* Currently leading and managing the EMEA operations team of 10 Managers and 240+ indirect reports* Responsible for overseeing Amsterdam organizational processes and adding improvements to the process. Moreover, keeping track of the big picture, identifying potential areas of improvement and long-term planning to create initiatives that further the company’s overall goals.* Collaborating with Company's leadership, to constantly improve our service delivery through exceeding on agreed service levels, suggesting improvements to support logic, and designing structures to best run our support operations.* Providing strategic direction and leadership for all operational activities at the Amsterdam, ensuring alignment with overall company objectives.* Identifying opportunities to streamline processes, enhance efficiency, reduce costs, and improve overall operational performance.* Managing EMEA level Project Management Portfolio that includes - Intake of new projects, bi-weekly review, monitoring of 1-pagers/project progress, and post-mortem of XL projects to gather learning and feedback.* Executing business with firm principles - timely setting/clarifying requirements and expectations for all the managers. Measuring performance, providing feedback, and holding Managers accountable for performance and their lines of business.

* Managed a span of 225+ Team Members, 10 Team Managers, and 3 global product.* Won 7 global awards for quality improvement, scaling business and managing business and exceptional performance delivery during COVID.* Scaled business from 17 to 225+ in 1.5 year along with planning and maintaining work schedules, standard operating procedures and policies while performing content safety activities, recruiting new hires, performance reviews, training, assigning, coaching, counselling, disciplining employees and enforcing policies and procedures.* Executed creation of staffing plans, schedules, quality initiatives, process change initiatives, and other Change/Six Sigma initiatives to enable the Functional Areas to meet and exceed Business Plan.* Established operational cadence and managed personnel issues affecting functional area including surface issues with potential to affect multiple functional areas, along with ideas for solutions and share the same with Head of Operations and HRBP.* Ensured that organizational KPIs are meeting the company's standards and requirements. Implemented quality control measures as and when needed.* Collaborated with other departments such as Training, Partnership Management, Policy, Product, Quality, Org Culture to align operations with broader company goals.

Lead cross-functional teams with business and technological components.Meet business objectives by strategizing effective solutions.Plan and implement all stages of projects.Use cutting-edge PM knowledge to come up with innovative solutions.Analyze data to mitigate risk and ensure optimal use of resources.

* Managed PAN India e-commerce operations, developed strategies to boost revenue, attract new customers and optimize marketing spending.* Established long term B2B relationships with vendors resulting in +ve cash flow for the partnership.* Created a seamless online shopping experience that caters to the evolving needs of modern consumers across India.* Collaborated with other co-founder to define and refine the company's overall strategy, including market positioning, target audience, and competitive differentiation.

* Managed service delivery of 3 major accounts (Pharmaceutical, e-commerce and technical support)- 110 employees; 5 Team Managers by everyday focus on NPS/C-SAT, productivity, people performance, resource management, forecasting, and conducting performance evaluations.* Owned delivery of high degree customer service for all accounts and adherence of all management principles.* Lead and ensured active participation in HR related projects including hiring, induction, onboarding experience, performance management, top talent management.* Ascertained timely preparation and execution of WBR, MBR and QBRs with Senior leadership and Project owners.* Leveraged Team Managers by sourcing and nurturing ideas, and rolling them into the creation of improvement plans for the functional area.

* Mentored and developed a team of 20 Technical Support Engineers, resulting in an overall satisfaction score of 93% (NPS/C-SAT) across all interactions.* Ensured e2e work delivery by providing requisite staffing, managing day to day technology issues to develop and apply tactics to deliver the Service Level Agreement on a day to day basis.* Managed recruitment, training, action and targets, appraise and performance, development, coaching and general support to all team members to ensure targets are met/exceeded.* Focused on opportunities to enhance internal processes which promote best practice and lead to overall performance improvement and organizational efficiency.* Monitored performance and lead the team to achieve key performance indicators (KPIs) and provide an excellent service to customers.