), driving 30% productivity uplift, reducing errors through SOP alignment, enabling low attrition, and strengthening capability readiness—all recognized through multiple Best Team Lead & Productivity Awards at Accenture.
• 𝗢𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗘𝘅𝗰𝗲𝗹𝗹𝗲𝗻𝗰𝗲 & 𝗦𝘁𝗮𝗸𝗲𝗵𝗼𝗹𝗱𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀: Optimized processes across mapping, integration, campaign operations, and analytics—improving accuracy to 98%+, reducing turnaround time by 20–22%, and enhancing client satisfaction through proactive risk mitigation, RCA-driven decisions, and continuous improvement initiatives.
• 𝗦𝗸𝗶𝗹𝗹𝘀:
• Project Planning & Execution
• Agile / Scrum Methodologies
• Sprint Governance & Roadmapping
• Multi-Project Coordination
• SLA / KPI Management
• Risk & Issue Mitigation
• Cross-Functional Collaboration
• Process Mapping & SOP Development

Oct 2015 – Oct 2016 · 1 yr · Greater Hyderabad Area · On-site

Dec 2013 – May 2020 · 6 yrs 5 mos · Greater Hyderabad Area · On-site

• Seasoned Operations & Delivery Leader at Accenture, driving high-performance marketing operations across Google Products with 98%+ quality, 95%+ SLA adherence, and record-breaking productivity gains.
• 𝗠𝘂𝗹𝘁𝗶-𝗣𝗿𝗼𝗷𝗲𝗰𝘁 𝗗𝗲𝗹𝗶𝘃𝗲𝗿𝘆: Directed operations across Google Ads, Search Ads 360, Authorized Buyers, Campaign Manager, Data Studio, Non-Retail Feeds, and Measurement & Analytics, ensuring accuracy, scalability, and seamless execution.
• 𝗣𝗲𝗿𝗳𝗼𝗿𝗺𝗮𝗻𝗰𝗲 & 𝗤𝘂𝗮𝗹𝗶𝘁𝘆 𝗘𝘅𝗰𝗲𝗹𝗹𝗲𝗻𝗰𝗲: Drove operational performance with CSAT≥96%, ≥90% TRT, and ≥90% Quality, powered by real-time QA monitoring, SLA governance, metric tracking, and data-led workflow optimization.
• 𝗣𝗿𝗼𝗰𝗲𝘀𝘀 𝗜𝗺𝗽𝗿𝗼𝘃𝗲𝗺𝗲𝗻𝘁 (𝗦𝗶𝘅 𝗦𝗶𝗴𝗺𝗮): Delivered the highest volume of Six Sigma–aligned improvements, reducing defects, stabilizing SOPs, enhancing cycle time, and boosting delivery efficiency.
• 𝗪𝗼𝗿𝗸𝗳𝗼𝗿𝗰𝗲 & 𝗖𝗮𝗽𝗮𝗰𝗶𝘁𝘆 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁: Led workforce management—capacity planning, resource forecasting, utilization optimization, performance coaching, and OKR alignment—to elevate productivity and operational readiness.
• 𝗦𝘁𝗮𝗸𝗲𝗵𝗼𝗹𝗱𝗲𝗿 & 𝗥𝗶𝘀𝗸 𝗚𝗼𝘃𝗲𝗿𝗻𝗮𝗻𝗰𝗲: Strengthened stakeholder engagement through RCA reporting, escalation control, business reviews, risk mitigation, and insight-driven recommendations for continuous improvement.
• 𝗖𝗿𝗼𝘀𝘀-𝗙𝘂𝗻𝗰𝘁𝗶𝗼𝗻𝗮𝗹 𝗖𝗼𝗹𝗹𝗮𝗯𝗼𝗿𝗮𝘁𝗶𝗼𝗻: Coordinated with Product, Policy, and QA teams to streamline workflows, resolve systemic challenges, and enhance operational excellence.
• 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 & 𝗧𝗲𝗮𝗺 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁: Implemented AI chatbots, automated QA checks, predictive SLA alerts, and workflow automation engines to reduce manual work, accelerate resolution times, and boost operational accuracy.
• 𝗦𝗸𝗶𝗹𝗹𝘀:
• Machine Learning -Based Forecasting & Analytics
• Hiring & Talent Development
• Predictive SLA & Risk Modeling
• Lean Six Sigma

