Yash Raikwar
Associate Program Manager
Hyderabad
Summary
I am an experienced and results-oriented Operations professional specializing in brand and platform safety, process innovation, and team leadership. I have a strong ability to manage complex incidents and drive operational efficiencies through data-driven decisions. My expertise lies in analyzing data and implementing new processes while leading cross-functional teams to achieve essential business objectives
Overview
8
8
years of professional experience
Work History
Program Specialist III – Safety Ops
Uber Systems India Pvt Ltd
06.2024 - Current
- Company Overview: Company Description
- Led the development and implementation of a three-level audit process to reduce false positives and negatives in Background Check (BGC) reports
- Worked with Hyderbad Police to launch SOS intergration on Uber Application
- Managed the BGC adjudication process for a new vendor selection, overseeing four different vendors
- Improved the BGC support process for cross-functional teams to access reports and receive training
- Launched the 'Record my Ride' feature in eight Indian cities, enhancing safety
- Curated supply from the BGC front for the launch of the 'Teens' product
- Managed multiple driver education programs, including gender sensitization and women driver initiatives with NGOs
- Launched the 'Women Rider Preference' feature for safer travel
Program Specialist III – Safety Support
Uber Systems India Pvt Ltd
06.2022 - 06.2024
- Company Overview: Company Description
- Conducted multiple analysis, process improvement initiatives and ECR ticket management
- Managed the highest level (L4+) safety incidents, ensuring end-to-end closure and mitigating threats to the brand image
- Conducted deep-dive analyses on increasing suicide threats from drivers, identifying opportunities to reduce dissatisfaction
- Created a dashboard for L4+ incidents improving tracking and visualization for stakeholders and the team
- Analyzed airport trip contact rates and vehicle crash dissatisfaction to identify improvement opportunities
Area Manager – Business Operations
Swiggy
12.2021 - 05.2022
- Company Overview: Company Description
- Managed a team of 18 Fleet Managers, overseeing delivery operations for the Delhi NCR 1 region
- Maintained key metrics under benchmark, keeping bad orders below 4% and serviceability over 99%
- Sourced and onboarded delivery partners for supply growth in the Delhi NCR region
- Resolved a strike to ensure smooth operations, reducing rejections in Gurgaon to 2%
Operation Team Lead
Uber Systems India Pvt Ltd
07.2021 - 11.2021
- Company Overview: Company Description
- Managed a team of 10 Operation Associates and improved the Customer Satisfaction Score by over 15%
- Developed new Standard Operating Procedures (SOPs) for smooth operational processes
- Reduced team members' Average Handling Time (AHT) by 20% through targeted training
- Conducted 'Driver Samaaj's' to understand driver pain points and improve the CSAT score
Operations Consultant
Uber Systems India Pvt Ltd
10.2019 - 06.2021
- Company Overview: Company Description
- Handled general operations for multiple cities, including Pune, Mumbai, Nagpur, and Ahmedabad
- Created SOPs for onboarding and cash collection, handling driver partners during the COVID-19 pandemic
- Reduced process inconsistencies and trained team members on best practices and protocols
- Handled misconduct escalation cases for Uber Pune
Business Development Associate
Think & Learn (Byju's)
08.2017 - 02.2018
- Company Overview: Company Description
- Executed customer acquisition and on-field sales strategies for the e-learning app
- Conducted cold calling and managed the CRM system to track sales progress
- Developed sales strategies and improved customer handling skills through direct experience
Education
Bachelor of Arts -
St Aloysius International University
Bangalore 04.2001 -
Bachelor of Technology -
Symbiosis Institute of Technology
05.2017
HSC (12th Grade) - undefined
Sunbeam School Varuna
03.2013
SSC (10th Grade) - undefined
Sunbeam School Varuna
03.2011
Skills
- Cold Calling
- CRM
- Program management
- Project Management
- Stakeholder Management
- Critical Thinking
- Leadership
- Vendor Management
- Analytics
Websites
Interests
Football, Cricket, Snooker, Automobile
Timeline
Program Specialist III – Safety Ops
Uber Systems India Pvt Ltd
06.2024 - Current
Program Specialist III – Safety Support
Uber Systems India Pvt Ltd
06.2022 - 06.2024
Area Manager – Business Operations
Swiggy
12.2021 - 05.2022
Operation Team Lead
Uber Systems India Pvt Ltd
07.2021 - 11.2021
Operations Consultant
Uber Systems India Pvt Ltd
10.2019 - 06.2021
Business Development Associate
Think & Learn (Byju's)
08.2017 - 02.2018
Bachelor of Arts -
St Aloysius International University
04.2001 -
HSC (12th Grade) - undefined
Sunbeam School Varuna
SSC (10th Grade) - undefined
Sunbeam School Varuna
Bachelor of Technology -
Symbiosis Institute of Technology
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