Robin Dahiya — CEO

I build and operate Customer Experience as a scalable business system, not a support function. I own CX strategy, operations, and intelligence for an entire line of business, with accountability for service outcomes, unit economics, and operational reliability. My work sits at the intersection of CX, Product, Engineering, and the Founder’s Office, where customer signal must convert into durable system decisions, not reactive fixes. I design and govern the CX operating model end to end: demand shaping and forecasting, workforce and capacity design, service-level governance, quality systems, and 24/7 execution. The objective is consistent, predictable delivery at scale, driven by process, tooling, and automation rather than heroics. I own CX intelligence used in executive decision-making, building analytical frameworks and root-cause models that expose demand drivers, failure modes, and second-order effects across the customer lifecycle. These insights inform product prioritization, automation strategy, and operational investment trade-offs. I partner closely with Product and Engineering to eliminate friction at the source, so metrics like FCR, CSAT, NPS, and cost per ticket move structurally, not cosmetically. I operate best in fast-scaling, high-ambiguity environments where ownership is explicit and execution quality compounds.

Stackforce AI infers this person is a Customer Experience leader in a fast-scaling SaaS environment.

Location: Gurgaon, Haryana, India

Experience: 9 yrs 4 mos