Summary
Overview
Work History
Education
Skills
Certification
Tech & Tools Exposure
Timeline
Generic
Siddharth Pandya

Siddharth Pandya

Program and Operations Manager
Mumbai

Summary

Seasoned Program Manager with over 7 years of experience driving strategic programs across Business Process Management (BPM) and Customer Experience (CX) domains. Proven expertise in leading digitally empowered CX transformation initiatives across global delivery centers, with a strong focus on Agile methodologies, stakeholder alignment, ML/NLP and measurable business outcomes.

Overview

15
15
years of professional experience
4
4
Certifications

Work History

Senior Operations Manager

Puratech
05.2023 - 10.2024
  • Engineered and implemented a centralized program delivery structure, elevating project delivery success rates to an impressive 92%.
  • Championed the adoption of Agile/Scrum methodologies, significantly enhancing digital program execution and customer experience (CX) transformation initiatives.
  • Developed strong partnerships with technology leaders to advance CRM and AI-driven chatbot capabilities, resulting in heightened customer satisfaction metrics and expedited support responses.
  • Spearheaded the overhaul of support workflows, integrating cutting-edge real-time reporting dashboards and automation for increased efficiency.
  • Enhanced service level agreements (SLAs) and cost-effectiveness by instituting robust post-launch support KPIs and embracing continuous delivery practices.
  • Accountable for all aspects of post-sales operations and program delivery, ensuring seamless execution and customer satisfaction.

Senior Manager

Reliance Retail
01.2023 - 05.2023
  • Implemented digital transformation of customer feedback mechanisms for real-time NPS monitoring and sentiment analysis.
  • Partnered with NICE systems to enhance machine learning and NLP capabilities for immediate sentiment assessment.
  • Drove collaboration with analytics teams to embed predictive reporting within customer support frameworks.
  • Executed Lean Six Sigma methodologies to optimize service operations and elevate process efficiency.

Team Lead and Multiple Roles Over 13 Years

EClinicalWorks
04.2010 - 12.2022
  • Achieved 98% SLA response and 86% resolution rates by leveraging Value Stream Mapping and AI-driven RPA.
  • Enhanced CRM systems with automation, resulting in a 97% customer satisfaction score.
  • Cultivated a culture of service excellence, leading the shift to chatbot-supported customer interactions.
  • Directed an organization-wide program to mitigate product risks and elevate customer experience.
  • Led the digital transformation of the L&D experience for a global delivery center and its customers.
  • Pioneered the integration of AI-powered sentiment analysis for customer feedback and delivery operations.
  • Developed and executed HIPAA-compliant risk management protocols in tech-centric environments.
  • Developed Agile mindset and introduced scrum framework in professional services team, improving overall delivery timeline and reducing operational costs.

Education

Master of Science - Business Information Systems

Swinburne University of Technology
Melbourne
04.2001 -

Bachelor of Science - Computer And Information Sciences

University of Mumbai
Mumbai
04.2001 -

Skills

  • Program Management in CX & BPM
  • Agile/Scrum/PMO Governance
  • CRM Automation & AI driven Workflow Enhancements
  • Cross-Functional Leadership
  • Customer Journey & Satisfaction Metrics Optimization
  • Machine Learning & NLP Implementation
  • Risk Management Framework
  • People Management
  • KPI & Performance Management
  • Stakeholder Collaboration

Certification

Certified Six Sigma Black Belt

Tech & Tools Exposure

  • UIPath (Conceptual)
  • CRM Platforms (Nice, Freshdesk, Custom Made CRM)
  • AWS Connect (Conceptual)
  • MS Azure
  • Jira

Timeline

Senior Operations Manager

Puratech
05.2023 - 10.2024

Senior Manager

Reliance Retail
01.2023 - 05.2023

Team Lead and Multiple Roles Over 13 Years

EClinicalWorks
04.2010 - 12.2022

Master of Science - Business Information Systems

Swinburne University of Technology
04.2001 -

Bachelor of Science - Computer And Information Sciences

University of Mumbai
04.2001 -

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Siddharth PandyaProgram and Operations Manager