Shubham Sharma
Gurgaon
Summary
Accomplished Operations Manager specializing in successful launch of new business initiatives. Adept at driving strategic growth and operational improvements. Poised to lead the development of innovative verticals and enhance overall business performance
Overview
4
4
years of professional experience
Work History
Business Operations Manager
UBER
Gurgaon
05.2023 - Current
- Category Management: Leading B2B vertical (TAM ~$10B) for Uber Shuttle India, which includes client launches for employee transportation (EST and Non-EST).
- P&L: Manage B2B P&Ls, including GB ARR, gross margins, and VC margins, while focusing on quarterly improvements to meet or exceed annual exit targets.
- Client Launches : Successfully launched client accounts totaling $13M in ARR, including major American banks, BPOs, and corporate offices.
- Deal Forecasting : Review and categorize accounts (GSA or non-GSA), assess them against GB ARR and NETR, and forward the insights to the Sales team for further engagement.
- Supply vendor management : Develop new supply across all cities in India by engaging in strategic conversations and securing long-term commitments with large and mid-sized fleets.
- Supply payment structure: Prepare and revamp supply commercials for fleets, aligning them with current market standards. This includes updating SLAs, relevant supply health metrics, and QMS/penalty structures.
- Product Feature Launches: Working with product ops, PMs and engineering team to Identify, build and implement new features for the driver/rider app such as: Seamless checkin (QR code): Just like UberX, to ensure rider authenticity, launched QR ticket which can be scanned at the time of check- in. Real-time alerts: Alerts that could be sent to the fleet partner every time the driver fails to come online before the scheduled trip . Big red button: On-trip assistance and alert tool for the driver every time an accident happens or a vehicle is pulled by the police, or a vehicle pulled by police. The automatic nudges have been sent to support team, ground ops, and fleet partners.
- Data and Analysis Reporting: Utilize SQL for query building to generate reports and analyze driver performance, identifying areas for improvement. Conduct both quantitative and qualitative analyses of routes, hotspots, corridor utilization, timeliness, and reliability metrics (e.g., fulfillment and true completion).
- Deal implementation: Collaborate with the sales team to qualify deals based on tech consumption, ARR thresholds, vehicle form factor, archetype, nature of bookings, and brand reputation.
- Legal and taxation : Partner with legal and taxation teams to address billing concerns for clients and fleet partners, while ensuring adherence to CLRA, labor regulations, and relevant agreements.
Associate Program Manager
UBER
Gurgaon
12.2021 - 04.2023
- Incident Handling: Managed safety incident reporting across South Asia through various channels including in-app, SOS, safety line, and social media.
- Knowledge Base/SOP Creation: Developed Standard Operating Procedures (SOPs) for BPO agents to effectively address safety issues reported by drivers and riders.
- Contact Auto Resolve (CAR Automation): Designed refund logic and automated processes in collaboration with COPD and tech teams to enhance operational efficiency.
- Metrics Management: Achieved and maintained key performance metrics such as inflows, Average Handling Time (AHT), resolution time, false positives, and Customer Satisfaction (CSAT).
- P&L Optimization: Monitored and optimized P&L by reducing R&A spend through fraud detection, identifying agent opportunities, and refining refund logic.
- Project Management: Led projects addressing midway drop-offs, Lost & Found cases, and other L4+ incidents.
Area Manager
PORTER
02.2021 - 12.2021
- Category Management: Oversaw the 2-wheeler category from initiation through execution, including supply-demand balancing, driver growth, and revenue generation.
- Supply Management: Directed supply acquisition, retention, and reactivation across all categories (LCV and 2-wheeler). Enhanced process efficiency by implementing a supply outsourcing model that reduced acquisition costs.
- Geo Expansion: Led the expansion of services across different geographies in Delhi NCR based on early demand signals.
- Team Management: Managed a team of operations coordinators responsible for generating demand, acquiring supply, and overseeing ground operations.
- Competitive Intelligence: Conducted studies to analyze competitors such as WeFast and Lalamove, focusing on product flow, features, incentives, dispatch systems, payouts, and user pricing.
Education
B.Tech - Mechanical Engineering
JECRC
Jaipur08-2017
Skills
- Project Management
- Operations Management
- Cross Functional Collaboration
- Business planning and strategy
- Vendor Management
- Business Forecasting
Timeline
Business Operations Manager
UBER
05.2023 - Current
Associate Program Manager
UBER
12.2021 - 04.2023
Area Manager
PORTER
02.2021 - 12.2021
B.Tech - Mechanical Engineering
JECRC
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