Prashant Bhardwaj
Senior Manager - Customer Experience & Operations (Asia) | Enhancing Customer Satisfaction & Post-Purchase Journey (25%+ Complaint Reduction) | Driving Multi-Country Supply Chain & Logistics in D2C/E-commerce | Ex-Amazon
- Role
- Senior Manager - Cx and Operations at Amala Earth
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Prashant Bhardwaj
I lead Customer Experience and Operations with a \"control tower\" approach — seamlessly connecting people, processes, and platforms to deliver frictionless journeys and scalable, high-performance systems.With 9+ years in e-commerce (Amazon, Carrefour UAE, Amala Earth, The Ayurveda Experience), I specialize in post-purchase excellence, multi-region supply chain, CX automation, and vendor/3PL orchestration. My focus: turning complex operations into effortless customer experiences while driving efficiency, loyalty, and cost control.Currently heading CX & Operations for Asia at The Ayurveda Experience (a global D2C Ayurveda/wellness brand), I oversee end-to-end regional supply chain, cross-border logistics, warehousing, and post-purchase support across Singapore, Taiwan, Hong Kong, Korea, Japan, and Sri Lanka — ensuring compliance, speed, and satisfaction in dynamic markets.Key wins that define my impact:Accelerated complaint resolution by 30% and reduced repeat complaints by 25% through RCA-driven coaching, AI-led WhatsApp/omnichannel support, escalation matrices, and service recovery frameworks.Cut ticket volume by 18% via deep-dive audits, CSAT tagging, feedback loops, and proactive automation.Standardized SOPs, optimized 3PL SLAs (Shiprocket, Nimbuspost, Prozo), and integrated Shopify/OMS/CRM tools to boost order visibility, TAT, RTO reduction, and data-driven decisions.Built high-performing teams through hiring, coaching, onboarding, and quality audits — embedding a customer-first mindset while scaling ops for growth.What I deliver for D2C/e-commerce brands:CX & Ops strategy for multi-market expansionRoot-cause resolution (RCA, tagging, escalations)+ actionable insightsProcess excellence frameworks, SOPs, and automation (Shopify, Unicommerce, Limechat, Knowlarity)Vendor/3PL management, logistics optimization, and post-sale journey mappingCross-functional alignment with Tech, Product, WFM, and Training teamsI believe true excellence happens when operational clarity meets genuine customer empathy. Whether coaching teams, auditing journeys, or simplifying backend flows, my goal is always efficient systems that customers never have to think about — they just love the experience.Open to senior CX, Operations, Supply Chain, or D2C leadership roles in e-commerce/wellness/retail — especially multi-region/Asia-focused opportunities. Let\'s connect if you\'re scaling customer-centric ops!#CustomerExperience #Ecommerce #SupplyChain #Operations #D2C #NPS #ProcessExcellence #Logistics #RCA #CXAutomation
Experience
Senior Manager - Cx and Operations
Apr 2025 — Present · New Delhi, IN
Responsible for managing Seller Services operations at Amala Earth, an E-commerce marketplace for conscious living products, one-stop curated marketplace with 600+ earth-friendly brands.
Education
Guru Gobind Singh Indraprastha University
Engineer’s Degree, Mechanical and Automation Engineering
SVKM's Narsee Monjee Institute of Management Studies (NMIMS)
PGDM , Business Administration and Management, General
2018 — 2020
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