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Himanshu Shah

@himanshushah1

Program and delivery leader at INSTINCT INNOVATIONS who managed the launch of a personal loan offers discovery web app.

At INSTINCT INNOVATIONS, I own program delivery and client relationships across projects in fintech, healthcare, retail, fashion, and SaaS. For a personal loan offers discovery web app, I authored the SOW, set the budget and delivery KPIs, and led planning and delivery from wireframing through launch.

I also managed client engagements covering a legacy website migration, app and website support, and pharmacy-retail POS implementation. My role centers on client management, resourcing, and delivery execution; specialist teams own technical build decisions.

Earlier, I built and operated hospitality ventures, including a cloud kitchen and meal subscription service. Process redesign there delivered 1.7x revenue growth, reduced food wastage by 50%, and improved operating efficiency by 20%.

Experience

Work history, roles, and key accomplishments

Current

Operations Head - Program, Delivery, Client Services & Workplace Administration

Current

Instinct Innovations

Nov 2020 - Present (5 years 11 months)

Owned full commercial lifecycle for client engagements including SOW authoring, budgeting, and KPI definition. Led cross-functional teams through planning, delivery cadence, and milestone governance.

Program Management Delivery Management Client Services SOW creation Budgeting KPI Definition Resource Planning Jira Confluence Metabase Webflow Notion Ahrefs User Testing BrowserStack

Manager - Technology & Operations

Orgatma Organic Science

Apr 2020 - Oct 2020 (6 months)

Managed day-to-day factory operations spanning procurement, manufacturing, packaging/dispatch, and B2B/B2C order fulfillment. Directed vendor management and franchise operations, and coordinated rollout of Zoho Inventory, Zoho Books, and WooCommerce platform.

Operations Management Procurement Manufacturing Vendor Management Franchise Operations Customer Relationship Management ZOHO Inventory Module Zoho Books WooCommerce

Founder

Multi-Cuisine Restaurant

Mar 2018 - Apr 2020 (2 years 1 month)

Set up and launched a multi-cuisine restaurant in under two months using a repurposable, pre-fab structure. Built the venture around sustainable practices and introduced the town's first open-kitchen dining concept.

entrepreneurship Restaurant Management Sustainable Practices Open Kitchen

Co-Founder

Cloud Kitchen & Meal Subscription Service

Jun 2017 - Apr 2020 (2 years 10 months)

Converted an existing catering operation into a commercial cloud kitchen and launched a nutrition-focused meal subscription service. Delivered 1.7x revenue growth, 50% reduction in food wastage, and 20% operating efficiency gains through process redesign.

entrepreneurship Cloud Kitchen Meal Subscription Services Process Redesign Revenue Growth Operational Efficiency

Strategy & Planning Partner

Extreme Adventure Sports Park

Oct 2016 - Apr 2020 (3 years 6 months)

Planned and executed logistics, marketing/PR, registrations, and F&B for a large-scale adventure sports park, active on the ground from three months out through event days.

Event Planning Logistics Marketing PR Registration Food and Beverage Management

Consultant

Digital Transformation Consulting (Freelance)

Dec 2014 - Apr 2020 (5 years 4 months)

Ran requirements gathering, workflow documentation, and delivery oversight for clients across manufacturing, recruitment, retail, and solo-entrepreneurship. Hired and managed freelancers and vendors to execute marketing websites, e-commerce platforms, social media management, branding, and content production.

Requirements Gathering Workflow Documentation Delivery Oversight Vendor Management Marketing Websites Ecommerce Social Media Management Branding Content Production

Systems Engineer

Infosys Limited

Nov 2011 - Nov 2014 (3 years)

Led requirements gathering, workflow documentation, and client communication for enterprise technology projects, including a cloud-based document management system and an Office 365 upgrade. Stepped in to lead project delivery when senior team members were reassigned, coordinating QA, DevOps, and onsite teams.

Requirements Gathering Workflow Documentation Client Communication Project Delivery QA DevOps Document Management Office 365

Customer Success Head

Instinct Innovations

Apr 2022 - Present (4 years 6 months)

Led business and customer success operations across North and South India, managing a 40+ member business development team including 8 sales managers. Owned recruitment, onboarding, and strategic initiatives for expansion and channel partnerships.

Customer Success Business Operations Team Management Recruitment Onboarding Upselling Cross Selling Escalation Resolution Marketing Channel Partnerships

Customer Success Lead

Instinct Innovations

Feb 2021 - Present (5 years 8 months)

Led a cross-functional team of 14 to scale adoption of a new distributor-linked revenue program for retail store owners. Owned distributor relationship management, CRM operations, and loyalty-program tracking.

Customer Success Team Leadership Distributor Management CRM Loyalty Programs Customer Retention

Consultant, New Initiatives

Instinct Innovations

Nov 2020 - Present (5 years 11 months)

Led a cross-functional team of 8 across inside sales, business development, and marketing to plan and deliver GMV growth initiatives. Redesigned the product offering into a bundled package model and launched new partnership services.

Cross functional Leadership Inside Sales Business Development Marketing GMV Growth Product Bundling Partnership Management