Headline

Program Manager @ Headout

About

Program Manager with 4+ years of experience building scalable systems, automation frameworks and operational programs in high-growth environments. Today I work at the intersection of Product, Engineering, AI, Operations and Customer Experience - leading initiatives that simplify complexity, improve user journeys and build systems that scale. Over the last few years at Headout, I’ve worked across AI-led programs, CRM transformations and foundational systems supporting rapid growth. From launching conversational AI and redesigning customer journeys to leading CRM migrations and building operational workflows, I enjoy stepping into ambiguous problems and creating structure where none exists. Coming from a hospitality background with a Bachelor's degree in Hotel Management, I naturally developed a strong user-first lens and appreciation for how people experience products and services. Over time, that evolved into an interest in solving customer and operational problems through systems and process design. At the core of my professional journey is a dedication to building meaningful solutions that improve experiences, reduce friction and help teams move faster with clarity. I enjoy fast-moving environments, broad ownership and messy problems where strategy and execution go hand in hand.

Location

Bangalore Urban

AI stack

claude code

openai

opencode

railway

replit

Zapier

Work experience

Program Manager at Headout, Apr 2026 - Present · 7 mo, Bengaluru, Karnataka, India, - End-to-end ownership of AI-led support across Web, App and WhatsApp | 600K+ annual interactions | ~75% automated resolution - 0→1 design and deployment of event-driven routing infrastructure, replacing native CRM FIFO workflows | P90 wait time: 60+ mins → <6 mins - Led cross-functional programs across Product, Engineering and Operations to automate incident management, bulk operations, guest communications and refund workflows | Resolution time: 4 hours → <30 mins - Owned vendor strategy, commercial governance and platform optimization across the AI ecosystem | ~30% cost reduction | ~$30K annual savings

Associate Program Manager at Headout, Oct 2025 - Apr 2026 · 7 mos, Bengaluru, Karnataka, India

Assistant Program Manager at Headout, Oct 2024 - Sep 2025 · 11 mo, Bengaluru

Senior Associate - Volume Monitoring at Headout, Aug 2023 - Sep 2024 · 1 y 1 mo, Bengaluru, Karnataka, India

Associate - Customer Experience at Headout, Jun 2022 - Jul 2023 · 1 y 1 mo, Bengaluru

Guest Service Associate at DoubleTree by Hilton, Nov 2021 - May 2022 · 7 mos, Bangalore Urban, Karnataka, India, Managed front-office operations within a 5-star hospitality environment, handling guest interactions, reservations and service operations while developing strong customer-first and operational fundamentals.

Intern at ITC Kohenur - a Luxury Collection Hotel, Jun 2019 - Nov 2019 · 6 mos, Greater Hyderabad Area, Industrial exposure program across multiple departments within a luxury hospitality environment, gaining early experience in operations, guest interactions and service design.

Education

Bachelor's in Hotel Management, Hospitality Administration/Management, Manipal Academy of Higher Education