AUSTIN PRAKASH CHITTAYAGAM

Lead Sploot’s dog walking vertical across India — owning strategy, operations, sales, growth, and service quality — with full P&L accountability.

• Managed P&L at partner, hub, and city levels; improved CM1 margin from 0.59% to 30% through pricing, cost optimization, and supply-demand balancing.
• Built and scaled dog walking as a high-retention, high-fulfillment subscription service across Delhi NCR, Bangalore, Mumbai, and other Tier 1 cities.
• Developed and implemented SOPs, operating dashboards, and daily review rituals to drive consistency and performance across cities.
• Created a central partner database capturing historical, monthly, and lifetime performance metrics across the walker base.
• Launched a Rewards & Recognition (R&R) program to celebrate top-performing partners, identify SMEs to mentor new joiners, reduce churn, and increase retention.
• Created the end-to-end onboarding playbook for operations — from lead screening to activating live walker partners on the platform.
• Standardized and filtered performance metrics for weekly reviews with partner-level and customer-level insights to improve accountability.
• Oversaw walker acquisition and expansion via local partnerships, apartment groups, and recruitment platforms.
• Worked with product and tech to streamline shift allocation, app workflows, and backend efficiency.
• Served as a central collaborator across support, marketing, and design teams to drive vertical OKRs and service innovation.

• Oversee all aspects of installation and maintenance operations across 620 vending machine outlets nationwide.
• Lead a team of 2 maintenance engineers and 15 technicians, ensuring efficient deployment and maintenance of vending machines.
• Conduct site visits to select suitable locations at client spaces, ensuring installation criteria (network, space, plug points) are met.
• Coordinate with multiple vendors to source necessary parts and materials for assembly and maintenance activities.
• Ensure the assembly and installation processes of vending machines adhere to quality standards and project timelines.
• Direct maintenance activities to ensure optimal functioning of vending machines, including troubleshooting, repairs, and preventive maintenance.
• Manage inventory and resources related to assembly, installation, and maintenance operations to support efficient operations and minimize downtime.
• Organize and execute regular maintenance drives and software updates to maintain operational efficiency across all machines.
• Develop and implement quality checklists for assembled vending machines to uphold quality standards and client expectations.
• Plan and coordinate transportation logistics for installation activities to ensure timely deployment and client satisfaction.
• Ensure machines are installed and activated efficiently to achieve high levels of client satisfaction.

Launched Sploot's dog walking service across Hyderabad, Chennai, and Kochi focusing on supply readiness and partner scalability.

• Created lead screening dashboard to aggregate partner leads and streamline onboarding process.
• Developed walker-level CRM for tracking partner history, reliability, issue rates, and performance metrics.
• Established quality tiers and SOP adherence classifications to enhance partner allocation and service quality.
• Collaborated with hiring platforms including WorkIndia, JobsHai, Timbuckdo, and OLX to address city-level supply needs.
• Drew hub classifications for Hyderabad, Chennai, and Kochi to optimize walker distribution in high-density zones.
• Initiated offline customer marketing for underutilized partners, facilitating earnings through promotions and referrals.
• Standardized operations reviews and performance monitoring across cities to maintain consistency in walker quality.

Launched and scaled Sploot’s dog walking operations in Bengaluru, establishing it as a performance benchmark.

• Achieved over 95% fulfillment rates within three months through effective supply-demand matching.
• Built first city-level partner ecosystem and operations team to enhance walker availability and reliability.
• Diagnosed tech-matching issues, collaborating with product team to improve acceptance rates.
• Designed localized hiring SOPs and initiated training programs to onboard and upskill walker partners.
• Created city-level pricing models, base pay structures, and tailored incentive systems for Bangalore.
• Converted Meta ad leads into customers through effective communication and sales strategies.
• Activated RWAs and gated communities for direct user acquisition and trust-building.

• Manage and train a team of 10 maintenance technicians, ensuring they are equipped with the skills and knowledge to maintain Azgo's vending machines.
• Responsible for HR activities of the maintenance team.
• Plan daily routes for technicians, prioritizing machines in need of maintenance.
• Ensure all reported issues are addressed and resolved within the same day, optimizing Turnaround Time (TAT) to minimize downtime.
• Oversee the smooth operation of all vending machines, implementing strategies to enhance efficiency and reduce downtime.
• Serve as the primary contact for larger clients, ensuring prompt resolution of all issues within one day to maintain client satisfaction and retention.
• Responsible for the entire maintenance inventory, ensuring adequate stock levels and efficient utilization.

• Developed and executed strategic partnerships to enhance revenue streams.
• Collaborated with marketing, sales, and product teams to create innovative partnership strategies aligned with business goals.
• Led negotiations for partnership agreements, ensuring terms favored Azgo's strategic objectives.
• Managed end-to-end brand operations on vending kiosks, ensuring daily product placements were accurate.
• Provided regular sales reports and performance analysis to optimize growth strategies.
• Developed and implemented strategies to increase partnership opportunities and expand brand network.

• Developed and maintained strong relationships with over 200 clients, ensuring their needs were met and expectations exceeded.
• Acted as the main point of contact for client inquiries, issues, and feedback related to vending machine services.
• Collaborated with internal teams to deliver customized solutions and services tailored to client requirements.
• Conducted regular client meetings and presentations to review performance, discuss strategies, and identify growth opportunities.
• Managed client contracts, ensuring compliance and facilitating renewals and upsell opportunities.
• Provided training and support to clients on the use of vending machines and related services.
• Managed the invoicing process for all clients, ensuring accuracy and timely billing resolution.

• Front Line Retail, Responsible for generating 1.2 Cr revenue annually.
• Data Driven Sales.
• B2B Partner Acquisitions.
• Customer Relationship Management.

• Inspection and testing of assembly parts to ensure quality specifications are met.
• Trained in Production Part Approval Process (PPAP), Root cause Analysis (RCA) and Failure Mode and Effects Analysis (FMEA).
• Developing Corrective Actions and Improvements.