I started in marketplace operations resolving seller escalations, and worked my way into owning enterprise technical delivery for platforms processing billions in GMV. The through-line is the same: find where the process is leaking, and close it.
Experience
- 06/2026 — 08/2026
BounteousPune (Remote)Program Management Consultant
Fixed-term 3-month contract. Moved with the Knitwell Group commerce platform from Fabric to support its migration and stabilization.
- 12/2020 — 06/2026
FabricPune (Remote)Technical Program Manager II — Customer Delivery
US-based SaaS company building commerce, OMS, and AI solutions for enterprise clients. Reported to the Senior Director, Customer Delivery and Services. Promoted from a production-focused delivery role to TPM II.
- 11/2018 — 05/2020
FlipkartBengaluru (On-site)Project Specialist
One of India’s largest e-commerce marketplaces.
- 10/2017 — 11/2018AegisBengaluru (On-site)
Operations Executive
Staffing partner, deployed to Flipkart marketplace operations.
Track record
The programs that didn't get their own case study, and what came out of them.
- Bounteous · 202675% → 100%SLA compliance moved from 75% to 100%, zero breachesBuilt a 5-tier incident escalation framework in xMatters, defining on-call coverage and escalation paths with engineering and operations.
- Fabric · 2020–2026<5%Rollbacks kept under 5%Gave final production sign-off on 100+ production releases and hotfixes, running go/no-go reviews with engineering and client teams during and after QA.
- Fabric · 2020–2026−90%90% cut in repeat incidentsAnalyzed ticket trends every quarter across 70+ tickets a week and gave engineering the root-cause data to fix underlying issues.
More results
- Fabric · 2020–20266–7 → 4 wksTime-to-integrate cut from 6–7 weeks to 4, integration issue rate cut from 33% to 20%Supported 10+ enterprise integrations spanning Manhattan DOM, Oracle ATG, SAP, WorldPay, SFMC, Salesforce Commerce Cloud, Kount, Parcel Lab, Borderfree and Walmart SDD, as part of the integration team.
- Fabric · 2020–2026−70%MTTR cut 70%, enterprise SLAs protectedEstablished release process and accountability governance across 40+ production and sandbox environments processing 1B+ API transactions.
- Fabric · 2020–2026~110 hrs~110 hours saved per week in manual ticket handlingAutomated 7+ operational workflows across engineering teams.
- Fabric · 2020–202693%+93%+ sustained CSAT scoreLed an 11-person technical operations team, interviewing and training new hires and creating the SOPs, workflows and documentation they used, including docs published on the company website.
- Fabric · 2020–2026500+Stronger AI search (AEO) visibilityLed data taxonomy, vertical and category mapping across 500+ domains for a new AI product at Fabric.
- Flipkart · 2018–2020+50%20% better autosuggestion click-through accuracy, 50% lift in search engagementTuned catalog structure and search relevance for Flipkart Supermart.
- Flipkart · 2018–2020−15%15% reduction in seller defect and complaint rateManaged data taxonomy and catalog governance for 300+ daily SKUs.
- Aegis / Flipkart ops · 2017–201890%+90%+ CSAT sustainedHandled 50+ technical escalations and seller disputes a day, and shortened merchant onboarding through CRM audits and KPI dashboards.
Client programs at Fabric
Enterprise commerce brands I supported as part of Fabric’s customer delivery team, across retail, wholesale, and DTC.
Apparel & fashion
- Knitwell GroupChico’s · Soma · White House Black Market
Home, furniture & building
- abc carpet & home
- NBF Furniture
- BuildDirect
- BBQ Guys
Health & wellness
- GNC
- Bodybuilding.com
Specialty & digital commerce
- PNI Media
- EnableAll
and more