Bengaluru, Karnataka, India
Senior operations and business leader with 18+ years of experience building global platforms, teams, and operating systems that support scale, reliability, and revenue outcomes across fintech and enterprise environments. Deep experience partnering with sales, marketing, and product teams to improve pipeline conversion, customer retention, and expansion by strengthening enablement, operating cadence, and post-sales execution. Particularly interested in GTM and revenue leadership roles where customer experience, enablement, and commercial outcomes intersect. Comfortable stepping into new commercial contexts and building credibility through execution. Currently building at the intersection of operations and commercial outcomes in global tech - where scale, revenue impact, and customer experience converge.
Leading India-based Support Operations for Rippling’s Payroll product, the company’s largest, most complex, and fastest-scaling business line (35%+ of global support volume). Accountable for building senior leadership presence in India while strengthening operational rigor, escalation ownership, and performance culture within a high-growth, U.S.-centric SaaS environment. Partnering directly with global CX leadership to ensure execution standards, decision velocity, and cross-regional alignment in a time-zone distributed operating model. Core mandate: • Scale leadership depth across a rapidly expanding support organization • Institutionalize operating cadence, metric clarity, and performance discipline • Reduce structural attrition in night-shift operations through manager capability uplift • Strengthen global trust through proactive escalation ownership and cross-functional execution • Build systems that scale beyond individual heroics presence in Bangalore while driving operational scale, performance discipline, and sustainable growth across a rapidly expanding support organization. Operating at the intersection of global execution, leadership multiplication, and systems design in a high-velocity SaaS environment.
Founding member of Stripe’s Delivery Center, responsible for building and scaling global product operations supporting core payments and platform capabilities across APAC and LATAM. Operated at the intersection of product reliability, customer experience, and GTM readiness in a highly regulated environment. Selected impact: - Scaled global product operations from 1 → 150 FTEs across India and Mexico, transitioning ~97% of high-complexity workflows supporting core platform capabilities. - Improved operational readiness and time-to-resolution (96h → 72h) while maintaining enterprise SLAs through follow-the-sun coverage. – Drove automation, workflow redesign, and continuous improvement, delivering ~20% productivity gains and ~$600K+ in annualised efficiency savings. - Eliminated legacy backlog from 4,000+ items to <100 in 10 weeks through intake, prioritisation, and escalation redesign. - Partnered with Product, Engineering, Risk, and GTM Enablement teams to improve launch readiness and reduce customer-facing friction. - Built and led high-performing leadership teams; established operating cadence and senior stakeholder governance (WBRs/QBRs). - Led headcount and capacity planning in partnership with WFM, Finance (S&A, F&A), and Hiring teams, aligning workforce strategy to growth and operational readiness needs. - Founded Stripe Equate India and served as POSH Committee Chair, contributing to inclusive leadership and governance initiatives at the site level.
Founded and scaled a multi-market e-commerce travel business with end-to-end accountability for operations, partnerships, customer experience, and commercial outcomes across Australia, New Zealand, the UK, and the US. Operated with full P&L ownership, balancing growth, margin, and execution discipline. Selected impact: - Built and scaled a profitable direct-to-consumer business, generating AUD 2.5M+ in revenue and AUD 120K in upsell expansion; owned acquisition, conversion, retention, and expansion, managing AUD 800K+ in annual marketing spend while improving conversion by ~40% and reducing CAC through analytics-driven optimisation. - Established and scaled channel partnerships with hotels and property operators, defining commercial terms, service standards, and performance governance across regions. - Led contract negotiations and renewals with supply-side partners, balancing pricing, availability, margin, and customer experience outcomes. - Defined and executed new-market entry strategy, aligning supply readiness, partner coverage, operational capacity, and GTM sequencing for geographic expansion. - Designed end-to-end operating systems spanning demand generation, fulfilment, payments, and support; implemented automation (Shopify, Stripe, Freshdesk, Zapier) to enable scale, consistency, and cost efficiency. - Led hiring, vendor strategy, and financial governance, aligning resourcing and spend to growth priorities and unit-economics discipline. - Established operating cadence and performance dashboards to track funnel health, partner performance, and business outcomes across markets.
Led a multi-market, regulated services business with responsibility for commercial execution, partner ecosystems, and operating systems across the full customer lifecycle. Built early GTM, delivery, and governance foundations that improved speed-to-revenue, reliability, and execution consistency across international markets. Selected impact: - Owned commercial and operational execution for a 30-member, multi-location team, delivering ~INR 135M in annual revenue through structured GTM execution and disciplined operating cadence. - Designed and scaled partner- and franchise-led operating models, defining commercial terms, performance standards, and governance mechanisms to support geographic expansion. - Partnered with internal software teams on product and workflow development, translating frontline requirements into systems that improved lead management, pipeline visibility, and service reliability. - Re-architected end-to-end customer lifecycle workflows, reducing cycle time by ~50% (4 months → ~8 weeks) through process standardisation and cross-functional alignment. - Built training, coaching, and performance management systems that improved seller effectiveness, execution consistency, and problem-solving capability. - Operated in highly regulated, multi-stakeholder environments, coordinating with external institutions and authorities to ensure compliance, process integrity, and predictable customer outcomes. - Implemented data-driven decision frameworks, performance metrics, and governance rhythms to drive accountability and continuous improvement across commercial and delivery teams.