Dec 2013 – Sep 2015 · 1 yr 9 mos · Greater Hyderabad Area · On-site

Apr 2012 – Dec 2013 · 1 yr 8 mos · Hyderabad, Telangana, India · Remote

May 2011 – Nov 2013 · 2 yrs 6 mos · Greater Hyderabad Area · On-site

• Position descriptions should provide some details of the position, so users viewing your profile can get a quick idea of what the position involves.
• Some examples:
• Brand development, web site traffic growth, web site UI and advertising revenue. Developed brand strategy and statistics systems.
• Strategic Consulting, including business plan & sales strategy development.
• Advising new businesses on formation of corporations and business structures, drafting privacy policies and structuring commercial transactions.
• Generated new development deals for a real estate development company that focuses on multi-family residential projects, including real-estate market analysis.
• Comprehensive database management and migration from SQL to Oracle.
• Instruction on workstation setup for prevention of eyestrain, repetitive strain injuries, and backpain. Give onsite and offsite classes.

May 2010 – May 2011 · 1 yr · India · On-site

• Account Manager at Sparsh Communications driving high-performance delivery across 15+ Search Engine Optimization, Search Engine Marketing and SMM and Content projects with 95% on-time execution, 98% client satisfaction, and consistent KPI wins
• Recognized for strengthening client relationships, elevating team performance, and improving campaign efficiency - earning multiple performance appreciations for quality delivery and strategic impact
• 𝗗𝗲𝗹𝗶𝘃𝗲𝗿𝗲𝗱 𝘀𝘂𝗰𝗰𝗲𝘀𝘀𝗳𝘂𝗹 𝟭𝟱+ digital marketing campaigns across digital marketing entities, achieving 95% on-time delivery, 98% client satisfaction, and consistent KPI wins through Agile planning, performance tracking, and data-driven optimization
• 𝗗𝗶𝗿𝗲𝗰𝘁𝗲𝗱 𝗮𝗻𝗱 𝗰𝗼𝗮𝗰𝗵𝗲𝗱 10+ cross-functional specialists, improving team productivity by 30%, reducing turnaround time (TAT) by 35%, and elevating campaign quality through structured workflows, SLA governance, and performance monitoring
• 𝗦𝘁𝗿𝗲𝗻𝗴𝘁𝗵𝗲𝗻𝗲𝗱 𝗰𝗹𝗶𝗲𝗻𝘁 𝗿𝗲𝗹𝗮𝘁𝗶𝗼𝗻𝘀𝗵𝗶𝗽𝘀 by delivering clear communication, proactive planning, weekly performance reviews, and benchmark-driven reporting—resulting in higher retention and repeat business growth
• 𝗘𝗻𝗵𝗮𝗻𝗰𝗲𝗱 𝗼𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗲𝗳𝗳𝗶𝗰𝗶𝗲𝗻𝗰𝘆 by standardizing processes, optimizing resource use, and applying data insights to improve campaign performance, reduce rework, and accelerate delivery timelines.
• 𝗗𝗿𝗼𝘃𝗲 𝘀𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗰 𝗱𝗲𝗰𝗶𝘀𝗶𝗼𝗻-𝗺𝗮𝗸𝗶𝗻𝗴 using analytics, performance dashboards, trend analysis, and competitive insights to fine-tune campaign strategies and boost ROI
• 𝗜𝗺𝗽𝗿𝗼𝘃𝗲𝗱 𝘁𝗲𝗮𝗺 𝗮𝗹𝗶𝗴𝗻𝗺𝗲𝗻𝘁 through daily stand-ups, OKR tracking, task allocation, and competency development, ensuring sustained project readiness and execution quality
• 𝗜𝗺𝗽𝗿𝗼𝘃𝗲𝗱 𝗰𝗼𝗻𝘁𝗶𝗻𝘂𝗼𝘂𝘀 𝗶𝗺𝗽𝗿𝗼𝘃𝗲𝗺𝗲𝗻𝘁 frameworks to reduce errors, refine workflows, and ensure high-quality deliverables in fast-paced, multi-project environments

