Kumar Gautam
@user.2405246
Operations Supervisor at Airbnb Global Capability Centre
Gurugram, India
Result-oriented leader with ~8 years experience in program management, optimising operations, and fostering executional excellence. Track record of delivering impactful outcomes, including cost savings, driving operational efficiency & leading high performing teams across different regions (India-South Asia, South East & North Asia, EMEA, US & Canada). Skilled in creative empowering team development and problem-solving. B.tech graduate with PMP® from PMI.org, LSS Green belt & COPC certification.
Experience
Operations Supervisor
Airbnb Global Capability Centre
Led CX-AI Program with CS labs team on multiple pilot testing projects (AI MVP, Codify, Knowledge assistant). Managed Change champion initiative for A/B testing of new agent tool. Led critical & advanced safety team involving social media escalations during volume peak season.
Sr. Team Lead, Insights Generation
Uber India R&D Pvt. Ltd
Headed multiple projects quantifying ~$5M in savings. Led a diverse team of 40+ analysts. Established & led Uber Eats insights team expanding to Uber Rides. Delivered product & process improvement insights for ANZ region saving ~$1.3M.
Team Lead, Insights Generation
Uber India R&D Pvt. Ltd
Led insights generation team.
Content Specialist
Uber India R&D Pvt. Ltd
Initiated and expanded India SA content team from 4 to 15 members. Developed over 40+ SOPs for rider & driver support. Collaborated with product & marketing to develop support strategies for new launches.
Community Operations Specialist
Uber India R&D Pvt. Ltd
Delivered top-tier customer support for India & SENA via emails/voice. Trained & mentored 30 agents during support transition to new BPO partner site.
Education
Dayananda Sagar College of Engineering
Bachelor of Engineering
Mechanical Engineering
Bangalore
Licenses & Certifications
PMP
PMI
LSS Green Belt
KPMG
COPC Certification
Operations Micromasters
IIMB