Abhishek Yadav

As a Senior Program Manager, my core responsibilities focus on enhancing system efficiency and advancing Zomato's logistics operations. Key projects include:
• Redesigning city structures by optimizing locality/zone segmentation to ensure cost per order (CPO) optimization and a balanced supply-demand distribution.
• Leading the launch & expansion of QUICK food delivery, transitioning to a polygon-based supply distribution model for rider placement and operational efficiency.
• Addressing rider churn through behavioral interventions, aiming to reduce churn from 14% to 9% without direct financial incentives.
• Collaborating with central strategy teams to enhance on-boarding, communication, and operational resilience during challenges like rainy conditions.

• Overseeing operations across 65 cities across North, South, West, and East regions, managing ~55% of total order volume while optimizing cost per order (CPO) and profitability.
• Enhanced rider app communication, improving notification engagement by 15% and reducing redundant notifications by 50%.
• Implemented AI-powered logistics chatbots, enabling real-time analytics and seamless data interaction through natural language.
• Led nationwide critical business days planning, driving year-on-year performance improvements and optimizing cost per order during peak business days.
• Streamlined city operations, reducing manual bandwidth utilization by 50% through new product introductions and strategic product modifications.

• Led strategic initiatives in the North region, driving a significant increase in Net Promoter Score
  (NPS) within four months through customer feedback analysis and targeted interventions.
• Identified key cost-saving opportunities, achieving a Rs. 2 per order reduction in logistics costs through process optimization and strategic planning.
• Spearheaded the rollout of the Gigs ecosystem across 22 cities, collaborating with state leaders
  and city teams to enhance operational efficiency and scalability.

• Led logistics and business growth for Noida and Ghaziabad, managing 30% of Delhi NCR’s
  order volume and ensuring seamless operations.
• Implemented strategies to minimize late-night order loss in Noida and Greater Noida, reducing
  it to less than 10%, improving customer satisfaction and revenue.
• Designed and executed targeted recruitment and churn reduction strategies, driving a 15%
  increase in the active fleet in Noida within a month.

• Launched and scaled Zomato operations across multiple cities in Punjab, Uttar Pradesh,
Himachal Pradesh, and Uttarakhand, ensuring seamless market entry and operational stability.
• Managed end-to-end city logistics in key Punjab cities, including Ludhiana, Patiala, and
Amritsar, optimizing delivery operations and enhancing service efficiency.

• Developed detailed status reports, documentation, and presentations to drive data-backed decision-making and operational improvements.
• Facilitated communication between frontline logistics teams and quality management, ensuring continuous feedback and process optimization.
• Established new quality processes to enhance service efficiency, chat support quality, and customer satisfaction (CSAT).