Headline

Senior Program Manager | Supply Chain & E-Commerce Operations | End-to-End Program Delivery, Process Excellence, Stakeholder Management | MBA, Great Lakes

About

Senior Program Manager with 11 years of experience driving end-to-end program delivery across Supply Chain, E-commerce Operations, and Customer Experience at Reliance Retail, Udaan, and Ola. Currently leading WMS rollout across 5 Jiomart Fulfillment Centers, Manpower Planning, and Site Transition programs at scale — directly impacting Manpower CPS (Cost per Shipment), Mandays Adherence, and Go-live timelines. Built a track record of owning complex, cross-functional programs from ambiguity to execution — including a Merchant Onboarding platform migration achieving 100% new application coverage and 15% improvement in Acceptance Rate (Reliance Retail Ajio B2B), and a Buyer Cancellation Reduction rollout deployed across 8L+ retailers, cutting cancellation rate by 16 percentage points. At Udaan, led an end-to-end Escalation System rollout across 10+ cross-functional teams (Logistics, Returns, Credit, Payments, Tech) that reduced P80 Resolution TAT from 120 hours to 48 hours. Independently designed and operationalized a Customer Support Decision Tree system improving First Contact Resolution (FCR) from 75% to 95%, and drove IVR/Chatbot implementation that reduced Contacts per Order by 40% and improved Bot Resolution from 5% to 40%. Strong foundation in process design, SOP standardization, KPI framework definition, and stakeholder management — with experience influencing VP-level decisions through data-backed narratives. Certified CSPO and Lean Six Sigma Green Belt. MBA from Great Lakes Institute of Management. Open to Senior Program Manager and Product Manager roles in Supply Chain, Logistics, and E-commerce. Available for remote opportunities.

Location

Hyderabad

AI stack

claude code

ChatGPT

Work experience

Senior Program Manager at Reliance Retail, Dec 2022 - Present · 3 yrs 9 mos, Hyderabad, Telangana, India, Led end-to-end roadmap & stakeholder management for WMS rollout across 5 Jiomart FCs, improving manpower productivity by 16%, Drove data-driven manpower planning model reducing CPS by 9%. Owned merchant onboarding platform migration (0→100% coverage, +15% acceptance). Reduced buyer cancellation by 16 percentage points across 8L+ retailers.

Program Manager at udaan.com, May 2020 - Dec 2022 · 2 yrs 8 mos, Bengaluru, Karnataka, India, Owned end-to-end roadmap & stakeholder management for automated escalation system rollout across 10+ teams, reducing P80 resolution TAT 120→48 hrs. Built decision tree framework improving FCR 75%→95% across 300+ CS agents. Deployed IVR/chatbot solution reducing contacts per order by 40% & bot resolution 5%→40%. Launched RVP Control Tower reducing return pickup pendency by 30%.

Program Manager at Ola (ANI Technologies Pvt. Ltd), Mar 2018 - May 2020 · 2 yrs 3 mos, Bengaluru, Karnataka, India, Owned program roadmap across Mobility, Foods & Leasing BUs. Reduced driver onboarding contacts per application 80%→30% (AU/NZ) via root cause analysis & stakeholder-driven process redesign. Improved Rider CSAT 70%→80% & cut monthly call costs ₹27.5L→₹5.5L through CRM rollout & call center migration. Reduced logistics cancellations 6%→4% & standardized 15+ operational processes across cities.

Design Engineer at Cyient, Aug 2014 - May 2017 · 2 yrs 10 mos, Hyderabad, Telangana, India, Standardized SAP PM maintenance plans across 21 Rio Tinto plants with zero defects. Improved client feedback score 3.5→4.5/5 by documenting change management SOPs adopted team-wide.

Summer Research Associate at International Advanced Research Centre for Powder Metallurgy and New Materials, May 2013 - Jun 2013 · 2 mos, Hyderabad, Telangana, India

Education

Master of Business Administration - MBA, Great Lakes Institute of Management Gurgaon

Bachelor of Engineering - BE, MVSR Engineering College