Headline

Program Manager | Product Operations | AI & Digital Transformation Strategy | Fintech and Payments | AI Automation | Process Excellence | Operational Efficiency | AI Engineer

About

Program Manager with expertise in driving operational excellence and digital transformation across fintech and consumer tech platforms — including Stripe, PhonePe, and Mashreq Bank. I sit at the intersection of Product, Engineering, and Operations — translating user pain points and operational data into high-impact programs that reduce costs, improve automation, and scale support infrastructure. Whether it's shipping internal tooling, designing automation strategy, or leading cross-functional product launches, I bring structure and execution to complex, ambiguous problems. Some highlights across my career: --Implemented a fraud prevention tech solution saving ~$50K/month and reducing operational costs by 4% --Delivered PayZapp's operational readiness with 82% automation at launch --Reduced average response time by ~11% via an LLM-based solution --Cut contact rate by ~15% in collaboration with engineering teams --Improved CSAT by 12% and reduced operational cost by 7% through pilot-to-production programs --Automated 80% of ticket handling via CRM, cutting operational costs by 15% I thrive in fast-moving environments where operational rigor and product thinking go hand in hand. Currently open to Program Manager, Product Operations, and Strategy & Ops roles at high-growth tech companies and fintechs.

Location

Bengaluru

AI stack

anthropic apis

claude

gemini

manus

notebooklm

Amazon Q Developer

Work experience

Program Manager - Operations Technology at Stripe, Jan 2025 - Nov 2025 · 11 mos, Bengaluru, Karnataka, India, Spearheaded large-scale digital transformation and program management across Product, Engineering, and Operations to enhance global support platform tooling and operational efficiency. Delivered quantifiable Process Excellence by designing and implementing an engineering risk support solution that prevented ~$50K/month in fraud losses and reduced overall operational costs by 4%. Drove AI/Automation initiatives by introducing an LLM-based solution that reduced average response time by ~11% and led the rollout of an organization-wide CRM change to optimize for cost. Functioned as Product Operations lead by translating complex operational pain points into actionable product requirements, directly influencing product roadmaps, and launching user-facing dashboards that reduced operational costs by 12%. Ensured Global Operational Readiness by standardizing processes, driving change management for new tooling launches, and ensuring compliance alignment across distributed operations, reducing execution risk. Launched revenue-generating pilot programs focused on user experience, converting them into new lines of business that resulted in a 10% increase in CSAT and a 7% reduction in operational cost.

Lead Consultant - CX at Mashreq, Jul 2024 - Nov 2024 · 5 mos, Bengaluru, Karnataka, India, Led operational Readiness for product launches, standardizing SOPs across three regions (India, UAE, Egypt), serving as a customer-facing consultant; ensured project delivery through meticulous planning, resource management, and integration testing across Engineering, Marketing, and Compliance teams. Deployed AI/automation frameworks that led to quantifiable cost reduction and efficiency gains: Achieved 95% automation via chatbot processes, cutting operation costs by 4%. Implemented an AI-driven translation solution, reducing IVR costs by 35%. Reduced Incident SLA breaches by 50% through chatbot logic upgrades and cross-training initiatives.

Manager- Process Design & Automation at Zeta Suite, Jun 2022 - May 2023 · 1 yr, Bengaluru, Karnataka, India, Led end-to-end Operational Readiness for HDFC Bank’s PayZapp App launch, achieving 82% automation across all support workflows at go-live. Drove operational efficiency (45% increase) and cost optimization by implementing a new CRM system that automated 80% of ticket handling, yielding a 15% reduction in operational costs. Partnered with Engineering teams to drive platform improvements, resulting in a 15% contact rate reduction and improving Average Resolution Time by ~33%. Managed the end-to-end product management lifecycle (concept to UAT) and streamlined customer-facing processes based on VOC feedback, boosting CSAT by ~7% and reducing agent handling time by 15%.

Process Excellence at CRED, Sep 2021 - Jun 2022 · 10 mos, Bangalore Urban, Karnataka, India, Owned Product Operations for credit card payments and rewards infrastructure, building and scaling operational playbooks that enabled 3x faster feature rollouts with structured go-to-market checklists. Led Operational Readiness for new product launches, achieving 100% coverage and 71% contact centre automation; designed and implemented chatbot flows that resulted in a 9% increase in CSAT. Drove technical operational efficiency initiatives, reducing settlement issues in credit card payments by achieving an 8% contact reduction and cutting handling time by 75% through collaboration with Engineering. Maximized the efficiency of internal tools (ticketing/CRM) to standardize workflows and provide comprehensive data access, enhancing overall operational performance and maximizing first-contact resolution.

Senior Process Designer- CX Strategy at PhonePe, Mar 2020 - Aug 2021 · 1 yr 6 mos, Bengaluru, Karnataka, India, Delivered end-to-end Operational Readiness and Go-to-Market for high-volume Fintech categories (Bill Payments, UPI, Merchant Payments), delivering 100% launch coverage and 71% overall automation. Drove automation strategy and implementation (IVR, Customer Bots) that reduced operational costs by 35% and successfully automated 45% of phone-based customer contacts. Functioned as Product Operations lead by conducting Voice of Customer (VOC) analysis to diagnose product issues, resulting in a 5% overall contact reduction. Managed service quality and operational metrics (CSAT, NPS), leading cross-functional teams (Product, Category, Business) to improve customer experience and achieve a 65% CSAT on new product launches. Designed and implemented proactive and reactive chatbot for automated handling of support issues resulting in 91% overall automation and reduced operational cost by ~15%

Education

Bachelor of Commerce - BCom, Business/Commerce, General, Indira Gandhi National Open University