Manish Mohan

Senior operations leader with 22+ years of experience building, scaling, and transforming large-scale delivery organizations across BPO, contact center, shared services, e-commerce, and digital platform environments. Deep expertise in managing multi-site, offshore, and nearshore delivery models across North America, Europe, and APAC geographies. Consistent track record of EBITDA improvement, operating model transformation, cost optimization, and attrition management across complex multi-site operations.

Skilled in change management, vendor management, stakeholder management, and leading large-scale transitions across matrixed organizations. Leverages digital transformation, cloud communications platforms including RingCentral, and automation to drive productivity, reduce cost-to-serve, and improve CX outcomes. Available for immediate relocation globally; immediate joiner.

Senior Director – Operations & Customer Experience at Superfares.com (Powered by Shipra Travels Pvt. Ltd.) (2020-09 – 2025-10)

Digital OTA platform serving global customers across North America, Europe & Asia — part of Shipra Travels Group. Multi-site Global Operations | CX & Service Delivery | Sales & Support | Travel & Digital Platform | Markets: North America, Europe & APAC

• Scaled and stabilized a multi-site delivery operation supporting rapid business growth across voice, chat, and back-office channels, maintaining ~97% SLA adherence throughout
• Improved CSAT by 11% YoY and managed attrition through structured service quality programs, frontline coaching, and L&D frameworks
• Reduced cost per contact by ~17% through automation, cloud-based communications including RingCentral speech-to-text and omnichannel deployment, and workflow redesign
• Established enterprise governance cadence, KPI dashboards, and escalation frameworks across delivery sites
• Reduced service errors and escalations by 18% through QA transformation and process standardization
• Deployed risk and fraud control programs, reducing losses by ~22%
• Launched digital self-service solutions, reducing inbound contact demand by 19%
• Improved turnaround time by 15% and increased repeat customer conversion by 12% through revenue growth initiatives
• Led vendor management, workforce planning, capacity optimization, and cross-functional resource allocation
• Collaborated with Finance and leadership on business planning, productivity improvement, and operating margin enhancement

Director – Operations & Global Capability Center at Metaminds Technologies Pvt. Ltd. (Mondee Inc.) (2017-01 – 2020-01)

US-based travel technology company; India GCC built as the primary delivery and shared services hub. GCC Build & Scale | Shared Services | CX & Service Delivery | ~1,000 FTE at peak | Markets: North America

• Built and scaled GCC and shared services operations to ~1,000 FTE within 24 months, establishing structured delivery governance from the ground up
• Improved CSAT by 13% and drove revenue growth of 9% per contact through service quality and sales effectiveness programs
• Reduced cost-to-serve by 15% through process optimization, automation, and vendor management improvements
• Delivered ~10% EBITDA improvement through operating model transformation and governance frameworks
• Designed organizational structure, leadership framework, and training & development model supporting rapid GCC expansion
• Established KPI-driven performance management, attrition management programs, and executive review cadence across all functions

Associate Director – Global Customer Operations at Fareportal India Ltd. (2013-06 – 2016-12)

Major US-based online travel agency; CheapOair and OneTravel brands. Global Contact Center & Sales Operations | ~1,200 FTE | Voice, Chat & Back-office | Markets: North America, UK

• Led multi-market global customer operations across sales, service, and contact center / contact centre delivery for North America and UK markets
• Increased sales conversion by 8% and customer retention by 10% YoY through structured performance management and L&D programs
• Reduced AHT by 11%, delivering ~$1.8M in annual operating savings
• Implemented analytics-driven workforce management model, improving forecast accuracy by 15% and reducing attrition through better scheduling
• Managed vendor relationships and strengthened customer lifecycle governance, service quality, and operational controls

Program Manager – Global CX & Service Delivery at Sitel India (2007-04 – 2013-06)

Global BPO and contact center outsourcing company; now known as Foundever. International BPO Programs | ~350 FTE (direct programme scope) | Voice & Back-office | Markets: North America, Europe

• Led global CX and service delivery programs across voice and back-office channels for North American and European clients
• Improved First Contact Resolution by 16% through process improvement, training & development, and structured coaching frameworks
• Reduced AHT by 13% via workflow redesign and performance management programs
• Improved revenue per contact by 7% through structured upsell and conversion programs across assigned LOBs
• Managed vendor governance, client delivery reviews, SLA governance, and attrition management across multiple accounts

Team Leader / Quality Analyst / Associate at Wipro BPO Solutions (2003-11 – 2007-05)

• Front-line team management, quality audits, and associate coaching across voice operations

MBA in International Business – Symbiosis Institute of Business Management

Postgraduate – Delhi University