Dheeraj Kumar

Associate Director of Operations @Dotpe

Gurugram, IN

Growth Path:Apr 2023 – Present: Associate Director - OperationsApr 2021 – Mar 2023: Senior Regional Manager - OperationsJun 2020 – Mar 2021: Regional Manager - Operations• Spearheaded onboarding of merchant outlets across India, achieving 95% compliance and 30% faster go-live cycle.• Directed enterprise operations for key accounts like Baskin Robbins, Polar Bear, etc, driving SLA adherence, retention, and topline growth.• Led multi-department ops across merchant onboarding, voice/email helpdesk, cataloguing, and churn management—boosted SLA performance by 23%.• Established centralized helpdesk infrastructure, enhancing NPS and increasing first-response resolution rate by 40%.• Championed digital transformation of operational workflows, automating cataloguing and reducing manual errors by 60%.• Owned post-sale hardware deployment and maintenance for POS systems across locations, ensuring 99% uptime.• Accountable for full-cycle P&L, POS revenue tracking, cost control, and execution of national cost-saving initiatives (18% YoY reduction).• Standardized training & retraining frameworks for merchant staff and field teams, accelerating onboarding efficiency and product adoption.• Oversaw vendor management, inventory planning, and supplies logistics for enterprise clients, improving fulfilment accuracy by 35%.• Ensured 100% compliance with operational SOPs, audits, and regulatory norms across client networks and internal operations.• Maintained and strengthened key client relationships, driving enterprise account renewals, wallet share expansion, and retention.• Delivered 100% KPI alignment on all launches, with consistent achievement of fulfillment, retention, and service goals.

Dr. B. R. Ambedkar University, Agra

Bachelor of Laws - LLB

Shaheed Bhagat Singh College

Bachelor's degree

National Institute of Management

Master of Business Administration - MBA