Jul 2022 – Jan 2024 · 1 yr 6 mos

• Promoted to lead a global team driving skill transformation through 1600+ SMEs across the US, India, and Egypt, covering all Go-to-Market strategies
• Built and executed Global Operations strategy, collaborating with Product, Engineering, Data, Finance, and Legal teams to support 75,000+ learners monthly
• Reduced service cost by 30% and improved the responsiveness of services from 24+hrs to 2 hrs while achieving the industry-best NPS of 91/100
• Created an external contractors based strategy for short projects, reducing content maintenance costs by 50%, accelerating content delivery (11 courses in 3 months), driving 7% company growth, and achieving 30% team bandwidth savings through automation
• Led the shift to a strategic user-centric model, moving away from a one-size-fits-all approach, leading to increased revenue (11%) and retention (14%)
• Designed and implemented accelerated user experience journey with weekly milestones and leaderboards, boosting engagement by 42%
• Ensured Global Operations P&L profitability by forecasting and managing direct and indirect costs, achieving a positive team gross margin of 47%
• Owned and managed a 22% of the direct cost annually, totalling to $6 Million

Apr 2020 – Jun 2022 · 2 yrs 2 mos

• Promoted by the COO to manage a global portfolio after delivering outstanding operational results for the Indian region
• Drove targeted campaigns on job boards and social networks for SMEs, boosting numbers with over 70% industry experts. Raised average experience from 2 to 5 years, with 50% from Marquee companies, enhancing service quality
• Optimized service delivery by hosting on an internal platform and localizing payouts, resulting in a 30% cost reduction
• Developed a performance management system, assessing contractors using key rubrics and improved Performance Score from 7 to 8.5
• Initiated data-driven decision-making with SLA definition and monitoring, introduced a leveling program to reward top performers, and implemented a peer-to-peer audit process for service quality evaluation

Sep 2018 – Apr 2020 · 1 yr 7 mos

• Delivered services to key strategic clients including Infosys, Wipro, Flipkart, and Myntra to support their Digital Transformation initiatives and achieved 65% completion rates from students
• Drove 60% student graduation rate, the highest within Udacity for consumer business
• Established teams and implemented processes for various business functions at Udacity in India, including B2B Customer Success, B2C Customer Support, and Career Services

Feb 2016 – Jul 2018 · 2 yrs 5 mos · New Delhi Area, India

• Built the product from 0 to 1 and then 1 to 10 (Revenue from ₹2 million to ₹10 million PA)
• Product saw a growth of 180% by the end of year 2017, one of the highest-rated products in the company’s portfolio
• Led Jamboree's Online products, built and led a 20-member team, overseeing the entire product life-cycle from launch to marketing, sales channels, and service delivery management
• Introduced online billing, enhanced product through student orientations, and set up a tele-calling team to ensure lower TAT reducing customer resolution time from 48 to 6 hours
• Performed competitive and historical revenue analysis, defined product marketing strategy, presented revenue figures to stakeholders, and coordinated with 34 centers to meet revenue targets
• Outlined product roadmaps, strategized future developments with stakeholders, managed design and delivery of online curriculum, student experience, and defined product segmentation
• Crafted a distinctive "Digital & Personal" product strategy, incorporating live online sessions for interactive experiences, positioning the offering competitively against international counterparts such as Manhattan Prep and Princeton Review

Jul 2013 – Feb 2016 · 2 yrs 7 mos · Bengaluru Area, India

• Managed end-to-end implementation of business processes for configuring facilities and reporting emissions in over 20 refineries of major oil companies
• Established metrics to identify and address inefficiencies throughout the product life cycle. Identified and resolved process bottlenecks, improved business workflows, conducted research for project scope, and contributed to Audit Review meetings
• Implemented data monitoring using Adobe document services, XML, and XSLT for internal reports. Generated emission data reports in SAP EC through SQL, ensuring compliance with corporate and environmental policies
• Formulated complex calculations using vAlgo scripting for emissions based on chemical equations and material properties. Modeled emissions from refineries and conducted complex SQL queries to fetch emissions data
• Received Employee of the Month 3 times for the exceptional contribution