nabexl

• Led end-to-end management of high-impact creator incident programs as the first India-based hire, ensuring structured processes, timely communication, and risk mitigation for sensitive escalations. • Planned, developed, and launched an AI-driven incident audit tool (Incident Command Calibrator), driving project scoping, stakeholder alignment, pilot execution, and adoption, reducing audit cycle time by 37% and standardizing global QA workflows. • Coordinated cross-functional response programs for policy, technical, and security incidents, ensuring consistent delivery across Policy, Legal, Trust & Safety, and Social Operations teams. • Managed crisis communication workflows, overseeing risk assessment, executive visibility, and end-to-end delivery of YouTube’s external communications during high-severity incidents. • Facilitated international collaboration by representing India in global project summits (Singapore, Los Angeles, Bali), leading knowledge-sharing initiatives and strengthening alignment for ongoing and future operational programs. • Implemented structured triage, prioritization frameworks, and stakeholder communication plans to improve response accuracy and time-to-resolution for incident categories.

• Directed the full lifecycle of 27+ strategic operational programs, applying Agile and PMI-aligned methodologies to eliminate systemic defects and streamline core workflows, resulting in the restoration of 5,000+ seller accounts, 300K+ listings, and a measurable improvement in seller experience and operational stability. • Managed a large-scale operational portfolio of 7,500+ executive and customer escalations, implementing structured prioritization models, risk assessments, and stakeholder governance to ensure timely resolution and build preventative, scalable solutions that significantly reduced recurrence. • Led and governed cross-functional Agile teams (5-7 members) across the operational SDLC, driving sprint planning, backlog prioritization, performance tracking, and continuous improvement to achieve on-time project delivery and defined business outcomes. • Designed and operationalized key Agile performance metrics and dashboards, enhancing leadership visibility into issue trends and operational bottlenecks, ultimately reducing average resolution time by 30% and enabling data-driven strategic decisions. • Built and delivered comprehensive weekly, monthly, and quarterly business reviews (WBR/MBR/QBR), translating complex operational data into actionable insights and influencing decision-making for worldwide leadership and executive sponsors. • Redesigned and standardized critical SOPs and operational workflows across multiple upstream and downstream teams, improving process consistency, cross-team reliability, and overall operational efficiency by 25%. • Cultivated high-performing teams by mentoring and upskilling new members through structured capability-building programs, driving an 80% promotion rate and expanding operational execution capacity across the organization.

• Served as SME and advisor to resolve complex queries from investigators for Reported Abuse team. • Directed initiatives to enhance reliability rate for advisors. • Designed PKTs to evaluate knowledge retention and hiring qualifications for new applicants. • Conducted training sessions for new hires.

• Screened high-volume vendors and sellers for infringement. • Delivered mentorship to upskill new hires into processes. • Performed audits on defect-related tasks completed by peers. • Reviewed sellers and customers to ensure compliance with sanctions. • Generated and validated new parameters for a robust metric application.