Chinnolla Abhinay Kumar

Chinnolla Abhinay Kumar​ - - 2015 IIT Kharagpur graduate with 9+ years of experience across Operations, Program Management, and Customer Success, with a focus on B2B SaaS and D2C clients. Skilled in driving customer onboarding, managing strategic accounts, and delivering scalable success frameworks. Proven ability to act as the voice of the customer, resolve complex operational challenges, and collaborate cross-functionally to align product delivery with customer expectations. Adept at leading teams, building strong client relationships, and driving retention and process efficiency to deliver measurable business impact. WORK EXPERIENCE GruWorks (Mar ’23 –Dec’ 24) Operations and Customer Success ●​ Led operational and customer success initiatives for major clients like Ultralesson, Apollo247, Gameberry Labs, Antino Technologies, and Scorg International, enhancing service delivery and operational efficiency. ●​ Provided training and technical guidance to internal teams, ensuring alignment with best practices and operational policies. ●​ Spearheaded the transition of Apollo247's logistics operations to third-party logistics providers, achieving 95% operational outsourcing, reducing logistics costs by 60%, and improving delivery times by 80%. ●​ Implemented new processes and improved existing workflows to increase operational efficiency, driving a 40% increase in lead generation and 35% growth in new business for Ultrlesson. ●​ Served as a key resource for cross-departmental collaboration, providing documentation and guidance on transaction structures and operational policies. Bikayi (Manifest.ai) (Nov ’21 –June 22) Sr Program Manager(Generalist) - CEO’s Office ●​ Led customer onboarding, training, and support for 3000+ merchants, including D2C brands across India and the U.S., resulting in 24% improvement in NPS and 2x onboarding speed. ●​ Acted as the primary liaison between clients and internal teams (Product, Tech, Sales) to ensure smooth onboarding, issue resolution, and long-term success. ●​ Partnered with the product team to translate customer feedback into feature enhancements, improving merchant conversion by 2%. ●​ Designed and implemented scalable customer success processes, reducing onboarding TAT from 10 to 7 days and increasing CSAT from 56% to 80%. ●​ Managed a team of 8 TLs and 80 agents across Customer Support, Loan Disbursal, and Onboarding, driving operational efficiency and customer retention. Shadowfax technologies (Sep ’18 – Oct ’21) Senior Program Manager (Central Operations) ●​ Led and mentored a cross-functional team in managing supply chain operations for brands like Flipkart, Swiggy, and BigBasket, enhancing operational performance and delivery efficiency. ●​ Provided technical guidance and training on operational processes, policies, and compliance standards. ●​ Spearheaded the development of over 30 standard operating procedures (SOPs) and business requirement documents, improving documentation and operational transparency. ●​ Managed 30+ Client API Integrations, increasing the top line by 3.5 Cr p.m., and played a key role in enhancing cash management processes through UPI and Airtel Payments Bank. ●​ Collaborated with leadership and internal stakeholders to drive strategic process improvements and resolve escalated operational issues. Sendfast Part of the founding team headed Pan-India operations and businesses. (June ’15 – Sep ’18) Head of Operations ●​ Led operations in 30 cities and 7 states, managing a team of 50+ city heads and operational managers to deliver 80K+ deliveries per day. ●​ Improved operational processes, reducing costs by optimizing delivery routes and increasing efficiency, achieving $1.5M in annual revenue. ●​ Provided leadership in resource management, including the recruitment and training of 3000+ delivery personnel. ●​ Led process improvements and established documentation standards to ensure operational compliance and efficiency. ●​ Acted as the primary liaison with external partners, handling contract negotiations and resolving operational challenges. EDUCATION Indian Institute of Technology, Kharagpur | Integrated M.Sc (Jun ‘10 – May ‘15) Skills Operations, Program Management, Product Management, Product Roadmaps, Project management, Jira,Excel, MySQL, Account Management, Customer Success, and Customer Experience.