NILAY SULE

I partner with founder-led and PE-backed D2C, fintech and digital-first businesses to redesign Customer Experience and Revenue Operations using AI-enabled operating models.

Key Transformations Delivered
• Designed AI-led CX strategy frameworks aligning automation, retention and repeat revenue for D2C and digital brands
• Built scalable CX operating models — SOP architecture, quality governance, NPS systems and performance dashboards
• Enabled CRM and workflow redesign improving resolution speed and reducing cost-to-serve
• Structured intelligent collections and recovery prioritization engines improving cash flow visibility (fintech & credit-led models)
• Implemented chatbot and self-serve journeys reducing contact dependency while protecting brand trust
• Designed customer profiling frameworks (order history, spend, refunds, contact behaviour) enabling contextual automation
• Created CX playbooks

• Part of the founding team of an early-stage startup, leading Customer Experience (CX), Operations, and Cost Management functions.
• Developed and implemented the company's operational strategy to streamline business functions and drive growth.
• Researched, evaluated, and integrated CRM and sales tools to optimize lead management and conversion.
• Led customer acquisition initiatives across social media platforms, focusing on Reddit, Facebook (including niche groups), and Instagram.
• Collaborated on the creation of investor presentations and pitch decks to support fundraising efforts.
• Built comprehensive financial and cost models to guide budgeting, forecasting, and strategic planning.

• Build & managed a team of 1 Manager, 2 AM, 250 FTE across collections and support team.
• Directed Collections' Management across delinquency periods and Support Operations (Email, Inbound, Chat, & Social Media) & Spearheaded Service Level Agreements (SLAs) metrics.
• Developed a structured onboarding framework for 25+ merchants across Pan India, enabling them to scale to $15K MRR in five months.
• Implemented innovative solutions to streamline processes and improve operational efficiency (Improved collection opportunity by 3x).
• Defined OKRs for Collection & CX; Teamed up with CXOs for building Annual Operating Plan (AOP).
• Collaborated with Program Manager & Data Science team to build ML driven Collection model to reduce DPD90 delinquency and improve Same Day collection by 13%.
• Crafted a cluster fraud detection framework, reducing losses, strengthening compliance, and improving collection efficiency through data analytics and machine learning.

• Boosted operational efficiency by (15%) by defining OKRs and collaborating on Annual Operating Plan with founders.
• Redesigned processes and resolved concerns and complaints, optimizing teacher and student operations and increasing renewal rates from 12% to 23%.
• Spearheaded pre-sales efforts for digital and outbound leads through outsourcing, optimizing customer acquisition costs with conversion-led payout models.
• Played a key role in collaborating with the Finance team to streamline payment and loan processes (including PayPal), successfully reducing loan/payment processing time from 7 days to 3 days.
• Redesigned the demo class content structure in collaboration with Content team to enhance conversions from 12% to 25%, driving increased subscriptions.
• Collaborated with CTO to finalize CRM tool for Operations.

• Managed and developed a team of 10 Managers & 850 employees, demonstrating strong leadership skills.
• Worked with senior management on strategy and execution planning focusing on Customer experience, Budgeting and Annual Operating Plan and Established performance metrics to monitor progress towards organizational goals.
• Led the outsourcing partner project from business case development to partner identification, compliance assessment, and operational fit evaluation. Managed end-to-end operations, collaborating with 17 partners across Pan India and overseeing a total workforce of 1,100 FTE.
• Defined OKRs for Customer support and Partner Experience focusing on Operational Efficiency & Cost reduction.
• Spearheaded Support Operations, Social Media, Escalation Desk, Live Operations & Fulfilment.
• Devised resource management plan & developed and executed hiring strategies.
• Set up operations for Supr Daily from the ground up, including office identification, hiring, addressing customer concerns related to logistics, and collaborating with the product team to develop effective solutions.
• Led the Instant Gratification project to tackle high refund rates, successfully reducing gratification costs by 33%, from INR 3CR to INR 2CR per month.

• Managed the entire customer lifecycle, from acquisition and service execution to payment collection.
• Played a key role in driving growth from 16 orders per day to 6,000 orders per day within six months through strategic initiatives (Events/Promotions) and successful category launches.
• Led PAN India business operations encompassing lead conversion, fulfilment and order management.
• Increased customer satisfaction by {15%} by improving order fulfilment efficiency and enhancing service protocols.
• Resolved customer complaints in a timely manner emphasizing positive relationships and customer retention.
• Established field operations (Thane) ensuring efficiency of the field executives.

• Managed 18 clients, generating a monthly revenue of INR 1CR through effective SLA and incentive achievement.
• Managed clients across diverse domains, including Airlines/Travel, Insurance, Appliances, Healthcare, Finance & Investment and Government CGD, among others.
• Strengthened client relationships by overseeing and enhancing their SLAs.
• Mentored and trained new employees on company policies and procedures.
• Led daily operations, ensuring business SLA compliance, scheduling, and budgeting, while initiating client reviews to facilitate proactive information sharing.
• Analyzed and resolved quality and customer service issues, recommending system improvements.

• Enhanced operational efficiency by {15%} by ensuring team adherence to company policies daily.
• Worked closely with clients to identify and address customer issues and challenges following new product launches across NAM, APAC and EMEA.
• Supported Symantec in reducing lead times from design-to-market.
• Instituted update dissemination process to improve FCR by 28% and Customer experience scores by 19%.
• Facilitated weekly meetings with department heads & Clients across multiple regions.