Headline

Business Operations & CX Leader | P&L, Growth & Turnarounds | Ex-OYO, ClearTax, OnlineSales.ai | IIT Bombay

About

I build operating systems for businesses where the inputs are messy and the outputs need to be measurable. Over the last 17+ years, I've led P&L, operations, and customer experience across consumer tech, enterprise SaaS, hyperlocal, hospitality, and field services - in India, the UK, Spain, the Middle East, and Qatar. The pattern has remained the same: identify the constraint, build a system around the metric that matters, and leave the business measurably better. A few examples: • Onlinesales.ai - Ran a $2.3M hyperlocal P&L growing 155% YoY. Improved NPS from 30 to 62, adoption from 30% to 78%, and increased dealer spend by 40% across 3,000+ dealerships. • OYO UK - Led operations across 250+ hotels through COVID. Reduced costs by £1.92M annually while improving guest ratings from 6.7 to 8.1. • ClearTax - Built a 35-member Enterprise Customer Success organization in 60 days and improved NPS from 15 to 40. • OYO Goa - Scaled operations from 100 to 4,800 rooms and reduced unhappy customers by 35%. What makes me different is that I've solved similar scaling challenges across multiple industries. While the sectors changed, the challenge remained the same - identifying constraints, building scalable operating systems, and improving business outcomes. My strengths include: - P&L ownership - Operational excellence - Customer experience transformation - Revenue and retention growth - Org building and leadership - Cross-functional execution Today, I am interested in opportunities where strong product-market fit already exists and operational maturity becomes the next growth lever. If you're building, scaling, or transforming a business and need someone to create the operating layer between strategy and execution, I'd be glad to connect.

Location

Pune City

AI stack

antigravity

claude

deepseek

elevenlabs

gemini

Work experience

Founder (Independent Project) at HopLet, Mar 2026 - Present · 6 mos, Pune City, Built and launched a consumer app across iOS and Android focused on helping families create structured earn-spend-save systems for children. - 115+ families onboarded. - 3,000+ activities logged. - 72% D30 retention. - Zero paid acquisition. This independent project allows me to stay close to product development, consumer behavior, and execution while exploring my next leadership opportunity.

Head of Client Experience - Localium at OnlineSales.ai, Apr 2024 - Feb 2026 · 1 yr 11 mos, Pune District, Built the client success and governance layer for a fast-scaling hyperlocal business. - Led customer experience strategy for 3,000+ dealerships. - Built Client Health Scorecard covering NPS, adoption, SLA adherence, expansion opportunities, and escalations. - Improved dealer engagement 4x through the Dealer Connect program. - Reduced escalations by 45%. - Built governance across product, onboarding, operations, and revenue teams.

Head - Hyperlocal Business at OnlineSales.ai, Mar 2023 - Mar 2024 · 1 yr 1 mo, Pune District, Scaled a new vertical into a major revenue engine. - Owned a $2.3M hyperlocal P&L. - Delivered 155% YoY revenue growth. - Expanded customer base from a single account to leading automotive and real-estate brands. - Built strategic partnerships with Google, Meta, and major media agencies. - Grew dealer partner network and media spend base 6x.

Head of Virtual Helpdesk & Partner Operations - Hyperlocal at OnlineSales.ai, Dec 2021 - Feb 2023 · 1 yr 3 mos, Pune Division, Turned a reactive support function into a proactive operating system. - Reduced dealer ticket volume by 70%. - Reduced resolution time by 50%. - Improved TAT to under 2 days. - Increased "All OK" health score from 55% to 80%. - Generated 21,000+ additional leads through operational improvements.

Head Of Operations at ClearTax India, May 2021 - Dec 2021 · 8 mos, Bengaluru, Built and scaled the Enterprise Customer Success organization for ClearTax's B2B SaaS business. - Built a 35-member team in 60 days. - Improved NPS from 15 to 40. - Activated 400+ enterprise accounts. - Established onboarding, engagement, and support frameworks. - Launched Leadership-Customer Connect initiative to strengthen strategic customer relationships.

Head Of Operations at OYO UK, Aug 2019 - Nov 2020 · 1 yr 4 mos, London, United Kingdom, Led operations across 250+ hotels in 100+ cities across the UK and Spain. - Improved guest ratings from 6.7 to 8.1. - Reduced in-stay escalations by 24%. - Increased NPS by 37%. - Built a 20-member remote operations team. - Delivered £160K monthly cost savings. - Launched a 40-member customer support center. - Led OYO's COVID response strategy, generating £60K+ incremental revenue.

Zone-Head, OYO Homes, Goa at OYO, Apr 2018 - Jul 2019 · 1 yr 4 mos, Panaji Area, India, Scaled a regional business with full operational and commercial ownership. - Scaled inventory from 500 to 2,000+ rooms across 500+ accounts. - Delivered 5x revenue growth. - Built and led a 30+ member business development team. - Reduced unhappy customers by 35%. - Improved RevPAR by 40%. - Reduced operating costs by 57%

Operations Head, Goa at OYO, Apr 2017 - Mar 2018 · 1 yr, Launched and scaled the Goa network. - Built OYO Goa operations from 100 to 2,800 rooms. - Built and led a 25+ member operations team. - Reduced customer dissatisfaction from 18% to 9%. - Increased repeat bookings from 45% to 63%. - Reduced check-in denials from 6% to below 1.5%.

General Manager at Taskbob, Aug 2016 - Mar 2017 · 7 mo, Mumbai

Field service manager at Schlumberger, Jul 2008 - May 2016 · 7 y 10 mo, Mumbai

Education

Bachelor of Technology (B.Tech.) & Master of Technology (M.Tech.), Mechanical Engineering (Dual Degree), Indian Institute of Technology, Bombay

High School, St. John's School DLW