Jaspreet

Program Manager Operations at Stripe India Private Limited

Handle

@jaspreetsingh

Role

Program Manager Operations

Company

Stripe India Private Limited

Location

Bangalore

Languages

English, Hindi, Punjabi

About

Senior Customer Success/Experience leader with 20+ years of experience building, scaling, and transforming customer-facing and operational functions across SaaS, FinTech, EdTech and technology enterprises. I lead US Sales Tax Filing and Legal Regulatory and Compliance Operations at Stripe India Private Limited. I build and transform customer-facing and operational functions via process design, automation, customer lifecycle strategy and high-performing teams.

Experience

• Program Manager Operations at Stripe India Private Limited
  May 2023 to Aug 2026 - Bangalore
  Spearheaded the ground-up build of US Sales Tax Filing and Legal Regulatory and Compliance Operations, owning recruitment, training and process design. Directed a strategic overhaul of case-management workflows, driving case backlog to 0 from approximately 8000 cases.
• Associate Director (India Head), Enterprise Customer Success at Simplilearn
  Jun 2020 to Feb 2023 - Bangalore
  Owned enterprise Customer Success strategy for India, directing the full customer lifecycle across activation, onboarding, adoption, retention and expansion. Architected VOC and churn-mitigation playbooks and frameworks that shaped retention and NRR outcomes.
• Carrier Operations Manager at Plivo
  Aug 2019 to Mar 2020
  Directed delivery, partner management and onboarding for major international carriers. Drove approximately $1.2M in annual savings through strategic numbers-inventory optimization.
• Operations & Program Manager at Amazon India
  Jul 2013 to Jul 2019
  Built and program managed the QA and testing team from the ground up, partnering with platform, product and business leadership to architect test strategies and SOPs that enabled product launches with zero critical defects. Led a process-transformation initiative yielding approximately $2M in efficiency savings.
• Assistant Manager, Service Desk Operations at IBM India Private Limited
  Jan 2011 to Jul 2013
  Directed B2B omni-channel technical support, SLA/SLO and incident management for a team of approximately 50 members. Drove approximately $1M in annual savings through lean process redesign.
• Assistant Manager, Operations at Aditya Birla Minacs Worldwide Limited
  Jun 2005 to Jan 2011
  Directed technical support operations for Apple, Mac OS and Windows products across B2C and D2C channels. Led content-marketing initiatives, growing a company blog to a number 5 global search ranking.

Education

• Amravati University, Maharashtra
  B.E., Electronics and Telecommunications
  University Topper, 1st Year

Skills

• Global Operations Leadership
• Organisational Design & Team Scaling
• Change & Transformation Management
• Churn Mitigation
• Process Reengineering & Automation
• SLA/SLO & Escalation Management
• Data and RCA Driven Decision Making
• KPI frameworks
• Salesforce CRM
• Customer success
• Upsell
• cross sell
• Lean principles
• Catalog operations
• Content management

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