Satvik Sehgal
Program & Platform Operations Leader | CX, Reliability & Cost Optimisation at Scale | AI-Led Automation | Headout, ex-Urban Company
- Role
- Senior Program Manager at Headout
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Satvik Sehgal
I work on improving customer experience at scale by identifying and fixing structural problems in the customer journey.Over the past decade, I have worked across consumer internet platforms where customer experience becomes increasingly complex as companies scale across geographies, partners, and product categories. My focus has been on identifying root causes behind customer pain points and working with product, operations, and marketplace teams to solve them at the source.At Headout, I work on improving customer experience across a global marketplace connecting travellers with experiences. This involves building systems that surface customer issues early, strengthening platform reliability, and partnering with internal teams to improve the end-to-end customer journey. Previously at Urban Company, I worked on improving experience quality across large service marketplaces by driving systemic improvements that reduced the need for customers to reach out in the first place. This included reducing contact rates and recurring complaints, strengthening quality governance across categories, and implementing operational improvements that reduced cost while improving customer outcomes.Across roles, my work typically involves:• Improving NPS and customer ratings through structural improvements in the customer journey• Reducing customer contact and operational costs by identifying and fixing root causes• Building data and feedback loops that help teams detect experience issues early• Partnering closely with product, operations, and marketplace teams to improve platform reliability• Scaling CX systems and processes as companies grow I am particularly interested in working with companies that are scaling quickly and are looking to build customer experience as a strategic capability.
Experience
Senior Program Manager
Jun 2022 — Present · Bengaluru, IN
Education
SVKM's Narsee Monjee Institute of Management Studies (NMIMS)
PGDM, Operations Management
Delhi University
Bachelor's degree
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