Mar 2022 – Jul 2024 · 2 yrs 4 mos · Gurugram, Haryana, India

Nov 2021 – May 2022 · 6 mos · Gurugram, Haryana, India

• Driving best practices and building capabilities that will enable Ecom Express to capitalize on future customer’s expectations. Driving initiatives to enhance, standardize and build self-governing processes across the organization driving cost and operational efficiency, improve quality and adherence to build reliability and resilience in the supply chain network.

May 2020 – Nov 2021 · 1 yr 6 mos

• Managing an overall experience of 20M+ merchants using Paytm for digital payments and allied services.
• Managing a diverse operational team (750+) handling the support, service and supply chain operations for Paytm merchants.
• Problem solving for the merchant experience and working with stakeholders in building the right product/processes to fix it.
• Significant cost savings derived from reduction in the contact rate by over 2X.
• Build traction on business app and introduced business solutions to improve merchant lifecycle management.
• Launched remote video assistance to troubleshoot the issue remotely and solve it.
• Improved the settlement success rate to 99.6% (1% up) by leading a cross-functional team across different entities.
• Merchant satisfaction at 90%.
• Built the Paytm devices service from scratch and scaling it to handle 2500 service request a day.
• Built the new asset management product to handle end to end tracking across supply chain, sales, deployment and service.
• Responsible for leading all post sales efforts including support, service and growth for 20M+ Paytm merchants.
• Built the Lending sales operation from scratch and grown it to 1000+Cr annualised merchant lending.
• Streamlined both Onboarding and Service Operations to save significant costs and significantly improve quality of service delivered to merchants.

Nov 2019 – May 2020 · 6 mos

• Enabled Paytm merchants to buy products for their shops from Paytm Wholesale.
• Launched footwear (supply and demand) and Kirana (only demand generation) leading to a run rate of 45CR/month with positive contribution margin.
• Aggregated Metro & Big basket wholesale supply for Paytm merchants.
• Launched shoe manufacturers and big wholesalers on Paytm wholesale making their catalog available to over 0.5M+ merchants.

Mar 2019 – Oct 2019 · 7 mos

• Delivered a trained, viable and compliant network of business correspondents (BCs) to drive customer acquisition at scale.
• Enabled existing logistics providers for customer acquisition nationally using their existing network.

Jan 2017 – Feb 2019 · 2 yrs 1 mo

• Led customer, merchant & delivery experience at Paytm Mall scaling it to 0.5M merchants, 10M shipments a month with 3M processing capacity at dedicated warehouses and handling P&L of 125CR/month.
• Launched same day and next day delivery on Paytm Mall (product, process, capacity, holiday and logistics partners).
• Brought Paytm Mall delivery experience at par with other e-com players by integrating multiple courier partners with real time complete tracking, OTP/QR validations for customer/sellers, call-recording, multi-AWB etc.
• Developed the courier routing engine to allocate shipments to partners basis their performance, cost, speed, ageing, capacity, promise & commitment.
• Vendor negotiations and performance management, network optimisation, network defect reduction and building technology solutions for Transportation.
• Led a diverse team (1000+) handling the complete operations for Paytm Mall across logistics, sellers and catalog.

Oct 2015 – Jan 2017 · 1 yr 3 mos

• One of the founding members of the Amazon Logistics, India launch team handling multiple projects/roles across network design, product, operations, channel development, corporate affairs, procurement, new initiatives at national and zonal levels. In the last assignment at Amazon, I was heading the regional operations including channel development for alternate deliveries for north last mile operations.
• 1. Led a diverse team, that manages an assorted network of forward and reverse mile operations. Network handled ~2L shipments per day with 70+ hubs and 3.5k manpower. It involved handling the entire P&L.
• 2. Built a high-performance team that delivered consistently for three years (2015-2017), on exponentially increasing complexity of e-commerce deliveries.
• 3. Scaled the variable delivery channel (like I Have Space, Service Partner etc.) to support 10X growth in delivery operations. Optimising cost by ~40% while maintaining service levels of the network.
• 4. Channel Development of I Have Space stores from ~500 to 3500 stores in a span of 8 months leading to their contribution shooting to ~65% from 15%.
• 5. Design of two futuristic products to scale delivery operations for year 2020 plan. Operating design for both models has been stress tested and one of the models is part of a worldwide product. Estimated saving of ~ $200 MM in India operations.
• 6. Build a lean work force engagement model for capacity optimisation in the last mile for managing the peak volumes). Achieved 35% improvement in the capacity utilisation.

Jul 2014 – Sep 2015 · 1 yr 2 mos

• Led compliance and corporate affairs team for Amazon logistics. Spearheaded engagement with multiple state governments in India for business continuity situations due to the rapidly changing tax and entry tax laws. Product managed the Amazon technology solution to automate the compliance requirements for movement of shipment across states in India.
• 1. Heading the regulatory operations at a country level and ensuring 100% compliance towards laws with smooth movement across the borders of states. Appointed a team of ~10 consultants to manage all the line haul movement across all modes.

May 2012 – Sep 2015 · 3 yrs 4 mos

• As member of the Amazon.in pioneer team, built the Amazon's last mile delivery network from grounds up to a network spread across 50 cities. Led the operations execution from inception till full scale maturity.
• 1. As part of the expansion plan – designed topology to meet the existing and futuristic demand and project managed commission of 200+ stations and sort centres (~1MM SQFT, spread across 19 states and 50+ cities) from real estate identification, built out, IT and safety & security installation.
• 2. Drove multiple continuous improvement and engineering in material handling projects for India operations. Addressing the India centred unique challenges build solutions that drove efficiency.
• 3. Setting up of the entire procurement supply chain for Amazon Logistics India, with 500+ SKU and monthly billing of INR 50MM. Efficiently driving the station operations planning process leading to Zero stock outs and No productivity loss. Vendor development to achieve 95% Delivery in Full on Time and 99% Right First Time.

Apr 2011 – May 2011 · 1 mo · Singapore

• Design of tools for planning trade strategies and evaluate potential investment opportunities
• Developed a proprietary tool which was adopted by team to hedge their positions in trade

Jan 2010 – Jan 2012 · 2 yrs · Ahmedabad Area, India

• Top 5% of the Batch with Summer Internship in Standard Chartered, Singapore and campus placement in Amazon India. Elected secretary for the business event and part of the Student Affairs Council. Members of multiple clubs and events during first and second year.

Jan 2008 – Jan 2010 · 2 yrs · Noida Area, India

• Design, Development and Verification of the Intellectual Property for Image Processor
• Saved $5 million for the firm by designing the verification model which reduced bugs
• Instrumental in winning a contract of $20 million from RIM (Blackberry) by the group