Pranay Suman Das

Operations Associate

Gurugram, Haryana, India7 yrs 9 mos experience

Highly Stable

Key Highlights

Led initiatives reducing cancellations by 40%.
Managed a team with ₹10 Cr/month P&L.
Successfully launched in-house CRM for support.

Stackforce AI infers this person is a B2C logistics and customer support professional with strong program management skills.

Contact

Skills

Core Skills

Category ManagementBusiness StrategyCustomer SupportTeam LeadershipSales ConversionCommunicationStakeholder Management

Other Skills

Microsoft PowerPointNew Business DevelopmentUser StoriesEntrepreneurshipBusiness Case PreparationStrategic VisionaryProduct RequirementsStrategic Planning for GrowthHigh-growthStrategic BusinessCritical ThinkingPresentation SkillsCustomer ServiceBusiness DevelopmentFinancial Modeling

About

Head of Delivery partner support team with 4+ years of program management experience in Customer Support, New initiatives in logistics and Merchant business. Earlier, have worked as a Strategic Account Manager for 1.5 years focusing on key B2B clients.

Experience

7 yrs 9 mos

Total Experience

3 yrs 10 mos

Average Tenure

Current Experience

Zomato

6 roles

Generalist

Aug 2024 – Sep 2025 · 1 yr 1 mo

Managed logistics for extreme weather events(monsoon, winter etc) and owned PnL for the same
Defined and executed last mile strategy for specific cities along with city ops teams
Helped design product basis on ground insights to increase delivery partner turn up during rain events

Senior Program Manager

Jan 2024 – Aug 2024 · 7 mos

Headed rider quality charter to create frameworks for fraud detection
Reduced Delivery partner initiated cancellation by 40% to all time low
Experimented with creating a dedicated premium fleet of delivery partners for top 1% customers

Category ManagementMicrosoft PowerPointNew Business DevelopmentUser StoriesEntrepreneurshipBusiness Strategy+15

Head - Delivery Partner Support

Promoted

Jan 2023 – Mar 2024 · 1 yr 2 mos

Managed 21-member team with ₹10 Cr/month P&L, driving automation to cut CPO 40%
Launched callback in live support & built in-house CRM for ticketing support
Created automations to reduce cost and improve DP experience

Category ManagementCustomer SupportMicrosoft PowerPointData AnalyticsNegotiationCustomer Satisfaction+37

Program Manager

Promoted

Jan 2022 – Dec 2022 · 11 mos

Raised DP asset compliance to ensure brand visibility
Created Mx specific retun bag flow for large orders where DPs can not use their assets to hold delivery items
Created FC charter and defined KPIs to better manage on ground fleets and create strong relationship between delivery partners and Fleet coaches

Category ManagementMicrosoft PowerPointData AnalyticsNegotiationNew Business DevelopmentUser Stories+27

Associate Program Manager

Nov 2020 – Dec 2021 · 1 yr 1 mo

Sales ConversionNegotiationBusiness StrategyCommunicationConsumer BehaviorStakeholder Management+14

Area Sales Manager

Apr 2019 – Oct 2020 · 1 yr 6 mos

Sales ConversionNegotiationCommunicationStakeholder ManagementVoice of the CustomerSpreadsheets+3

Godrej consumer products limited

Summer Intern

Apr 2018 – Jun 2018 · 2 mos · Kolkata Area, India

Sales & Marketing Project: Drive discontinuous growth of Godrej No.1 soaps for Godrej Consumer Products in West Bengal
1. Conducted a month-long pilot 'Ebar Ami'o No 1' in three districts of West Bengal aimed at increasing POS visibility and trade marketing
2. The pilot was a huge success with pilot markets achieving more than 1.4 times YOY growth as compared to other areas
3. Identified top districts, SKUs and variants, which should be focused for next two years for the growth of Godrej No 1
4. Proposed brand activation at the retail and Wholesale level
5. Devised channel wise growth strategy and strategy to increase Numeric Distribution at Metro, Urban and Rural level

Stakeholder ManagementSpreadsheetsE-Commerce