Headline

Operations Leader | Marketplace & SaaS | Customer Success & Revenue Operations

About

I help organisations turn complexity into calm execution. With 10+ years in operations, I've built and scaled teams, processes, and cross-functional alignment across Vendor Operations, Customer Success, Collections, and Process Excellence — delivering measurable outcomes at scale. Most recently as Country Operations Manager at The Knot Worldwide, I improved CSAT from 50% to 90%, drove collections efficiency from 70% to 95%, and led a 20-member team while partnering with stakeholders across India, the US, LATAM, the UK, and Europe. My leadership style is grounded in clarity, accountability, and ownership. I'm rarely the loudest voice in the room, but often the one who helps teams align, make decisions, and move forward together. At the core of my work is people leadership. I've led teams through scale, change, and ambiguity — focusing on psychological safety, clear expectations, and continuous feedback — while partnering across product, sales, finance, tech, and leadership to translate intent into execution. I'm often described as a steady presence during change — someone who brings clarity in ambiguity and creates alignment without adding noise. I enjoy solving ambiguous problems and building repeatable operational engines that improve speed, quality, and customer experience — especially in environments that require structure without rigidity. Always open to meaningful conversations with leaders and teams building for scale and impact.

Location

Greater Delhi Area

Work experience

Country Operations Manager at The Knot Worldwide, Jan 2023 - Oct 2025 · 2 yrs 10 mos, Gurugram, Haryana, India, Led and scaled end-to-end operations for the India market within a global B2B marketplace/SaaS environment, owning Customer Success, Vendor Operations, Retention and Collections. Acted as the primary operations partner to global stakeholders across the US, LATAM, UK, and EU. Owned the complete customer lifecycle—from onboarding and adoption to retention, expansion readiness, and collections—ensuring consistent customer outcomes at scale Led Customer Success teams managing key and strategic accounts, serving as the senior escalation point for high-impact and at-risk customers Improved CSAT from ~50% to ~90% through structured onboarding programs, proactive account management, and agent coaching workshops, auditing and monitoring sessions Designed and implemented retention-focused escalation frameworks, including incentive-led save motions, contributing to reduced churn risk Partnered closely with Sales leadership on renewals, pricing discussions, offer bundles, and built a collaborative business unit called SOPs helping both departments collaborate to achieve higher business results Owned collections and payment follow-ups, improving collections efficiency from ~70% to ~95% and reducing revenue leakage Designed and governed CRM workflows, playbooks, SOPs, and reporting frameworks for customer-facing teams Built dashboards to track customer health metrics (CSAT, churn signals, engagement trends) and supported leadership reviews, MBRs, and QBRs Managed and mentored a ~20-member Customer Success & Operations team, embedding accountability, ownership, and customer-first execution Acted as the connective layer between Customers, Product, Tech, Sales, and Data—ensuring feedback loops informed roadmap prioritisation and delivery

Operations Manager at The Knot Worldwide, Apr 2022 - Jan 2023 · 10 mos, Gurugram, Haryana, India, As the role expanded, I took on additional ownership for Customer Success alongside Vendor Onboarding, managing a team of four Customer Success Managers responsible for paid accounts. Owned a portfolio of 1,000+ vendors, establishing structured engagement rhythms—from welcome calls within 24 hours of onboarding through ongoing check-ins across the full 12-month contract lifecycle Partnered closely with Account Managers to proactively identify at-risk accounts and expansion opportunities, positioning the team as a revenue-protecting and value-driving function Implemented and scaled support and workflow tools including Zendesk and Jira, and built dashboards to improve visibility, accountability, and coordination across internal teams and external stakeholders

Assistant Operations Manager at The Knot Worldwide, Apr 2021 - Apr 2022 · 1 yr 1 mo, Gurugram, Haryana, India, Owned marketplace operations for vendor onboarding, ensuring the accuracy, completeness, and ongoing maintenance of the vendor catalogue to support discovery, relevance, and scale. Led and coached a team of five individual contributors, aligning KPIs, performance management, and execution rhythms with broader business objectives Designed and streamlined onboarding workflows to enable consistent quality and operational efficiency at scale Scaled the marketplace by onboarding ~10,000 wedding professionals within 12 months, growing the overall catalogue to ~60,000 vendors and establishing one of the largest wedding vendor directories in India

Team Lead Operations at PRchitects, Mar 2020 - Apr 2021 · 1 yr 2 mos, Gautam Buddha Nagar, Uttar Pradesh, India, Led operations and client success for brand-led digital and influencer marketing engagements across FMCG, Beauty, EdTech, and Electronics sectors. Owned client onboarding, execution planning, and delivery quality for brand campaigns Managed and enabled influencer partners, ensuring adherence to campaign objectives and timelines Coordinated cross-functional execution across internal teams and external partners

Operations Consultant at Saanvi Ethical Research LLP, Jan 2020 - Mar 2020 · 3 mos, Ghaziabad, Uttar Pradesh, India

Customer Success Manager at WeddingWire, Oct 2017 - Sep 2019 · 2 yrs, Gurgaon, India, Owned customer onboarding, enablement, and training initiatives to drive product adoption, retention, and frontline execution quality within a B2B marketplace environment. Designed and delivered onboarding and enablement programs for Customer Success and Sales teams Built quality frameworks, audit mechanisms, and performance dashboards to track execution effectiveness Conducted structured coaching, feedback loops, and capability-building sessions for customer-facing teams Partnered with cross-functional stakeholders to align training outcomes with business and customer goals Supported adoption and retention initiatives by improving consistency in customer interactions

Analyst at American Express, Jul 2016 - Oct 2017 · 1 yr 4 mos, Gurgaon, India, Supported frontline service operations in a high-volume, highly regulated financial services environment. Enabled day-to-day operational support for customer service teams Ensured process adherence, compliance, and execution quality across workflows Recognised multiple times as Quarter Champion for consistent execution excellence and reliability

Education

Bachelor of Business Administration (BBA), Business Administration and Management, General, The Maharaja Sayajirao University of Baroda