Bengaluru, Karnataka, India
Most customer operations fail not because the strategy is wrong, but because the system underneath it can't hold the weight. I build the system — and then I build the commercial case around it. Over 16 years, I've operated across two disciplines most leaders treat as separate: running large, complex operations and owning commercial outcomes. At Amazon Ads, I led GTM and monetisation for a data-driven advertising analytics product serving 800+ brands and agencies — built the sales pipeline, owned the P&L, and grew ad revenue 20% year-on-year. On Amazon Live, I onboarded 100+ large brands and generated $2M in direct revenue, exceeding target by 65%. Before that, I built Amazon's global payment risk function from scratch: 250 people, 21 countries, 4 million customer contacts a year. At Merck, I inherited a traditional support COE and chose to treat it as a transformation mandate. I stood up cross-functional GenAI initiatives — intelligent routing, self-service agents, AI-assisted agent tooling — and moved them from proof-of-concept to 10+ board-approved use cases with USD 3.5M in projected efficiency impact. The harder problem wasn't the technology; it was building the governance and trust architecture that made the organisation ready to act on what the AI surfaced. What I bring is a connected system: the operational rigour to run a USD 3B global function without losing quality; the commercial fluency to own a sales pipeline and P&L; and the AI fluency to identify where intelligent tooling changes the economics permanently. In a market where most leaders do one of these well, the ability to do all three is where the real leverage sits. If you're scaling a global CX or GTM function, leading a care or revenue transformation, or embedding AI into the operating model of a complex enterprise — I'd welcome that conversation.
• Leading a global COE of 260 FTE across NA, LATAM, EMEA, and APAC — owning 30+ customer-facing processes tied to USD $3.5 B in annual revenue. • Introduced governance and performance frameworks (SLAs, quality, WFM, escalation) across in-house and vendor sites, improving productivity and decision quality by 10%. • AI & Automation: Drove the organisation's Care digital transformation — championed cross-functional GenAI initiatives including intelligent routing, self-service agents, and AI-assisted agent tooling. Delivered 10+ board-approved use cases with USD 3.5M projected impact. • Navigated a highly matrixed, multi-market environment — aligning product, tech, and regional ops teams around a unified transformation agenda.
• Spearheaded the Monetization and Go-to-Market strategy for Amazon Live, enhancing brand engagement. • Evangelized the product to over 100 large brands, establishing a scalable business model. • Drove a revenue pipeline that generated $3 million in the product's second year in India.
• Built the commercial strategy and value proposition for Amazon Live, onboarding 100+ brands and generating $2M in direct revenue — exceeding targets by $0.8M. • AI & Data: Led GTM for an AI-powered advertising analytics product serving 800+ brands and agencies — embedding intelligent insights into advertiser decision-making and lifting ad revenue by 20% YoY. • Drove product adoption up ~2,400 bps YoY and ~1,400 bps QoQ by aligning sales, BD, data engineering, and tech around a unified GTM roadmap.
• Scaled a 24x7 global payment support and risk-ops team to 250 people, handling ~4M customer contacts/year across 21 country stores. • AI-Driven CX: Partnered with Product and CX to deploy proactive outreach and AI-assisted remediation programs — reducing repeat contacts by 25%, escalations by 30%, and resolution time by 20%. • Operated with high autonomy in an ambiguous, high-stakes environment — defining the operating model, quality standards, and escalation architecture from scratch.
As a Commissioned officer of the Indian Army, held multiple leadership appointments, to include leading teams in active combat and highly volatile counter terrorism environments.
As a team leader in a multinational and a multicultural environment, played a vital role carrying out peacekeeping and stabilization operations in the highly volatile North Kivu province in the Democratic Republic of Congo during the conflict. Collaborated with 10+ International Stakeholders with a budget of $20 million leading to successful execution of IDP Camp management project for half million Internally Displaced Persons (IDP). Ensured close coordination and 100% synergy with UN civil agencies and International NGOs to achieve mandated goals of United Nations. Carried out surrenders of armed militia including child soldiers.