Summary
Versatile Operations and Program Management Leader with 14+ years of experience building scalable systems and driving cross-functional initiatives across high-growth consumer, travel, and SaaS platforms. Proven track record of architecting AI-driven automation, optimizing operational costs, and leading large-scale teams (200+ personnel). Adept at aligning product, sales, and vendor operations to achieve key business metrics, safeguard brand trust, and ensure operational reliability.

Satvik Sehgal

Operations & Program Management Leader
+91 9582261462
Gurgaon, India
satviksehgal@gmail.com

Professional Experience

Headout
Senior Program Manager
June 2022 - Present
Bangalore / Gurgaon
  • Review & NPS Improvement: Architected and deployed AI-driven automation bots to rapidly detect poor reviews and NPS risk signals, reducing manual operational intervention by over 80% and accelerating issue identification by ~90%.
  • Program Management with Finance: Program managed cross-functional projects with finance to reduce charge loss owing to customer refunds from 3.86% to sub-1%, without compromising quality of experience.
  • Cross-Functional Leadership: Partnered extensively with product, category, and vendor stakeholders to translate data intelligence into measurable business and operational interventions.
  • Quality & Performance Governance: Owned platform-level governance, standardizing audit frameworks and improving overall performance metrics from 3.98 to 4.35.
  • Brand & Risk Management: Led online reputation management across social channels, structurally resolving public escalations to safeguard brand trust.
Cars24
Program Manager - Operations and Experience
Oct 2021 - June 2022
Gurgaon
  • Strategic Cost Control: Successfully increased customer adoption of in-house workshops from 23% to over 60%, significantly reducing dependency on third-party vendor reimbursements.
  • Data-Driven Strategy: Analyzed performance data and partnered with executive leadership to strategically extend powertrain and engine warranties from 6 to 12 months.
  • Process Optimization: Led post-sales governance across returns and warranty workflows, strengthening escalation discipline and overall operational reliability.
Urban Company
Senior Manager - Operations & Escalations
Mar 2019 - Oct 2021
Gurgaon
  • Large-Scale Team Leadership: Directed floor operations by managing a team of 200+ full-time associates across pre- and post-service teams.
  • Cost Optimization: Drastically reduced refund costs from INR 14 per delivery to sub-INR 6 by identifying failure drivers and implementing structured corrective measures.
  • Process Redesign & Efficiency: Lowered operational contact rates from 8.7% to sub-5% through self-serve enablement, process redesign, and strengthened root-cause governance.
  • Vendor & Outsourcing Management: Successfully spearheaded the transition and outsourcing of core processes to an external contact center partner, driving both scalability and cost optimization.
Djubo | SaaS Platform
AVP - Account Management & Success
Sept 2015 - Feb 2019
  • Revenue & Collections Management: Managed recurring collections of INR 4.8-6Cr annually across existing accounts, strengthening retention and reducing churn.
  • B2B Onboarding & Go-Live: Led a 20-member team to successfully onboard hotel partners, contributing ~INR 2.4Cr in annualized net sales.
  • Product Collaboration: Built structured feedback loops with internal product teams to continuously improve platform usability and workflow reliability.

Earlier Experience

Yatra.com | Sales Consultant | 2013 - 2015

IBM Global Process Services | Senior Practitioner | 2011 - 2013