Manish Srinivasan

• Leading Fulfillment Product Operations for multiple verticals, including On-demand services, Marketplace, and Grocery, overseeing end-to-end operations to ensure seamless service delivery
• Drive the development, launch, integration, and implementation of the fulfillment module and ticketing module for escalation management
• Successfully onboard and integrate third-party logistics service partners, establishing strong relationships and optimizing logistics operations
• Build comprehensive metric management systems, establishing clear traceability and accountability for all stakeholders, ensuring performance targets are met and exceeded

• Led end-to-end Supply Operations for East, West, South India, overseeing all aspects of the supply chain to ensure efficient and timely order fulfillment
• Strategized and implemented plans to maximize fulfillment capacity, improve service quality, and drive process reengineering at scale
• Fostered collaboration across functions, working closely with HR, Training, Infrastructure,
• Identified process bottlenecks and drove continuous improvements through the PDCA (Plan, Do, Check, Act) cycle and Lean Six Sigma methodologies (DMAIC, 5S), resulting in increased efficiency, cost savings, and enhanced customer satisfaction

2015-2019 (Supply Operations)

• Led Last Mile and First Mile operations (South) to ensure efficient and reliable delivery services
• Strategized, and executed performance initiatives focused on enhancing customer experience, speed, reliability, compliance, and cost-effectiveness
• Cultivated a culture centered around a 'Customer First' approach
• Led and supervised zonal support teams responsible for fleet management, service management, customer experience, quality assurance, and alternate channels
• Strategized process innovations and financial budgeting through the Design (Ideate, Develop, Implement) approach to improve overall efficiency and cost-effectiveness
• Managed vendor relationships with fleet providers, alternate channel partners, and unions, ensuring effective collaboration and performance management.

2013-2015 (Customer Operations)

• Led level 2 support teams in customer service, overseeing and coordinating activities to provide timely and effective customer assistance.
• Managed key projects aimed at improving customer experience, utilizing project management methodologies to ensure successful implementation and achieve desired outcomes.

• Established the customer service team for the Ecommerce business, playing a pivotal role in its successful launch.
• Developed and implemented efficient workflows and processes to optimize response times, enhance customer satisfaction, and meet or exceed performance targets.

• Incepted and led the customer services team for the movie rentals and Ecommerce businesses
• Held accountability for driving and ensuring compliance with all Service Level Agreements (SLAs) in inbound, outbound, and email processes, maintaining high standards of customer service
• Implemented and oversaw the Quality & Training functions for the Mumbai team, ensuring adherence to best practices

• Analyzed fatal, medium, and low impact defects in call quality, ensuring thorough evaluation and identification of areas for improvement
• Conducted comprehensive audits and evaluations of call interactions, assessing adherence to quality standards, accuracy, and customer-centric approach