Senior program manager with 20+ years of global leadership experience in launching, scaling and managing product operations.
Leading Global customer experience and support operations for Lime (Scooters, E-bikes) across 30+ countries generating an annual revenue of $60M . Managing global vendor strategy and operations, and driving alignment of processes and initiatives throughout the customer services organization.
Aug'17-Feb'18 - Relocated to US and on a personal break
Setup the following project teams for client Google in Hyderabad:
Indoor Maps - Setup and managed a team of 50+ Quality Analysts auditing local business data collected by Field Operations across 15countries.The objective of the project is to plot business stores in strategic locations on Google Maps. Successfully seeded a pilot team to scope out process design & training requirements, scaled to production within 2 months of project initiation.
Building Geocodes- Scaled a workforce of 300+ Map Analysts who validated the accuracy of Google Maps data against ground reality. The project objective is to accurately track customer visits to business establishments that are priority Adwords clients.
Places of Interest(POI) - Setup and scaled a team of 60+ analysts who curated POIs from Google StreetView using OCR (Optical Character Recognition) technology for 7 countries.
Google My Business & Adword Express
Setup the Google My Business and Adwords Express field operations for South India. Program goal is to create an online presence for SMBs and connect them with potential customers who use Search, Google Plus and Google Maps. Performed detailed market research, identified potential cities and scaled project teams across South India within 6 months of program commencement.
Google Maps - Local Data Operations
Managed a team of 60+ Maps Data Quality analysts who performed quality audits on map edits/reviews applied by the Maps Editing team. Planned and executed special Quality projects depending on client specifications, defined process metrics/SLAs. Developed performance measures for QA reviewers/Leads to ensure project deliverables are met and drove continuous improvement through training/mentoring.
Managed the Auto Lease portfolio for South India and serviced all Corporate clients signed under this program. Entrusted with the responsibility to collate data on car model/price, offers from manufacturers and update/validate the system records regularly to provide accurate information to all customers. Maintained a healthy business relationship with the dealership/manufacturers across India to promote Auto Lease business. Also served as a single point of contact between corporate customers and dealers to resolve all queries/concerns.
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