Senior Operations Manager, Customer Experience Expert

Location:

Jaipur, Rajasthan, India

Salary:

500000

Posted:

February 04, 2026

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Resume:

MADHAV SINGH NATHAWAT

Senior Manager - Operations

Ajmer, Rajasthan

Jaipur, Rajasthan

****************@*****.*** https://www.linkedin.com/in/madhav-singh-08a5a71a9 Jaipur, Rajasthan SUMMARY

EDUCATION

EXPERIENCE

A fantasy sports platform facilitating user engagement through sports contests

•Directed customer experience initiatives that improved user retention by 25% YoY

•Oversaw real-time deployment of discounts, offers, and personalized solutions, boosting engagement levels by 20%

•Managed cross-team operations and stakeholder communication, ensuring 99% error-free execution of contests

•Led and coached a 15 member team, increasing productivity and service quality through structured workflows

•Conducted advanced analysis of user behavior and workflows, achieving a 15% efficiency gain in reporting processes

•Key contributor to customer retention strategies that enhanced loyalty and repeat usage

•Spotlight Performance Award 2022 for excellence in operations and customer experience

•Coordinated with product, tech, and content teams to ensure timely campaign delivery and smooth workflows A leading gaming operations company focusing on engaging user experiences

•Leading end-to-end gaming operations including contest creation, lineup management, and reporting for high-volume users

•Implemented workflow automation, reducing manual errors by 25% and improving operational turnaround time

•Driving user participation through personalized engagement campaigns, contributing to a measurable increase in retention

•Leading and mentoring a 20-member operations team, achieving 95% SLA compliance

•Executed match analysis, lineup planning, and contest operations across multiple sports formats, successfully handling 1000 contests daily

•Designed operational reports and dashboards, reducing reporting time by 25%

•Supported strategic decisions with competitor analysis and data-driven insights

•Partnered with tech teams to improve platform tools, enhancing contest setup efficiency by 20% Experienced professional with over 5 years in operations and customer experience management. My expertise lies in workflow management, reporting, and cross-team coordination. I have a proven track record of delivering engagement and efficiency through automation and data insights while mentoring teams to achieve high-quality outcomes. I thrive in high-pressure environments and am committed to continuous learning and adaptation to meet evolving business needs Customer Experience Manager

Bachelor of Technology (B.Tech)

Sports Analyst & Business Analyst

Senior Manager– Operations

Senior Business Analyst – Customer Experience

MyTeam11 Fantasy Sports Pvt. Ltd

OneVerse Gaming Technology Pvt. Ltd

GovernmentEngineeringCollege,Ajmer RTU Kota)

KEY ACHIEVEMENTS

Spotlight Performance Award

Awarded the Spotlight Performance Award in 2022 for excellence in operations and customer experience which is a testament to my commitment and performance in the role

INTERESTS

SKILLS

LANGUAGES

English

Advanced

Hindi

Proficient

Customer Experience: Real-time Engagement, Discounts & Personalisation, Retention Strategies, Escalation Handling Team Leadership: Training & Mentoring, Cross-Functional Coordination, Performance Management (20-member teams) Data & Reporting: Excel (Advanced), SQL (Basics), Dashboarding, Data Analysis Tools & Platforms: MS Office, Google Workspace, CRM Tools Core Competencies: Strategic Planning, Problem Solving, Decision Making, High-Pressure Execution Watching standup comedy Playing Games

Operations Management: Workflow Optimization, Process Automation, Stakeholder Communication

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