May 2008 – Apr 2010 · 1 yr 11 mos · Greater Hyderabad Area · On-site

• 𝗤𝘂𝗮𝗹𝗶𝘁𝘆 𝗦𝗽𝗲𝗰𝗶𝗮𝗹𝗶𝘀𝘁 – 𝗚𝗼𝗼𝗴𝗹𝗲 𝗜𝗻𝗱𝗶𝗮 (𝗖𝗼𝗻𝘀𝘂𝗹𝘁𝗮𝗻𝘁 𝘃𝗶𝗮 𝗞𝗲𝗹𝗹𝘆 𝗦𝗲𝗿𝘃𝗶𝗰𝗲𝘀)
• Driving 98%+ Accuracy Across GIS Mapping, Digital QA & Lean Six Sigma Frameworks
• 𝗘𝘅𝗲𝗰𝘂𝘁𝗲𝗱 𝗵𝗶𝗴𝗵-𝗽𝗿𝗲𝗰𝗶𝘀𝗶𝗼𝗻 QA audits across GIS Mapping, Geo-data verification, Digital Operations, and Integration workflows, delivering 98%+ data accuracy through real-time validation, discrepancy detection, and strict SOP / ISO-based quality controls.
• 𝗔𝗽𝗽𝗹𝗶𝗲𝗱 𝗟𝗲𝗮𝗻 & 𝗦𝗶𝘅 𝗦𝗶𝗴𝗺𝗮 methods to streamline audits, eliminate defects, and reduce rework—achieving a 25% drop in operational errors and improving process stability and cycle efficiency.
• 𝗦𝘁𝗿𝗲𝗻𝗴𝘁𝗵𝗲𝗻𝗲𝗱 𝗚𝗜𝗦 𝗠𝗮𝗽𝗽𝗶𝗻𝗴 quality by correcting geolocation errors, validating POI metadata, resolving spatial inconsistencies, and ensuring 100% compliance with Google’s mapping and data-integrity standards.
• 𝗘𝗻𝗵𝗮𝗻𝗰𝗲𝗱 𝗼𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝘄𝗼𝗿𝗸𝗳𝗹𝗼𝘄𝘀 using RCA, CAPA, standardized audit templates, and process documentation, boosting QA throughput and improving accuracy across mapping layers, content tagging, and integration pipelines.
• 𝗖𝗼𝗹𝗹𝗮𝗯𝗼𝗿𝗮𝘁𝗲𝗱 𝗰𝗿𝗼𝘀𝘀-𝗳𝘂𝗻𝗰𝘁𝗶𝗼𝗻𝗮𝗹𝗹𝘆 with Product, Policy, Engineering, and QA teams to resolve systemic geo-data issues, optimize quality pipelines, and support scalable improvements to platform reliability.
• 𝗗𝗲𝗹𝗶𝘃𝗲𝗿𝗲𝗱 𝗮𝗰𝘁𝗶𝗼𝗻𝗮𝗯𝗹𝗲 𝗿𝗲𝗽𝗼𝗿𝘁𝗶𝗻𝗴 with dashboards, error-pattern analytics, quality heatmaps, and Lean performance metrics—enabling faster decisions, stronger audits, and improved stakeholder alignment.

