Payonidhi Mohta

Co-Founder

Bengaluru, Karnataka, India13 yrs 8 mos experience

Key Highlights

Built a 85-member service ops team, reducing costs significantly.
Achieved NPS growth from 35% to 85% in 3 months.
Designed systems that align founders and teams for operational success.

Stackforce AI infers this person is a strategic operations leader in the E-Commerce sector.

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Skills

Core Skills

E-commerceControl TowerOperations ManagementProcess ExcellenceStrategyProgram Management

Other Skills

After-SalesBack-end OperationsBusiness AgilityBusiness Process ImprovementBusiness Relationship ManagementBusiness StrategyCXO level engagementCost PlanningCross Functional Team BuildingCustomer EngagementCustomer Escalation ManagementCustomer ExperienceCustomer RelationsCustomer Relationship Management (CRM)Customer Retention

About

I’m an operations and founder office leader with 13+ years in high-growth, founder-led environments—building teams, scaling processes, and turning chaos into predictable engines. My strength lies in zero-to-one execution, designing systems that grow with the business, and aligning founders, frontline teams, and customers. What I’ve Delivered - 1. Built a 85-member in-house service ops team → Reduced cost per service from ₹1,500 → ₹400 2. Scaled NPS from 35 to 85% in 3 months at The Sleep Company 3. Designed CRM & workflow automation → cut manual ops by 60% 4. Drove AOP planning, vendor consolidation & GTM special projects at Urban Ladder 5. Built and managed city-level field ops, 3PL partnerships & last-mile playbooks at Swiggy Instamart How I Operate - 1. Translate founder vision into systems, SOPs, dashboards & cadences 2. Build scrappy, high-output teams that scale fast 3. Operate at the intersection of CX, GTM, supply chain, and last-mile 4. Solve root problems with simple, measurable processes Now Exploring - Chief of Staff | Founder’s Office | Head of Operations | Strategic Projects | EIR (Open to full-time or fractional leadership roles) I thrive in environments where the problem is ambiguous, the pace is fast, and the goal is scale. Let’s connect if you’re building something that demands operational rigor and strategic clarity.

Experience

13 yrs 8 mos

Total Experience

2 yrs 6 mos

Average Tenure

11 mos

Current Experience

Freelance

Business Consultant

Jul 2025 – Present · 11 mos · Bengaluru, Karnataka, India · Hybrid

Collaborated with two emerging startups to craft effective D2C and Marketplace supply chain strategies.
Implemented innovative solutions that led to a 30% reduction in operational costs.
Mentored aspiring entrepreneurs at Mesa School of Business, enhancing their business acumen and operational skills.
Launched a supply chain toolkit, providing valuable resources for operational efficiency. Link - https://payomohta.gumroad.com/l/ops-tracker-toolkit

Instamart

Operations Consultant

Feb 2025 – Jul 2025 · 5 mos · Bengaluru, Karnataka, India · Hybrid

Freelance Project -
Focused on streamlining Control Tower operations and warehousing efficiency.
Introduced process improvements to enhance real-time visibility, reduce turnaround times, and minimize operational bottlenecks.
Enabling better coordination across stakeholders, driving data-led decisions and boosting service reliability.

E-CommercePeople ManagementControl tower

The sleep company

National Head - Service Operations

Feb 2024 – Feb 2025 · 1 yr · Bengaluru, Karnataka, India · Remote

🚀 Scale-Up & Team Building:
Built in-house service team from scratch → 65+ members across India
📈 CX Transformation:
NPS growth from 35% → 82% in <3 months
Reduced cost per service from ₹1500 → ₹550 (target ₹400)
🛠 Systems & Automation:
Launched field ops app + automated escalation resolution
Owned P&L for services vertical
🤝 Cross-Functional Leadership:
Collaborated with CRM, Retail, Product for AI mattress, MTO launches

Process ExcellenceTeam BuildingP&L ManagementOperations ManagementBusiness Agility

Urban ladder

4 roles

Founders office/Business Generalist

Promoted

Mar 2020 – Feb 2024 · 3 yrs 11 mos

I successfully drove strategic initiatives that enhanced operational efficiency and revenue growth at Urban Ladder.
AOP planning for full organization
Core Member of launching new vertical "Urban Interiors"
Spearheaded WhatsApp commerce pilot (10% uptick in sales)
Designed customer journey maps, cut onboarding drop-off by 25%
Consolidated vendors → 14% OPEX savings
Partnered with CXO orgs on strategic & technical initiatives

StrategyFounder officeProgram ManagementProject Management

Operations Manager

Promoted

May 2018 – Mar 2020 · 1 yr 10 mos

Managed logistics processes to successfully reduce Last Mile Delivery costs from 8% to 5.5%.
Led a cross-functional Product Quality Team, decreasing product complaint rates from 7% to 4%.
Enhanced customer satisfaction, boosting NPS by 15% through effective integration of CSAT feedback loops.
Developed training programs and KPIs, resulting in a 20% improvement in team efficiency within 12 months.

Process ExcellenceNew Market ExpansionOperations Management