Mayank Gaur

About Mayank Gaur

Transforming Global Operations Through Innovation & Data-Driven Excellence With 13+ years scaling customer experience operations across Fortune 500 companies like Airbnb and EXL Services, I specialize in building high-performance teams, driving operational excellence, and delivering measurable business impact through strategic automation and AI/ML implementation. What Sets Me Apart: I don\'t just manage operations—I transform them. From building greenfield vendor sites (0→200+ FTE in 120 days) to generating $12M+ in annual cost savings, I combine operational expertise with cutting-edge technology to create sustainable competitive advantages. My Proven Track Record: Team Leadership: Scaled global CX & Social Media operations with <5% attrition during critical transitions Cost Optimization:$6-9M annual savings through AI/ML automation, reducing AHT by 30-40% Quality Excellence: 99% SLA compliance, improved CSAT/NPS by 10-20 points via Lean Six Sigma Vendor Management: Strategic partnerships saving $12M+ annually Process Innovation: Cut resolution time 28%, reduced TAT 35% through predictive analytics Industries Transformed: Technology & Social Media (Airbnb) Insurance & Financial Services (EXL) BPO & Customer Experience Travel & Hospitality Technology Stack: Salesforce, Zendesk, Genesys, NICE, Tableau, UiPath, GenAI/LLM solutions Leadership Philosophy: Empowering teams through data-driven decisions and inclusive leadership. Coached 40+ managers, building succession pipelines for operational excellence. Current Focus: AI-powered CX automation Resilient global delivery organizations Workforce analytics for predictive operations Digital transformation in traditional industries Ready to Connect: Let\'s discuss AI/ML automation, workforce management, and operational excellence. I\'d love to explore how data-driven operations can transform your business outcomes. Connect to share insights and collaboration opportunities.**#CustomerExperience #OperationalExcellence #AI/ML #LeanSixSigma #TeamLeadership #BPOOperations #WorkforceAnalytics #ProcessAutomation #Globalerations #VendorManagement

Experience

1. Cx Manager

   Airbnb

   Dec 2019 — Present · IN

   Led global Customer Experience and Social Media operations for a large scale, multi-regional global team—maintaining attrition below 5% during the COVID-19 transition through proactive engagement and flexible scheduling.Architected and deployed a workforce analytics platform and standardized reporting cadence that increased executive visibility, accelerated data-driven decision-making, and improved on-time resolution rates by 22%.Directed end-to-end vendor management for a 200+ FTE partner site rollout—ensuring full compliance with Product, Legal, and Policy requirements and achieving 99% SLA adherence across multiple lines of business.Spearheaded AI/ML-driven sentiment analysis and automated case-routing workflows, cutting average issue resolution time by 28% and total ticket turnaround by 35%, while boosting CSAT scores by 15 points.Partnered cross-functionally with Product, Legal, and Policy teams to design and implement scalable governance frameworks—streamlining global social media content moderation and improving policy rollout efficiency by 40%.Championed a culture of continuous improvement, coaching 20+ frontline leads on Lean Six Sigma practices and Agile methodologies to optimize processes, reduce defects by 27%, and drive consistent operational excellence.

Education

• Aligarh Muslim University

  Inter

  2005 — 2007

• OUR LADY OF FATIMA ALIGARH

  HIGH SCHOOL

  2002 — 2005

• Jaypee University of Information Technology

  Bachelor of Technology (B.Tech.)

  2008 — 2012