Jan 2007 – Jan 2008 · 1 yr · Hyderabad · On-site

• 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝘆 & 𝗥𝗼𝗮𝗱𝗺𝗮𝗽 𝗢𝘄𝗻𝗲𝗿𝘀𝗵𝗶𝗽:
• Pioneered the global digital marketing roadmap, establishing a clear strategy that unified multiple marketing channels for brand consistency.
• Executed inbound marketing campaigns, leading to measurable increases in market segment and proactive sales forecasting.
• 𝗕𝘂𝗱𝗴𝗲𝘁 & 𝗙𝗶𝘀𝗰𝗮𝗹 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝘆 :
• Managed and prepared the global digital marketing budget, ensuring optimal ROI and meticulous KPI tracking for all expenditure.
• 𝗧𝗲𝗮𝗺 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 & 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁 :
• Guided and mentored the digital marketing team, implementing a focused training strategy to motivate goal achievement and align with product objectives.
• 𝗖𝗼𝗻𝘁𝗲𝗻𝘁 & 𝗦𝗘𝗢 𝗣𝗲𝗿𝗳𝗼𝗿𝗺𝗮𝗻𝗰𝗲:
• Oversaw content improvement and management across online channels, leveraging SEO and Google Analytics to drive organic traffic (e.g., increased web traffic by 15%+ estimate).
• 𝗖𝗿𝗼𝘀𝘀-𝗙𝘂𝗻𝗰𝘁𝗶𝗼𝗻𝗮𝗹 𝗖𝗼𝗹𝗹𝗮𝗯𝗼𝗿𝗮𝘁𝗶𝗼𝗻 :
• Liaised with Product Owners, Creative, and Sales teams to deploy cohesive strategies, significantly boosting client satisfaction metrics.
• 𝗠𝗮𝗿𝗸𝗲𝘁 𝗜𝗻𝘁𝗲𝗹𝗹𝗶𝗴𝗲𝗻𝗰𝗲:
• Monitored and Analyzed competitor activities, providing actionable ideas to leadership that ensured the company maintained a competitive edge

Mar 2006 – Nov 2006 · 8 mos · Greater Hyderabad Area · On-site

• 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗱 𝗮𝗻𝗱 𝗰𝗼𝗻𝘀𝗶𝘀𝘁𝗲𝗻𝘁𝗹𝘆 maintained a Customer Satisfaction (CSAT) rating of 92% and above, exceeding the organizational benchmark of 85%.
• 𝗘𝘅𝗲𝗰𝘂𝘁𝗲𝗱 𝗲𝗺𝗽𝗮𝘁𝗵𝗲𝘁𝗶𝗰 𝗮𝗻𝗱 𝗽𝗿𝗼𝗳𝗲𝘀𝘀𝗶𝗼𝗻𝗮𝗹 communication strategies that ensured high client loyalty and positive feedback.
• 𝗜𝗻𝗯𝗼𝘂𝗻𝗱 𝗩𝗼𝗹𝘂𝗺𝗲𝘀 & 𝗣𝗿𝗼𝗱𝘂𝗰𝘁𝗶𝘃𝗶𝘁𝘆: Managed high-volume service queues, processing an average of $100+$ inbound volumes (calls and inquiries) daily, surpassing productivity goals
• 𝗖𝗼𝗻𝘁𝗿𝗶𝗯𝘂𝘁𝗲𝗱 𝘁𝗼 𝘁𝗵𝗲 𝗼𝘃𝗲𝗿𝗮𝗹𝗹 𝗱𝗲𝗽𝗮𝗿𝘁𝗺𝗲𝗻𝘁𝗮𝗹 output by efficiently churning out daily processing volumes with minimal escalation.
• 𝗤𝘂𝗮𝗹𝗶𝘁𝘆 & 𝗖𝗼𝗺𝗽𝗹𝗶𝗮𝗻𝗰𝗲 (𝗤𝘂𝗮𝗹𝗶𝘁𝘆%):
• 𝗦𝘂𝘀𝘁𝗮𝗶𝗻𝗲𝗱 𝗮𝗻 𝗲𝘅𝗰𝗲𝗽𝘁𝗶𝗼𝗻𝗮𝗹 𝗼𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝗮𝗹 : Quality Score of >=95% in weekly performance audits, demonstrating rigorous adherence to SOPs.
• 𝗣𝗿𝗼𝘃𝗶𝗱𝗲𝗱 𝗮𝗰𝘁𝗶𝗼𝗻𝗮𝗯𝗹𝗲 𝗳𝗲𝗲𝗱𝗯𝗮𝗰𝗸 on process friction, aiding management in optimizing workflows for greater efficiency.
• 𝗖𝗵𝘂𝗿𝗻 𝗠𝗶𝘁𝗶𝗴𝗮𝘁𝗶𝗼𝗻: Mitigated customer attrition by providing swift and effective first-contact resolution, resulting in a 5% and above reduction in error-related individual Volumes Churned Out.
• 𝗘𝗮𝗿𝗹𝘆 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽: Supported the management and on-the-job training of junior customer service representatives, showcasing early leadership and coaching skills.