Nikita Budhraj
Gurugram
Summary
Operations and program management leader with 10+ years of experience scaling high-volume, multi-city operations across logistics, customer experience, and platform operations. Proven track record in building scalable operating models, improving fulfillment reliability, driving SLA and CSAT improvements, and partnering with cross-functional teams to deliver execution excellence in fast-growing, ambiguous environments. Strong background in marketplace and platform-led businesses.
Overview
10
10
years of professional experience
Work History
Partner Operations Manager
TikTok (Bytedance India Pvt. Ltd)
Gurugram
10.2022 - Current
- Own large-scale operations programs across India and Southeast Asia, managing delivery execution through external partners and internal stakeholders.
- Designed and scaled standardized operating processes, SOPs, and review mechanisms to enhance execution rigor and ensure operational consistency.
- Led cross-functional initiatives with product, engineering, training, and ops teams to convert business requirements into actionable workflows.
- Drove performance improvements across quality, productivity, and SLA adherence through data-led interventions and structured reviews.
- Built dashboards and operating metrics to track throughput, efficiency, and operational risks, enabling proactive issue detection and timely recovery.
- Supported onboarding, enablement, and performance management of partner teams as programs scaled.
Assistant Program Manager (Customer Delight)
Eternal (Zomato India Pvt. Ltd)
Gurugram
04.2021 - 10.2022
- Led category-level customer operations across multiple cities, owning fulfillment quality, refunds, and customer experience outcomes.
- Managed vendor and partner performance through structured scorecards, enhancing SLA adherence and customer satisfaction.
- Used customer feedback and operational data to identify systemic issues, increasing 5-star ratings from 30% to 70% and reducing 1-star ratings from 21% to 9%.
- Designed queue-agnostic support models for 9 regional languages, increasing capacity utilization and ensuring service reliability.
- Executed real-time operational interventions during spikes to mitigate bottlenecks in order fulfillment, refunds, and escalations.
Business Analyst (Online Ordering Logistics)
Eternal (Zomato India Pvt. Ltd)
Gurugram
11.2018 - 04.2021
- Built RCA and monitoring frameworks to address supply–demand imbalances in PAN-India logistics operations, enhancing operational responsiveness.
- Designed city-level shutdown and throttling logic to improve delivery partner utilization and stabilize fulfillment during demand surges.
- Developed daily and regional RCA tools that became standard inputs for leadership reviews and operational decision-making.
- Created and scaled learning and enablement program for Online Ordering Ops across 500+ cities, fostering better metric understanding and consistent execution.
Business Analyst
DXC Technology
Noida
10.2015 - 11.2018
- Designed analytical reports and dashboards that identified operational anomalies and risk patterns, enhancing decision-making for enterprise clients.
- Analyzed data to drive service quality improvements and enhance customer experience through targeted interventions.
- Collaborated with business teams to translate insights into actionable process improvements and performance enhancements.
Education
MBA - Marketing Management
NMIMS
Mumbai11-2021
Master of Computer Applications -
Punjab University
Chandigarh06-2015
Bachelors of Computer Applications -
DAV College
Chandigarh05-2012
Skills
- Program & Project management
- Stakeholder Management
- Operations Program Management
- Supply Chain & Fulfillment Operations
- Partner Onboarding & Performance Management
- Process Design & SOP Development
- Service Delivery
- CSAT & NPS Management
- Root Cause Analysis (RCA)
- Cost Optimization & Productivity Improvement
- Cross-Functional Stakeholder Management
Team Leadership & Scaling - Operational Metrics & Dashboarding
Accomplishments
Bytestyle Semi Annual Hall Of Fame Award 2023 for IN R2 Quality Improvement
Bytedance (TikTok) India Pvt Ltd.
Bytedance (TikTok) India Pvt Ltd.
Timeline
Partner Operations Manager
TikTok (Bytedance India Pvt. Ltd)
10.2022 - Current
Assistant Program Manager (Customer Delight)
Eternal (Zomato India Pvt. Ltd)
04.2021 - 10.2022
Business Analyst (Online Ordering Logistics)
Eternal (Zomato India Pvt. Ltd)
11.2018 - 04.2021
Business Analyst
DXC Technology
10.2015 - 11.2018
MBA - Marketing Management
NMIMS
Master of Computer Applications -
Punjab University
Bachelors of Computer Applications -
DAV College