Vinay Kumar Ray

Experienced Project Manager with 10 years and counting of expertise in leading cross-functional teams and delivering high-impact projects across supply chain, customer experience, and operations. Skilled in end-to-end project lifecycle management, process optimization, and stakeholder collaboration to achieve strategic goals. Proven ability to implement data-driven solutions, improve service levels, and enhance customer satisfaction.

Adept at managing resources and timelines to drive cost efficiency and operational excellence. Strong focus on aligning projects with business objectives for measurable success.

Ops Manager - Shadowfax Technologies Pvt. Ltd.

(2022-01)

• Built and scaled the Control Tower function from 0→1 for Quick Commerce & Dark Store operations, managing 50+ stores with ~40K Orders Per Day (OPD).
• Led real-time operational governance for Last Mile & Dark Store operations, driving SLA adherence, breach monitoring, and execution control across high-volume fulfillment networks.
• Improved Partner/CX satisfaction by 20% through process optimization, proactive escalation management, and operational efficiency initiatives. Increased NPS by 15%
• Increased product/process adoption by 25% by collaborating with Product & Tech teams to integrate operational feedback and automate workflows.
• Enhanced first-contact resolution by 40% through streamlined customer support processes and faster issue resolution frameworks.
• Managed key operational KPIs including OTD, SLA adherence, TAT, breach %, rider productivity, rider retention, and cost per order to improve service reliability and customer experience.
• Designed Control Tower governance structures, KPI dashboards, RCA mechanisms, and escalation matrices enabling faster decision-making and issue resolution.
• Improved rider efficiency and route adherence through workforce planning, productivity tracking, and resource optimization initiatives across multiple hubs/stores.
• Collaborated cross-functionally with Supply, CX, Product, and Last Mile teams to ensure seamless execution and operational scalability in high-growth environments.

Central Stock Manager - OYO Hotels and Homes Pvt. Ltd.

(2019-11 - 2021-12)

• Directed the supply chain operations, handling over 250 properties, leading to a substantial increase in revenue.
• Improved operational metrics (CID, UH, vaccine-aid) to boost property conversion rates and Cx
• Spearheaded initiatives to increase OTAs, walk-ins, and organic revenue streams.
• Worked closely with compliance and local authorities to resolve operational issues.
• Played a pivotal role in strategic planning, vendor management, and operational excellence.
• Pricing change strategy through cluster, city, zone and property level search.
• Monthly Pnl Management approx. 25cr.

Key Account Manager - Rivigo Pvt. Ltd.

(2018-11 - 2019-11)

• Managed day-to-day operations for key accounts, ensuring seamless client and vendor relationships.
• Collaborated with field sales teams, reducing vehicle stoppage time and enhancing delivery efficiency.
• Designed and set up 15 regional POD collection desks across India.
• Provided operational reports for nationwide coverage, facilitating data-driven insights.
• Negotiation with vendor and client for intercity delivery on floating base trucks.

Ops Executive - Safexpress Pvt. Ltd.

(2015-07 - 2018-10)

• Set up Low-cost POD Desk for Hard copy Proof of delivery collection from PAN India.
• Minimize 60% billing time through hard copy proof of collection.
• Collaborate with billing, Finance and ground team for timely billing.
• Reduces losses through timely billing.
• Daily follow-ups with ground team to keep billing engine smoothly.

Diploma - Lean Six Sigma - Black Belt - Alison Empower yourself (2026-06)

Certification - Strategic Management - Indian Institute of Management (IIM) Bengaluru (2023-12)

Bachelor of Business Administration - BBA - Institute of Advanced Management & Research (2012 - 2015)