Summary
Overview
Work History
Skills
Education
Projects
Timeline
Hi, I’m

Aniket Dhagat

Manager - Trust & Safety
HYDERABAD
Aniket Dhagat

Summary

Influential People Manager || Project Manager || Thought Leader

Detail-oriented operations and project manager with 10+ years of diversified experience in management, tactical business leadership and product & technical solutions. Offers expertise in project management, establishing & spanning new teams and change management, achieving optimal results with competent planning, handling enterprise & white glove clients and cultivate productive working relationships with employees and partners. Currently, managing a diverse team in risk & fraud domain.

Overview

11
years of professional experience
2
Languages

Work History

Indeed.com
Hyderabad

Manager
09.2021 - Current

Job overview

  • Manage all aspects of a APAC team tasked with analyzing search quality for
  • Indeed’s job search index
  • Collaborate with senior leadership, HR, and finance for headcount planning, recruiting, hiring, and managing a team of up to 10 analysts and 2 Team Leads
  • Coach new team leads, and individual contributors to help them navigate challenges unique to Trust & Safety operations
  • Analyze productivity, operational efficiency, performance metrics, and internal auditing to assess the shifting nature of the business and dynamics of the team
  • Field high-touch client escalations from outside teams and oversee the deep-dive analyses and propose resolutions on accelerated timelines.

Indeed.com
Hyderabad

Team Lead
12.2019 - 09.2021

Job overview

  • Search Quality & Risk Operations (APAC), Hired to grow Search Quality presence and lead projects in APAC region
  • Lead the tier-2 level team in APAC responsible for Search Quality and Trust & Safety related queries
  • The primary goal of the team is to enhance the platform integrity, search quality and job-seeker safety through due- diligence
  • Spearhead various APAC level projects to improve job quality content across markets
  • Head up the development of global operations metrics and global strategy covering both quality & risk control, through analyzing and monitoring internal datasets and dashboards
  • Collaborate with Product to customize features for IN market, with
  • Engineering to automate through data, with Vendors to improve operational efficiency, and with Sales and client support to provide most confident search platform
  • Setup an offshoring team in India to support various English markets across the globe.

Enterprise Technical Services
Bangalore

Senior Analyst
10.2018 - 12.2019

Job overview

  • Built, developed and lead a multicultural team of technical analysts based in
  • India & Ireland
  • Drove operational and business goals including productivity, OKRs, quality metrics and TTRs/SLAs
  • Streamlined the implementation, onboarding & escalation process for global clients to ensure the best experience for them and internal stakeholders; increased the CSAT level by 30%
  • Initiated formal/informal coaching to the team members regarding project management best practices, appropriate delivery of project outcomes and guide them through the execution of projects that have high impact on the business
  • Engage in critical and emotional client conversations involving technicalities
  • Analyze existing data to identify patterns, trends and gaps for subsequent model designing, product development and process improvement.

Bengaluru

Enterprise Technical Consultant
05.2017 - 10.2018

Job overview

  • Established the pilot program to provide white glove support for Job
  • Wrapping clients across APAC & EMEA regions
  • Handled Tier 2 and Tier 3 escalations for Job Wrapping clients
  • Set up complete Job Wrapping back-end system for all the new clients in
  • APAC & EMEA regions
  • Single point of contact for Job Wrapping in APAC and EMEA
  • Spearheaded the team from scratch by hiring, training, coaching, mentoring all the new hires

Bengaluru

Technical Escalation Specialist
04.2016 - 04.2017

Job overview

  • Used advanced technical expertise to resolve complex product issues
  • Provided L2 support to LinkedIn’s Enterprise Solution customers
  • Communicated and worked effectively with customers and internal stakeholders with varying levels of technical expertise, perspectives, backgrounds, and/or styles
  • Developed and implemented new bug routing processes and guidelines as needed to stay on top of organization’s needs
  • Liaised with Project Management team to identify customer requirements and dispatch tasks within the team

LinkedIn
Bangalore

Enterprise Services Specialist II
02.2015 - 03.2016

Job overview

  • Worked within a queue support model with specific daily targets on the number of customer contacts completed
  • Analyzed and understood the client, their business and answered all product inquiries and questions
  • Identified opportunities for proactive discussions with users and provided recommendations
  • Delivered group and individual informational training sessions about LI products, industry benchmarks and best practice

LinkedIn
Bengaluru

Mobile Applications Support
04.2013 - 02.2015

Job overview

  • Troubleshoot, identify, document and escalate Product Bugs and
  • Enhancements for the different LinkedIn apps
  • Researched the LinkedIn mobile application on different platforms (iOS,
  • Android, BlackBerry), devices and browsers
  • Effectively identified problems and issues by performing relevant research using appropriate tools

West Unified Communications Services
Bengaluru

Senior Client Services Specialist
09.2011 - 03.2013

Job overview

Skills

  • Project Management
  • Leadership
  • Analytical Skills
  • Risk Management
  • Data Analysis
  • Resource Optimization
  • Process Implementation
  • Stakeholder Management
  • Strategic Planning
  • SQL
  • Customer Experience
  • Technical Support
  • Tableau
  • MS Office

Education

Zinc Smelter Senior Secondary School
Visakhapatnam, India

High School Diploma

University Overview

Projects

Projects

Job Content Growth - India (11/2021 - Present)

  • Increased the job content by 11% by introducing Employer Verification during the funnel
  • Launched Whatsapp Notifications for legitimate employers

Offshore Team Setup (11/2020 - 06/2021)

  • Completed various market analysis and evaluations on volume, complexity and bandwidth
  • Setup a new team of 5 in India to offshore the risk & fraud support for various EN markets

GlassDoor Integration with Indeed (10/2020 - 04/2021)

  • Established global risk & fraud support system for GlassDoor clients during integration of Glassdoor & Indeed
  • Streamlining implementation and on-boarding for our global clients (12/2018 - 05/2019)

Timeline

Manager
Indeed.com
09.2021 - Current
Team Lead
Indeed.com
12.2019 - 09.2021
Senior Analyst
Enterprise Technical Services
10.2018 - 12.2019
Enterprise Technical Consultant
05.2017 - 10.2018
Technical Escalation Specialist
04.2016 - 04.2017
Enterprise Services Specialist II
LinkedIn
02.2015 - 03.2016
Mobile Applications Support
LinkedIn
04.2013 - 02.2015
Senior Client Services Specialist
West Unified Communications Services
09.2011 - 03.2013
Zinc Smelter Senior Secondary School
High School Diploma

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Aniket DhagatManager - Trust & Safety