Rahul Urs
Senior Operations Manager
Bengaluru
Summary
Results-driven Operations Manager with a strong history of enhancing team performance, improving customer relationships, and increasing business profitability. Recognized for creating efficient workflows, addressing complex issues, and consistently delivering impactful outcomes. Skilled in product management, ready to assume versatile roles in business operations and the product domain to provide valuable expertise for organizational growth and success.
Overview
4
4
years of professional experience
3
3
Certifications
Work History
Senior Operations Manager
Dunzo Digital Private Limited
Bengaluru
01.2023 - Current
- Managed end-to-end product operations, overseeing processes from ideation to delivery, and ensuring adherence to product roadmaps and timelines
- Collaborated closely with product managers to translate product visions into actionable plans, managing the operational aspects of product development.
- I orchestrated a highly successful product launch, resulting in a significant 5% reduction in platform contact rates, showcasing my profound influence on product performance and customer satisfaction.
- Lead cross-functional teams to drive operational excellence and deliver exceptional customer experiences.
- Adept at establishing robust processes and driving positive change within outsourcing teams, resulting in improved efficiency and streamlined operations.
Operations Manager
Dunzo Digital Private Limited
Bengaluru
01.2022 - 11.2022
- I have led the partner support vertical, which includes support experience, communication, and engagement, with a team of 110 team members
- Implemented key work streams that enhanced turnaround times
- Developed strategies for reducing partner contact rates by collaborating across functions
- Mentored and trained high-performing team managers through regular performance reviews, one-on-one feedback, and professional coaching
- Represent the team for business review meetings to discuss critical issues, goals and objectives
- Hired and evaluated associates and team members to add to workforce and meet demands.
Team Manager
Dunzo Digital Private Limited
Bengaluru
04.2020 - 12.2021
- Developed a SOPs for scenarios requiring support assistance under the supervision of LET (Learning and Experience Team)
- Reportees were provided with one-on-one feedback every week on their progress, engagement, and professional development
- Actively involved in day-to-day management of core operations
- Consistently met the monthly targets for response times and reopens through process improvements.
Subject Matter Expert
Dunzo Digital Private Limited
Bengaluru
09.2019 - 04.2020
- Interact with team members through huddles so that expectations are set and updates are shared on process/organizational fronts
- Prepare and release a monthly roster for the team members based on the business needs and manage headcount to prevent shrinkage
- Formulate monthly and quarterly scorecards for team members with rankings.
Education
Bachelor of Engineering -
AMC Engineering College
Pre University
St Joseph's Composite PU College
Bengaluru10th -
Amara Jyothi Public School
BengaluruSkills
Product Lifecycle Management
Quality Assurance and Customer Focus
Data Analysis and Metrics
Data-Driven Decision-Making
Process Optimization
Cross-Functional Collaboration
Strategic Planning
Change Management
Adaptability
Accomplishments
- Spearheaded the successful launch of Dunzo operations in Mumbai, where I was selected as one of the six team members entrusted to stay in Mumbai, conduct extensive groundwork, and lead the strategic rollout of Dunzo services in the city.
- Key Product Launch Involvement - Played a crucial role in key product launches, contributing to the successful market entry and widespread adoption of products, driving business success.
- Stakeholder Engagement - Built and maintained strong relationships with cross-functional teams, senior leadership, and clients, fostering collaboration and achieving mutual goals
- Promoted from Operations Manager to Senior Operations Manager, in less than 12-months.
- Consistently recognized as a Star Performer and Best Manager three times throughout my tenure, with commendations and cash rewards for exceptional achievements.
Certification
Product Management Career Accelerator Management Program.
Timeline
Senior Operations Manager
Dunzo Digital Private Limited
01.2023 - Current
Operations Manager
Dunzo Digital Private Limited
01.2022 - 11.2022
Team Manager
Dunzo Digital Private Limited
04.2020 - 12.2021
Subject Matter Expert
Dunzo Digital Private Limited
09.2019 - 04.2020
Bachelor of Engineering -
AMC Engineering College
Pre University
St Joseph's Composite PU College
10th -
Amara Jyothi Public School