Pavitra Lata Mani

Results-driven Projects, Operations and People Success Leader with 13+ years of experience scaling startups, leading cross-functional teams, driving operational excellence, and partnering with founders on strategic initiatives. Experienced in project governance, PMO practices, employee engagement, client success, HR operations, resource planning, process optimization, and customer experience. Proven track record of managing teams of 100+ members, delivering high quality projects, improving customer satisfaction, and building high-performing cultures.

Head – Projects, Operations & People Success - Rock Paper Scissors Studio

(2023-05)

• Own end-to-end project delivery, operations, people success and client relationship management.
• Drive project governance, resource allocation, risk management and delivery planning across multiple concurrent projects.
• Established structured project tracking, reporting and operational workflows resulting in on-time project delivery.
• Implemented process improvements that reduced turnaround times by approximately 10%.
• Lead employee onboarding, engagement initiatives, performance discussions and culture-building programs.
• Partner with founders on business operations, strategic planning and organizational growth.
• Manage stakeholder communication, project reviews, client feedback sessions and escalation management.

Client Engagement Partner - Theatre Professionals

(2022-12 - 2023-03)

• Managed client relationships, project coordination and stakeholder communication.
• Supported business growth through proactive client engagement and delivery oversight.

Manager – Customer Experience & Operations - Urbanic

(2021-04 - 2022-08)

• Built and scaled Customer Experience and Online Reputation Management functions.
• Managed a team of ~30 members across customer support and social media operations.
• Improved NPS, First Response Time and First Call Resolution through process redesign.
• Increased customer satisfaction and maintained Play Store/App Store ratings above 4.0.
• Developed reporting frameworks that translated customer insights into strategic recommendations for leadership.

Manager – Customer Experience & Operations - Urban Company

(2015-08 - 2021-04)

• Managed centralized customer experience operations with teams of 100+ employees.
• Worked directly with founders and business leaders to improve customer journeys and operational processes.
• Led customer NPS, employee NPS, grievance management and escalation programs.
• Recognized for high-performing teams, zero attrition achievement and cross-functional leadership.
• Acted as a key liaison between customers, business units, product and operations teams.

Executive – Corporate Communication & ORM - Madame.com

(2014-01 - 2015-12)

Senior Executive – Customer Service - IndianRoots / NDTV Venture

(2014-01 - 2014-12)

Debt/Credit Consultant - Fusion

(2013-01 - 2014-12)

Social Support Specialist - FashionAndYou.com

(2011-01 - 2012-12)