Skill set
Industry fields of expertise
Pakshiraj in a few words
Experienced operations leader with over 15 years of expertise in managing large-scale operational and program teams across global markets in organisations such as Amazon and Xerox Corporation. Proven ability to optimise performance, reduce operational costs, and drive process efficiencies. Passionate about building high-performing teams and fostering collaboration across functions to deliver measurable business outcomes.
Open to opportunities in building and delivering high-impact initiatives that enhance both customer satisfaction and business value.
Experience
- TikTokLogistics Seller ExperienceLOGISTICS & SUPPLY CHAINApril 2024 - June 2024 (2 months)London, United KingdomPart of newly established Logistics Experience team, focusing on improving the seller experience on TikTok Shop● Led a strategic transformation initiative to enhance seller experience and optimise operating costs, saving £1.3M annually by implementing a new seller-facing policy, negotiating better contracts with carrier partners, developing a business case with Product leadership to launch a new seller-facing recommendation, and launching education initiatives for Sellers and Account Managers
- Relay TechnologiesOperationsNovember 2022 - November 2023 (1 year)London, UKLed the development and launch of programs across First Mile, Sort Operations and Last Mile Rider Growth● Managed relationships with third-party logistics partners, negotiated contracts, established performance KPIs, and defined long-term strategy for the first mile network to support a 50x volume growth through peak● Managed resource planning, including headcount and equipment, reducing sortation costs by 4%● Led transformation of sortation processes, increasing hourly throughput by 50% and scaling sortation capacity by 5x, delivering significant efficiency improvements aligned with strategic business goals.● Partnered with 3PL providers to set up contracts, performance metrics, and a long-term strategy for the first-mile network, supporting a 500x volume growth in the first year● Identified the “Voice of Customer” through interviews, developed anecdotal and data insights and worked with relevant stakeholders to build features to address the tech and operational pain-points
- ZappDirector, Operations and Customer ServiceE-COMMERCEJune 2022 - July 2022 (1 month)London, UKResponsible for leading the day-to-day Operations and Customer Service teams in the UK and Netherlands (NL)● Led day-to-day operations, optimising resource allocation to ensure cost-efficient operations. Drove operational efficiency improvements across 28 stores, resulting in reduced operational costs● Established and led the Process Excellence and Change Management team, recruiting and mentoring 5 members to collaborate with Product teams, and standardise operating processes across stores, driving operational efficiency and alignment across functions● Collaborated with Legal, Product and Tech teams to redesign customer service processes and implement new policies, resulting in £0.5M in annual savings and improving the CSAT from 4.5 to 4.7● Developed key metrics and set up reporting dashboards to evaluate operational performance and built a data-driven deep-dive culture to achieve operational excellence through weekly reviews with relevant teams
Recommendations
Education
- Master of BusinessHEC School of Management / HEC ParisMaster of Business Administration (MBA), Strategy
- Master of EngineeringNorth Carolina State UniversityMaster's, Integrated Manufacturing Systems Engineering
- Bachelor of EngineeringUniversity of PuneBachelor's, Production Engineering
Certifications
- Project Management Professional (PMP)Project Management Institute2024