Sheetal Kappala

Program and operations professional with 12+ years of experience at Uber leading complex, cross-functional programs across Product, Engineering, Operations, Policy, and global stakeholder teams. Experienced in taking ambiguous business problems from problem definition through execution, launch, measurement, and continuous improvement. Strong track record of using data, automation, and AI-enabled solutions to simplify processes, improve operational performance, and deliver measurable business outcomes.

Recognized for end-to-end ownership, structured problem solving, stakeholder influence, and delivering results in fast-changing environments.

Program Specialist - Uber

(2021-01 - 2026-01)

• Owned end-to-end delivery of complex, cross-functional programs spanning Product, Engineering, Operations, Policy, and global stakeholders—from problem definition and requirements through roadmaps, execution, launch, and post-launch optimization—across multiple concurrent workstreams.
• Translated ambiguous operational challenges into structured, scalable solutions, defining milestones, ownership, dependencies, governance mechanisms, and improvement priorities while using data and stakeholder feedback to address root causes rather than one-off fixes.
• Partnered closely with Engineering to translate business requirements into technology and workflow solutions, coordinating requirements, testing, feedback, issue resolution, launch readiness, and rollout while challenging assumptions and driving decisions across stakeholders.
• Led transformation of a manual approval and governance workflow through a new technology portal and automated approval process, simplifying execution and reducing manual intervention by ~50%; strengthened governance across Jira workflows, approval matrices, child-ticket dependencies, and global approval processes.
• Established and monitored operational metrics and SLA performance, using root-cause analysis and corrective actions to improve SLA performance from 60% to 92%, while providing dashboards, program metrics, status updates, risks, dependencies, and data-driven recommendations to leadership.
• Drove AI-enabled process transformation by partnering with AI and technology teams on LLM solutions to identify policy data hydration requirements, developing a structured hydration repository and content framework with Policy, Data, and Engineering teams to improve information discoverability, consistency, reuse, and reduce manual analysis.
• Identified and shaped Custom GPT and AI-enabled workflows to automate repetitive analysis and enable teams to focus on higher-value problem solving; facilitated cross-functional workshops to surface operational pain points, define Stop/Start/Continue actions, and translate insights into actionable roadmaps.
• Served as a central point of alignment across global stakeholders, building accountability and execution discipline through clear ownership, governance, transparent communication, and timely resolution of dependencies—ensuring teams remained aligned on business impact, priorities, and delivery outcomes.

Process Associate / Program Operations - Uber

(2018-01 - 2021-01)

• Managed high-volume operational workflows across global business processes, balancing quality, SLA commitments, competing priorities, and stakeholder requirements to maintain reliable service delivery.
• Investigated recurring operational issues using data and process analysis, identifying root causes and partnering with cross-functional teams to simplify workflows and eliminate unnecessary manual effort.
• Improved process consistency by standardizing workflows, documentation, knowledge resources, and operating practices across teams.
• Coordinated complex issues and escalations across multiple stakeholder groups, building trust through clear communication, ownership, and timely resolution.
• Used operational metrics and performance trends to identify improvement opportunities and support decisions around process efficiency, service quality, and resource prioritization.

Technical Support Associate - IBM

(2014-01 - 2016-01)

• Provided technical support and issue resolution for enterprise users, troubleshooting application and system issues while maintaining service-level commitments.
• Collaborated with technical teams on incident resolution, root-cause analysis and escalation management.

Bachelor of Technology (B.Tech) - Computer Science & Engineering - Lovely Professional University