Dhruv Kansara

Customer Experience and Operations professional with 8+ years of experience operating large-scale digital user environments, building onboarding and support workflows, managing escalations, analyzing user sentiment, and translating customer feedback into product improvements. Experienced across 300K+ user environments with hands-on workflow automation, support operations, UX feedback, operational analytics, and cross-functional collaboration with product and engineering teams.

Customer Experience & Operations Lead - OpenHuman / AlphaHuman

(2026-01)

• Engineered onboarding flows and workflow integrations supporting early-adopter activation and conversion into active platform testers while maintaining a consistent user experience.
• Designed support triage, verification and escalation workflows using automation and ticketing systems, supporting scalable user operations.
• Conducted user-experience and safety testing on proprietary AI models, identifying system edge cases and prompt vulnerabilities to improve output quality before deployment.
• Synthesized user-reported issues and UX friction into structured Voice-of-Customer feedback loops between users and product/engineering teams, helping prioritize fixes based on user impact.
• Generated weekly and monthly analytics tracking retention drops, feature resonance, power-user engagement and peak activity windows to inform executive product and growth decisions.

Consulting CX & Operations Lead (Contract) - ZeroLend

(2023-01)

• Engineered automated FAQ, onboarding and support workflows using Notion and Make.com, supporting operations across a 300K+ user digital community.
• Led gamified onboarding and user engagement initiatives that contributed to a 30% increase in overall engagement.
• Managed Voice-of-Customer feedback loops during major beta product launches, translating recurring user pain points into actionable product and roadmap feedback.

Consulting CX & Operations Lead (Contract) - E-Money Network

(2020-01 - 2025-05)

• Led an 85K+ multi-channel user environment across Discord and Telegram, creating targeted content and sentiment initiatives that drove measurable platform activity.
• Coordinated with cross-functional teams to translate user pain points into actionable product iterations and adapt communications to user needs and feedback.

Consulting CX & Operations Lead (Contract) - Nord Finance

(2019-03 - 2022-12)

• Managed structured user support and communication for a 100K+ user digital product environment, maintaining clear escalation and risk-related communication.
• Created user education content that simplified complex product concepts for retail users and supported product understanding.

Bachelor of Business Administration - BBA - Jawaharlal Nehru Technological University (JNTU)