Jul 2023 – Present · 2 yrs 11 mos

• Leading Program Management Office, Global Catalog Operations (GCO)
• At present, leading the Program Management Office (PMO) for GCO consisting of 1000 employees across 5 sites globally by managing a team of 5 Business Analysts and 2 Program Managers.
• During 2024, executed process improvement initiatives by facilitating Value Stream Mapping (VSM) and automation of manual steps (using SQL and Python). Enabled the VSM of over 60 processes in GCO and eliminated more than 20 manual steps in metrics reporting which resulted in 13% efficiency savings.
• Collaborated with Engineering partners and Operations team to implement tooling improvement and UI enhancement for 50 workflows which impacted 500+ associates and led to efficiency improvement of 8% in YoY.

Jul 2020 – Jun 2023 · 2 yrs 11 mos

• Leading Bangalore site for supporting Human in the loop operations at GO-AI
• During Jul’20-Jun’22, led operations for a span of ~300 HC as Operations manager for Global Operations Artificial Intelligence(GO-AI) team. In Jul’22, stepped up to lead the end to end Operations at BLR (GO-AI) site comprising of 150 HC in brick and mortar and 550 HC in virtual operations. The team comprises of 2 Sr. Operations managers, 9 Operations managers, 40 team leads and 600+ associates and SMEs. Responsibilities include, business metrics delivery, process improvement initiatives, managing compliance for the site, employee engagement, rewards and recognition, employees upskilling and retention management.
• Led successful Return to office and the launch of Virtual Operations for BLR site during Q2’22 for a team of ~700 HC. Coordinated with facilities, IT team and workforce management teams to align on the timelines and ensure the site readiness.
• Executed associates hiring for India with ~1860 external hires in the year. Led their training and onboarding program of 3 months aimed at successful completion of week on week ramp goals on metrics along with positive new hire experience. Reduced the attrition in 0-3 months tenure from 8.4% to ~6% from Jul’22 to Dec’22.
• Was among 5% managers in the team to be nominated for Bar Raiser training.

Jul 2019 – Jul 2020 · 1 yr

• Leading Workforce Management team at Global Operations-Artificial Intelligence
• Built the Workforce Management team for GO-AI from scratch scaling up from 2 to 26 members team within one year with the workforce management capabilities of forecasting, capacity planning, scheduling and real-time monitoring for the Org and built SOPs for SLA delivery as per business goals along with contingency measures.
• Enabled successful transition to work from home during the pandemic without any SLA miss by close coordination with all the stakeholders, following the SOPs, executing as per the timelines and aligning on risk mitigation measures.
• Coordinated with finance, recruiting and the customers in managing the short term and long-term risk in capacity during the transition to work from home. Built robust risk mitigation mechanisms and helped in successful GO-AI scale up from 1000 HC to 3000 HC within 1.5 years.