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Nipun Kusuma

@nipunkusuma

Operations Lead at UBER A.I who built SLA dashboards and governance frameworks that cut turnaround time by 60–70%.

At UBER A.I, I led a team of 11 across vendor engagements in APAC and EMEA, building SLA dashboards and inventory reporting frameworks from scratch. The governance frameworks I operationalized reduced turnaround time by 60–70%.

At REVINATE, I supported APAC Account Management across strategic hotel accounts, creating churn forecasts and Save Plans that improved win-back conversion by 19%. I’ve also built AI automation agents for startups and independent projects, including an n8n workflow that flags at-risk cases and sends escalation emails.

Experience

Work history, roles, and key accomplishments

Account Management | Operations Coordination | APAC

Revinate

Jun 2026 - Sep 2026 (3 months)

Served as an operational lead for APAC Account Management, managing account lifecycle operations across 50+ strategic hotel accounts representing $41M+ in ARR. Led day-to-day operational execution and built churn forecasts and Save Plans for at-risk accounts.

Account Management Operations Coordination Salesforce Jira Zendesk Zuora Zoho CRM Docusign Microsoft Office SharePoint Quipsheets SAP HubSpot N8n

Program and Operations Lead | Core Ops | Vendor Manager

Uber

Oct 2025 - Jun 2026 (8 months)

Led a team of 11 responsible for dynamic, rule-based workload distribution across 100+ vendor engagements in APAC & EMEA. Built and scaled end-to-end SLA tracking dashboards and inventory reporting frameworks from scratch.

Operations Management SLA Tracking Dashboarding Excel Contract Lifecycle Management Vendor Management Cost Governance Compliance

Head of Operations

LEAN by A.I

May 2024 - Jul 2025 (1 year 2 months)

Designed and deployed customized AI automation agents for startups, including blog generation, email outreach automation, and sales call analysis solutions. Implemented speech-to-text processing using Deepgram to transcribe client sales calls.

AI Automation Workflow Automation Deepgram Speech to Text Process Improvement Client Consulting

Prod Compliance Associate Sr

Amazon

Oct 2023 - Feb 2024 (4 months)

Served as compliance subject-matter expert on policy interpretation and violation handling, working with Risk Managers and global teams. Led time and motion studies and updated 5 SOPs to improve case handling accuracy.

Compliance Policy Interpretation Root Cause Analysis SOP Development Training SLA Adherence

Business Operations Specialist

Amazon

Apr 2022 - Oct 2023 (1 year 6 months)

Established an SOP council with bi-annual review cycles to standardize case handling across departments. Analyzed accounts to identify a 14% policy violation rate, leading process fixes that reduced breaches and increased case resolution accuracy.

Business Operations SOP Development Process Improvement Data Analysis SLA Compliance Audit

Risk Investigator, Investigation SPL

Amazon

Feb 2021 - Feb 2022 (1 year)

Reviewed and validated high-volume, complex case inventories using structured investigation frameworks. Partnered with cross-functional investigation teams on dispute resolution and fraud risk investigations.

Investigation Fraud Detection Dispute Resolution Case Management SLA Compliance