VIVEK SUGARA
Program Manager - Operations
Vancouver,BC
Summary
A program manager with 6 years of experience in operational excellence and operations management, with a proven record of achieving drastic cost reductions, and improved manpower efficiency through implementation of well sequenced processes, aided by data analysis and first principle problem solving. Hands-on experience with handling central hub operations, supply chain management, vendor management, product quality assessment, stakeholder management, and BTL marketing campaigns
Overview
6
6
years of professional experience
5
5
Program and Operations Management
Work History
Program Manager | Process Excellence - Operations
Livspace
2020.03 - 2022.09
- Increased sales - Increased topline of home interior categories by 3x in 3 months by reducing average lead conversion time of custom SKUs by 33% | Increasing overall conversion by 20% b
- Data analytics - Spearheaded an array of dashboard implementations
- Improved CSAT - Aided improvement of average CSAT from 3.7 to 4.2 by a series of programs to improve sales-design-execution cycle d
- Vendor supply reinforcement - Implemented dashboard for objectively tracking vendor supply-demand in real time | helped increase supply from 92% to 120% of demand of 4 star rated vendors e
- Improved vendor quality - implemented empanelment SOP and dashboard | average vendor CSAT improved from 3.8 to 4 over 3 months
- Implemented OKR metrics for employees - Enabled key output tracking for employees
- Employee learning & development program automation - Automated batch scheduling and review reports
Associate Director
Pickle Drop Restaurant
2018.12 - 2019.12
- Menu curation - Curated the Indo-Chinese menu of the restaurant basis resource and cost-benefit analysis
- B2C sales (online and offline) - Increased sales of the restaurant 4x in 6 months via online sales on aggregator platforms and offline sales at the restaurant
- Corporate sales - Established corporate sales channel by onboarding 5 corporate client accounts for event catering via cold calling and referrals, helping the restaurant reach breakeven in 11 months
- BTL marketing (online and offline) -
- Conducted online sales campaigns and SEO activities to achieve a 4.1 rating on Zomato and 4.3 rating on Google
- Created and handled the facebook profile of the restaurant | Flyer designing and distribution offline
- Vendor Management - Built the vendor pipeline for supply of 100+ wet and dry SKUs, and managed vendor payouts
- Inventory and Purchase Management - handled procurement of restaurant supplies, ensuring minimal OOS
- IT and Kitchen Setup - Reduced average checkout time by ~40% by setting up integrated POS and KOT management system, inventory management system, and online order dashboards | Sourced and set up kitchen equipment
- Team Management - Hired, trained on SOPs, managed rosters and managed payrolls of restaurant team of 10 employees
Senior Manager
Poncho Hospitality Pvt Ltd
2017.09 - 2018.11
- Stakeholder and Vendor Management - End-to-end stakeholder management and vendor management including price negotiations, payments and troubleshooting in general
- Pan India Vendors handled: Amul India, Coca-Cola, HUL, Pillsbury, etc
- Supply Chain Management - Managed the sourcing and inventory rolls of 200+ SKUs
- Marginal cost improvement - Managed JIT purchasing and implemented racking storage
- Operational excellence - Implemented a low cost daily food delivery method from central commissary to outlets, reducing the spoilage by 30%
- Team Management - Handled hiring and upscaling of a team of 42 central commissary employees, overseeing training, SOP adherence, shift allocation, payroll corrections, and grievance resolution
- New product development - Carried out development and deployment of 4 new bakery items, in association with the head chef
Education
Bachelor of Engineering - I.T
Goa College of Engineering
2011.08 - 2015.07
MBA - Gen. Management
University Canada West
2022.10 - 2024.12
Skills
Team Management
Customer handling
Process excellence
Supply chain management
Interpersonal communication
Problem deconstruction
Microsoft excel
Availability
Monday
Tuesday
Wednesday
Thursday
Timeline
MBA - Gen. Management
University Canada West
2022.10 - 2024.12
Program Manager | Process Excellence - Operations
Livspace
2020.03 - 2022.09
Associate Director
Pickle Drop Restaurant
2018.12 - 2019.12
Senior Manager
Poncho Hospitality Pvt Ltd
2017.09 - 2018.11
Bachelor of Engineering - I.T
Goa College of Engineering
2011.08 - 2015.07