Headline

Product Operations Manager @ Parspec | Ex-Amazon, Ex-Rippling, Ex-Papaya Global | SaaS Ops | AI/ML Program Delivery | KPI & SLA Governance | MBA – IIM Nagpur

About

I am a results-driven Product Operations and Associate Product Management professional with over 8 years of experience in driving operational excellence, workflow optimization, and scalable execution across high- growth B2B SaaS and fintech ecosystems. My expertise lies in aligning cross-functional teams to accelerate product delivery, enhance customer experience, and improve operational efficiency. I excel at translating customer pain points and business requirements into structured operational frameworks and scalable workflows by leveraging data-driven insights and stakeholder collaboration. Throughout my career, I have demonstrated success in optimizing onboarding, customer operations, and service delivery processes through automation initiatives and agile coordination. My strong analytical skills and hands-on expertise in tools like Jira, Confluence, Salesforce, and Tableau enable informed decision-making and continuous process improvement. I am passionate about building scalable operational models that improve productivity and support sustainable business growth. What I bring to the table: • Product Operations & SaaS Platform Scaling • AI/ML Program Delivery & GenAI Operations • Customer Onboarding & Data Migration at Scale • KPI Frameworks, SLA Governance & Executive Dashboards • Cross-Functional Leadership (Product, Engineering, CS, AI/ML) • SQL, Python, Tableau, Looker, Advanced Excel • Agile/Scrum, JIRA, Confluence, Asana • Lean Six Sigma | Google Project Management Certified MBA in Supply Chain, Operations & Analytics (IIM Nagpur)

Location

Bengaluru

AI stack

aistudio

antigravity

claude code

claude

codex

gemini

Work experience

Product Operations Manager at Parspec, Apr 2025 - Present · 1 yr 6 mos, Leading product operations across 3 AI-powered product lines, managing end-to-end program delivery for GenAI, LLM-based chatbots, voicebots, and conversational AI solutions for enterprise clients across construction, mechanical, electrical, lighting, and plumbing domains. Key Achievements: • Achieved 95%+ on-time delivery and ≥98% accuracy across enterprise GenAI and AI/ML programs • Delivered 10K+ AI training datasets for model training and ground truth creation; designed QA frameworks sustaining ≥98% data quality with ≤2% rework rate • Enabled scalable Agentic AI and LLM deployments through structured governance and proactive client engagement What I do: • Drive 3 NLP-powered chatbots enabling omnichannel customer interaction across text and voice channels • Serve as primary client-facing POC; manage stakeholder expectations, scope, change requests, and escalations across full project lifecycle • Translate business requirements into delivery roadmaps, sprint plans, and technical execution strategies collaborating with Product, Engineering, and AI/ML teams • Leverage LLMs (ChatGPT, Claude, Gemini) for solution design, prompt engineering, RAG pipeline optimisation, and model refinement • Manage Agile/Scrum execution via JIRA, Confluence, Asana — running sprint planning, backlog grooming, stand-ups, and retrospectives

Operations Analyst at Rippling, Nov 2023 - Mar 2025 · 1 yr 5 mos, Bengaluru, Karnataka, India, Managed end-to-end implementation of SaaS solutions for global clients, optimising payroll, business registration, tax filings, and compliance workflows at one of the fastest-growing HR-Tech platforms. Key Achievements: • Improved operational turnaround by 25% through systematic root-cause analysis and process redesign • Designed KPI frameworks and led structured performance reviews, directly improving team output and accountability • Built reporting models integrating SQL, Excel, and Looker — delivering insights that shaped resource allocation and workflow prioritisation What I did: • Led cross-functional collaboration with Sales, Renewals, and Engineering to enhance product adoption and customer satisfaction • Acted as key escalation point, ensuring timely resolution of customer concerns and process improvements • Mentored and managed team members across 2+ years, driving operational goals in high-impact environments Tech: SQL, Excel, Looker, Salesforce, JIRA, Confluence

CS Operations Specialist at Papaya Global, Sep 2022 - Oct 2023 · 1 yr 2 mos, Bengaluru, Karnataka, India, Managed cross-regional operations across APAC, EMEA, and Americas for a global SaaS payroll and compliance platform, ensuring seamless customer onboarding and consistent SLA performance. Key Achievements: • Reduced enterprise client onboarding TAT by 30% by redesigning workflows and implementing scalable frameworks • Built real-time dashboards for SLA adherence, data quality, and client satisfaction — enabling proactive decision-making What I did: • Led customer onboarding and implementation, ensuring smooth post-sale transitions for enterprise clients • Managed subscription billing, renewals, and payment escalations, contributing to revenue expansion • Handled Salesforce CRM implementation, maintained accurate client profiles, and completed all tasks within standard SLA • Led audit projects ensuring compliance with internal standards and client requirements Tech: Salesforce, Excel, Google Sheets, SLA Dashboards, Payroll Systems

Catalog Quality Operations Associate at Amazon, Nov 2020 - Sep 2022 · 1 yr 11 mos, Bengaluru, Karnataka, India, Supported senior operations leadership across 3 global marketplace verticals (US, UK, Australia, India) with product performance tracking, quality governance, and continuous process improvement at scale. Key Achievements: • Achieved 90% escalation resolution rate through proactive risk detection and cross-functional collaboration • Managed high-revenue Amazon product catalogs in e-commerce and retail apparel, ensuring data accuracy and operational efficiency What I did: • Spearheaded onboarding and training sessions across US, UK, Australia, and India markets • Created detailed SOPs to improve onboarding and catalog maintenance processes • Conducted root-cause analyses and implemented sustainable solutions to improve catalog quality • Partnered with creative, marketing, and product teams to align catalog strategies with business objectives Tech: Amazon Seller Central, Excel, A+ Content, SEO Tools, Analytics Dashboards

Catalog Quality Operations Trainee at Amazon, Sep 2020 - Nov 2020 · 3 mos, Bengaluru, Karnataka, India, o We are trained on US, UK, AUSTRALIA, INDIA, UAE and various other English marketplaces on the SOPs of advertising o Review web sites/ ad Creative/ video for content quality based on Content Guidelines. o Thoroughly check ad content with quality and accuracy.

Head of Operations/Founding Team at Hibernate Technologies Pvt. Ltd, Jan 2017 - Sep 2020 · 3 yrs 9 mos, Chennai, Tamil Nadu, India, Built and led a 50–100 person organisation from the ground up as part of the founding team. Established performance frameworks, operational processes, and accountability standards for a high-growth consumer technology marketplace. Key Achievements: • Scaled team from 0 to 50–100 people — hiring, onboarding, and building performance governance from scratch • Owned company-wide OKRs — monitored productivity, fulfilment quality, and delivery metrics daily • Delivered data-backed insights and recommendations to board and investors What I did: • Designed internal workflows across order fulfilment, supply-demand matching, and vendor management • Oversaw enterprise client onboarding, delivering tailored solutions to meet business needs • Managed complex escalations independently and ensured clean documentation and cross-functional handoffs • Implemented process automation to improve team productivity and customer satisfaction

Education

MBA - EPGP, Supply Chain Operations & Analytics, Indian Institute of Management Nagpur

Bachelor of Technology - BTech, Computer Science, Dr MGR Educational and Research Institute

Public links

gaurav-pawar-portfolio-2026.web.app: https://gaurav-pawar-portfolio-2026.web.app/