Gaurav Tyagi
National Capital Region (NCR)
Summary
Accomplished business transformation professional with keen interest and experience in supply chain and operations with deep expertise in e-commerce operations, fulfilment efficiency, and logistics management across large-scale supply chains. Proven track record in designing processes for effective business management and achieving significant efficiency and cost improvement.Adept at strategic thinking, cross-functional leadership, data-backed decision making with a strong appetite for problem solving.
Overview
14
14
years of professional experience
Work History
Independent Consultant
Self Employed
03.2025 - Current
- Advised an online gaming platform on player experience and revenue growth, increased average ticket size by 35% via pricing and player-pool optimization, and reduced support tickets by 20% by revamping in-game tutorials, reward mechanisms and game features
- Advised a home appliances repair services partner on seasonal manpower planning, designed a bulk hire-and-train model to effectively meet peak demand, improving retention and profitability
- Set up end-to-end operations for an independent mobile phone refurbishment business, covering model selection, retailer channel strategy, sourcing, hiring, and go-to-market
AVP, Supply Chain & Operations
Zopper
03.2024 - 02.2025
- Drove overall performance across nationwide service fulfilment network spanning 40+ cities and 200+ external vendors, implementing SLA frameworks and real-time tracking mechanisms to improve order completion rates and reduce cancellations
- Designed end-to-end operations processes including vendor alignment, order tracking, performance management and customer feedback
- Established demand planning frameworks with forecasted order volumes to improve performance during peak demand periods, reducing order cancellations by 18% and improving CSAT by 25%
- Analysed complex claims data for high cost contribution, achieving a 23% cost reduction by addressing underlying cost contributors and driving vendor performance improvements
Customer Success & Operations Lead
BizOnGo
12.2022 - 02.2024
- Spearheaded strategic operational programs for 200+ enterprise B2B clients, delivering 90+ CSAT scores through process redesign and cross-functional coordination
- Established onboarding scopes and execution timelines, reducing manual intervention by 30% through process automation and standardisation
- Identified supply and service gaps, and implemented data-driven enhancements that reduced escalations by 18%
Assistant General Manager, Operations
Pristyn Care
06.2022 - 11.2022
- Spearheaded operations and strategic planning for the surgery vertical across 15 categories spanning 5 metro cities and 100+ partner hospitals, driving cross-functional alignment
- Accelerated patient discharge turnaround time (TAT) by ~20% by diagnosing process gaps, standardizing SOPs and enforcing a streamlined discharge protocol
- Automated OT (Operation Theatre) scheduling, improving productivity by ~15% by addressing bottlenecks and proactively planning equipment availability
Head, Refurbishment Operations
Cashify
04.2018 - 05.2022
- Led a team of 200+ across 2 zones, including 9 direct reportees in leadership roles, driving performance management, coaching and accountability across the operations function
- Scaled mobile device refurbishment capability by 4x improving operational efficiency, process optimisation and automation, supporting the platform's rapid volume growth
- Streamlined order-to-dispatch workflows across 2 zones, reducing processing timelines by 20% through automation and operational discipline, improving same-day fulfilment
- Established quality standard protocols for inventory, reducing defective inward rates by 40% and improving downstream operations reliability
- Managed supply-demand match reviews and shortage resolution for critical SKUs, coordinating with suppliers and logistics to ensure continuity of supply
Manager, Supply Chain
Tata Steel
04.2017 - 03.2018
- Managed sourcing of raw materials based on monthly forecasting for 180+ SKUs
- Optimised landed cost and developed alternate sourcing channels for critical consumables
Deputy Manager, Procurement
ACC Limited
06.2012 - 06.2014
- Oversaw procurement processes for services and electrical equipment categories
- Introduced vendor development program and standard rates to manage critical vendors
Education
MBA - International Business
Indian Institute of Foreign Trade
01-2017
Bachelor of Engineering - Electrical Engineering
Thapar University
01-2012
Skills
- Process Optimization
- Cost Optimization
- Supply Chain Design
- Sourcing & Procurement
- Demand Forecasting
- Inventory Management
- Vendor Management
- Logistics & Fulfilment Management
- SLA Governance
- Cross Functional Team Leadership
- Data Backed Decision Making
- E-commerce Operations
Timeline
Independent Consultant
Self Employed
03.2025 - Current
AVP, Supply Chain & Operations
Zopper
03.2024 - 02.2025
Customer Success & Operations Lead
BizOnGo
12.2022 - 02.2024
Assistant General Manager, Operations
Pristyn Care
06.2022 - 11.2022
Head, Refurbishment Operations
Cashify
04.2018 - 05.2022
Manager, Supply Chain
Tata Steel
04.2017 - 03.2018
Deputy Manager, Procurement
ACC Limited
06.2012 - 06.2014
MBA - International Business
Indian Institute of Foreign Trade
Bachelor of Engineering - Electrical Engineering
Thapar University