Mehul Patel
Hyderabad
Summary
Program Manager with 7+ years of experience leading large-scale, cross-functional initiatives in fast-paced tech environments. Experienced in owning end-to-end delivery, scaling teams and workflows. Known for translating complex problems into structured programs with measurable outcomes. Strong background in data-driven decision-making, stakeholder management, and operational excellence.
Overview
7
7
years of professional experience
Work History
Program manager
Uber India Systems Private Limited
07.2023 - Current
- Built and scaled two operational teams from the ground up, hiring, onboarding, and leading 35+ team members, while establishing workflows, quality standards, and performance mechanisms to support high-volume, time-critical programs.
- Owned end-to-end program execution for production issue management, supporting 1,000+ bug reports and 100+ outages, improving SLA adherence by 13% and reducing average resolution time by 34% through structured triage and prioritization.
- Partnered closely with engineering teams to drive technical issue resolution, translating complex system problems into actionable execution plans and coordinating fixes across cross-functional stakeholders.
- Led stakeholder management across operations, design, engineering, and product teams, ensuring alignment on priorities, managing risks and dependencies, and driving timely program delivery in a fast-paced environment.
- Identified and implemented process improvements across issue triage and validation workflows, resulting in a 38% increase in overall efficiency and a 29% improvement in bug validity.
Team Lead
Uber India Systems Private Limited
06.2021 - 06.2023
- Built and led a new operations team of 50+ senior investigators within two months, owning hiring, onboarding, performance management, and day-to-day execution to meet quality, productivity, and customer experience targets.
- Owned operational delivery across quality, efficiency, and customer satisfaction metrics, driving a 27% improvement in efficiency and a 19% increase in quality through policy reviews, workflow redesign, and coaching interventions.
- Handled complex people-management scenarios, including performance improvement plans and behavioral escalations, providing structured coaching, clear expectations, and decisive actions to maintain team standards and morale.
- Partnered with leadership on headcount and capacity planning, aligning team growth with demand forecasts and operational priorities while maintaining cost and performance discipline.
Insights analyst
Uber India Systems Private Limited
12.2019 - 05.2021
- Delivered data-driven insights and trend analysis to Trust & Safety and regional leadership teams, contributing to a ~30% reduction in safety incidents across India, Sri Lanka, and Bangladesh.
- Conducted deep-dive RCAs on complex safety incidents, translating findings into actionable recommendations that informed policy changes and operational interventions.
- Built and maintained dashboards and reporting mechanisms to track incident trends, operational performance, and improvement outcomes, enabling data-backed decision-making.
Safety Specialist
Uber India Systems Private Limited
01.2019 - 11.2019
- Escalated Safety Issue Management: Monitored and assisted in escalated safety issues in India, Sri Lanka and Bangladesh, achieving a 97% CSAT while maintaining a 30-second SLA.
- Knowledge Base Creation: Collaborated with the governance team to create a knowledge base for the SOS team.
Education
Bachelors of commerce - Honors
St. Joseph's Degree and PG College
Skills
Program & Operations Management
Program Management
Strategic Planning
Stakeholder Management
Operational Excellence
Risk Management
Resource management
Process Automation & Optimization
Prioritization & Trade-off Analysis
Data & Analytical Skills
AI literate and fluent
SQL
QL
Data Analysis & Visualization
Insight Generation
Root Cause Analysis
Leadership
People Management
Performance Management
Customer Experience
Cross-functional Collaboration
Effective communication
Tools & Platforms
Jira
Looker Studio
Asana
Google Suite
Skills
Program & Operations Management
- Program Management
- Strategic Planning
- Stakeholder Management
- Operational Excellence
- Risk Management
- Resource management
- Process Automation & Optimization
- Prioritization & Trade-off Analysis
Data & Analytical Skills
- AI literate and fluent
- SQL
- JQL
- Data Analysis & Visualization
- Insight Generation
- Root Cause Analysis
Leadership
- People Management
- Performance Management
- Customer Experience
- Cross-functional Collaboration
- Effective communication
Tools & Platforms
- Jira
- Looker Studio
- Asana
- Google Suite
Awards
- 10+ Golden tickets (Employee of the month)
- 5+ CST extra award (#GOGetit)
- C.A.S.T Champion
- Hackathon winner
Projects
BugMaster
- Problem: Bug triaging was inconsistent and slow, with only ~34% of issues triaged within 1 hour, leading to delays in engineering response and unclear ownership across GSS, GFX, and Engineering.
- Action: Designed and deployed “BugMaster,” an automated prioritization and routing system leveraging triage signals and integrated it with existing triage infrastructure to enable real-time decisioning and direct assignment.
- Impact: Achieved 100% SLA adherence and 100 % priority alignment with Engineering, reduced triage time to near real-time, and drove adoption across 85% of bugs handled by team, establishing a standardized triage system across cross-functional teams.
Strategic Product Onboarding (SPO)
- Problem: Product onboarding lacked global standardization, resulting in fragmented execution, limited visibility, and heavy dependency on manual coordination during a period of zero dedicated resources.
- Action: Built and scaled a global centralized onboarding program, introducing governance frameworks, tracking systems (Jira boards/dashboards), and reusable assets (training modules, reporting models, PRD analysis tools) to enable structured and repeatable execution.
- Impact:
Onboarded 25+ products and supported 8+ product hypercare launches improving onboarding predictability and reducing execution dependency on ad-hoc coordination; increased cross-functional visibility through standardized tracking, enabling more reliable delivery across GFX, GDX, and CommOps teams.
Project Almanac
- Problem: LOB launch planning in the APAC marketplace was inefficient, with unclear workflows and prioritization gaps causing prolonged planning cycles and delayed launches.
- Action: Redesigned the launch program by defining clear workflows, prioritization frameworks, and milestone-driven timelines, aligning cross-functional teams on execution sequencing and ownership.
- Impact: Reduced planning time by 34%, enabled successful launch of 10+ LOBs, and achieved 97% stakeholder satisfaction, significantly improving launch predictability and operational efficiency across the region.
Timeline
Program manager
Uber India Systems Private Limited
07.2023 - Current
Team Lead
Uber India Systems Private Limited
06.2021 - 06.2023
Insights analyst
Uber India Systems Private Limited
12.2019 - 05.2021
Safety Specialist
Uber India Systems Private Limited
01.2019 - 11.2019
Bachelors of commerce - Honors
St. Joseph's Degree and PG College