Description

I am a global operations, strategy, and planning management leader with 10+ years of experience driving business performance, customer experience, and operational excellence across high-growth organizations such as Uber, Disney+ Hotstar, and Deloitte. I specialize in solving complex operational challenges, scaling service organizations, and designing data-driven models for forecasting, planning, and customer support.

My projects have included multi-market VOC programs, support network scaling from 100 to 5,000+ FTEs, launching new business verticals across EMEA and APAC, building forecasting and governance models, and improving customer satisfaction and efficiency through automation and process redesign.

I partner closely with executives and cross-functional teams to translate ambiguity into structure, build scalable workflows, and deliver measurable results. I bring a consulting mindset, analytical rigor, and deep operational experience to help clients accelerate growth and make better, faster decisions.

Languages

English
Native or bilingual

Workplace preferences

Can work on-site

Amsterdam (up to 50km)

EMEA Uber Netherlands
Program Leader
TRANSPORTATION
March 2020 - Today (6 years and 3 months)
Amsterdam, Netherlands
• · Managing customer experience across EMEA for all Uber businesses, including Rides, Eats, and Groceries
• · Devising strategies to provide best in class customer experience through a scale of $100Mn+ budget and 5000+ FTEs
• · Overseeing creation and execution of FY operating plan and cadences, including leading executive meetings, QBRs
• · Leading cross functional teams looking after customer KPIs, forecasting, financial, and business planning
• · Spearheading projects like customer churn identification, onboarding new customers through funnel, promo launch
• · Drive process excellence through automation and continuous improvement in coordination with engineering teams Strategy & Planning
• · Development of short and long range plan, and Go-To-Market strategy, including geographical (territory) expansion, growth priorities, investments, organizational modeling, and change management
• · Partnering as a thought leader with regional operations team to devise customer policies
customer service Strategic planning Cost Reduction
APAC Uber India
Senior Program Manager
TRANSPORTATION
April 2017 - February 2020 (2 years and 10 months)
Gurgaon, India
• · Setup end to end governance structure for managing cost and profitability, demand & supply forecasting, annual operation planning, resource and capacity planning, driving gross margins through efficiency and optimization Streamlining India operations
• · Implemented global standards and processes for investment approval, project management, and service design
• · Formulated a top down model to highlight deviations in forecasting, vendor performance and predict trends in
• · Created processes to define vendor working methodologies like success metric definitions, setting response time thresholds, benchmarking metrics, etc
Achievements
• · Led expansion of Service Centers throughout APAC from to 800 FTEs, by growing footprint in new markets, to service the growing base of customers in Uber Eats 10x
• · Grew customer satisfaction by 20%, efficiency by 80% via quality improvement projects (lean Six Sigma, TQM) Analytics
Lean Management Strategic planning Lean Service Operations Cost Reduction Business Plan Development
Disney+ Hotstar
Summer Intern, Content Analytics
ENTERTAINMENT AND LEISURE
April 2016 - June 2016 (2 months)
Mumbai, India
• · Part of Hotstar Premium launch, worked with cross-functional teams to identify audience triggers & top content
• · Modelled an in-use automatic content curator to design popular clips trays from historical data, across multiple genres
• · Increased the viewership by 12 times through ROI analysis (content duration vs user watch time) on archive content Designing
• · Benchmarked offerings with 7 OTT platforms & suggested alternate navigation structure to enhance clips accessibility
• · Designed and ran pilot website to assess look, feel, ease-of-use and interactivity of a new 'Clips' tab on Hotstar
Agile Project Management Customer Journey Customer Loyalty/ Retention