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
Similar Profiles
Maria Flourina AnthonyMaria Flourina Anthony
Senior Quality Analyst at Uber India Systems Pvt LtdSenior Quality Analyst at Uber India Systems Pvt Ltd
RAKESH RAPETIRAKESH RAPETI
Risk and Compliance Specialist I at Uber India Systems PVT LTDRisk and Compliance Specialist I at Uber India Systems PVT LTD
Harsh P ShethHarsh P Sheth
Program Specialist at Uber India Systems Pvt LtdProgram Specialist at Uber India Systems Pvt Ltd
Sameer TelikicherlaSameer Telikicherla
PAM Consultant at Capgemini India Pvt Ltd.PAM Consultant at Capgemini India Pvt Ltd.
Shalini BathalaShalini Bathala
Lead – Business Technology Manager at BayerLead – Business Technology Manager at Bayer