Abhishek Jagad
Manager, Trust Operations
Summary
Experienced professional with a proven track record in managing operations and guiding teams towards success. Demonstrates expertise in strategic planning, team leadership, and operational efficiency. Recognized for creating a collaborative work environment and adapting to evolving needs. Skilled in resource management, conflict resolution, and consistently delivering measurable results.
Overview
13
13
years of professional experience
2
2
Certifications
Work History
Global Capability Center Manager - Trust Operations
Airbnb
03.2025 - Current
- Manage day-to-day operations for Fraud and Safety Investigations teams, leading 2 supervisors and supporting consistent quality and service level targets.
- Lead business reviews and All Hands meetings in collaboration with global stakeholders.
- Drive multiple projects, including the launch of the Fraudulent Listing Queue, Fake Review Queue, and manual verification processes for M13.
- Collaborate with Product Operations to plan and implement product roadmaps by providing operational insights and recommendations.
- Oversee communications with key internal and external stakeholders; participate in forums focused on tool, product, and agent performance improvements.
- Lead annual review exercises to revise and update operational policies for APUK.
- Define, implement, and monitor successful application of new operational procedures and protocols.
- Maintain oversight of versioning and proper archiving of internal documentation.
Supervisor - Trust Operations
Airbnb
11.2022 - 03.2025
- Led hiring, onboarding, and ongoing development for high-performing teams.
- Achieved all quality and service goals; managed daily operations.
- Partnered with Product, Engineering, and Knowledge Management to drive key projects and initiatives.
- Provided regular updates and performance insights to stakeholders.
- Designed and implemented incentive plans aligned with business objectives.
Implementation Manager
Mercatus (A State Street Company)
07.2021 - 11.2022
- Drove end-to-end customer onboarding and configuration for SaaS solutions.
- Led discovery sessions, managed project timelines, and ensured successful client go-lives.
- Directed a team of 10 Customer Success Associates.
- Established and executed organizational change management plans.
Manager, Service Delivery (eCommerce - Customer support & Travel - Trust & Safety)
Motif/TTEC
04.2019 - 07.2021
- Oversaw support operations for major online platforms; managed teams of up to 350 agents across multiple business lines.
- Launched and scaled new business lines, successfully establishing new client relationships.
- Achieved and exceeded service, revenue, and client satisfaction benchmarks.
Supervisor, Operations (eCommerce - Customer Support)
TTEC
04.2017 - 04.2019
- Managed and mentored team leaders, driving improvements in retention and performance.
- Designed and implemented new training and appraisal programs.
Team Leader, Operations (eCommerce - Customer Support)
TTEC
04.2015 - 03.2017
- Led transformation of underperforming teams, achieving multiple top team awards.
- Developed coaching programs and contributed to process innovation.
Quality Analyst
TTEC
08.2013 - 06.2015
- Conducted quality audits, analyzed program gaps, and contributed actionable process improvements.
Customer Care Representative (eCommerce - Customer Support)
TTEC
02.2012 - 07.2013
- Delivered excellent customer support, provided floor leadership, and assisted training initiatives.
Education
Diploma - Electrical Engineering
04.2001 -
Skills
Leadership and mentoring
Workforce performance optimization
Collaborative project engagement
Process optimization
Experienced in managing organizational change
Driving innovations
Accomplishments
- Quarterly top supervisor award, 04/01/24
- Star Performer Award, 12/01/22, Airbnb
- Champion the Mission Award, Airbnb
- Employee of the Year Award, TTEC
- Agent of the Year Award, TTEC
- TTEC Spirit of the Year Award Finalist, Top 5 in 50,000+ employees
- Top Team Leader Award, 11 months, TTEC
Certification
Lean Six Sigma Green Belth
Timeline
Global Capability Center Manager - Trust Operations - Airbnb
03.2025 - Current
Supervisor - Trust Operations - Airbnb
11.2022 - 03.2025
Implementation Manager - Mercatus (A State Street Company)
07.2021 - 11.2022
Manager, Service Delivery (eCommerce - Customer support & Travel - Trust & Safety) - Motif/TTEC
04.2019 - 07.2021
Supervisor, Operations (eCommerce - Customer Support) - TTEC
04.2017 - 04.2019
Team Leader, Operations (eCommerce - Customer Support) - TTEC
04.2015 - 03.2017
Quality Analyst - TTEC
08.2013 - 06.2015
Customer Care Representative (eCommerce - Customer Support) - TTEC
02.2012 - 07.2013
Sir Bhavsinhji Polytechnic Institute - Diploma, Electrical Engineering
04.2001 -