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nitesh gudapati

@niteshgudapati

Message

I lead operations programs that improve automation, quality, and delivery performance.

United States

Message

At Meta's WhatsApp, I lead Business Integrity Operations and customer support automation programs that improve quality, delivery, and operational scale. I've driven process improvements that reduced defects by 20%, improved delivery rates by 15%, and shortened technical escalation resolution time by 40%.

I manage cross-functional work across engineering, vendors, SMEs, and operational teams, translating feedback and KPIs into practical playbooks, pilots, and corrective action plans. My work has included refining 200+ automations, implementing DBI/OCR technology projected to save $4M annually, and improving automation accuracy by 15%.

Previously at Morningstar, I launched an HR chatbot, led an RPA program that automated 300+ processes and 80,000 hours of manual work, and improved operational efficiency by 30%. I bring Agile, Lean, data analysis, and program management practices to complex operational and technology initiatives.

Experience

Work history, roles, and key accomplishments

Current

Senior Program Manager- Business Integrity Operations

Current

Meta, Inc (WhatsApp)

Sep 2023 - Present (2 years 11 months)

Co-authored and executed change management and pilot plans for new operational frameworks, achieving 100% SLA adherence across Trust & Safety Policies. Led stakeholder engagement across 5+ teams, reducing rollout timelines by 30%.

Change Management Stakeholder Engagement Quality and Lean Frameworks Cross Functional Collaboration Vendor Management Process Improvement

Program Manager- Vendor Management

Meta, Inc (WhatsApp)

Sep 2023 - Jul 2024 (10 months)

Developed interactive dashboards to track and analyze key performance indicators (KPIs) such as AHT, Utilization, and Occupancy, enabling stakeholders to make data-driven decisions. Analyzed workflow capacity planning through time and motion studies, identifying opportunities to boost productivity by 20%.

Dashboard Development KPI Analysis Capacity Planning Time Studies Vendor Management Data Driven Decision Making

Program Manager- Customer Support Automations

Meta, Inc (WhatsApp)

Oct 2021 - Aug 2023 (1 year 10 months)

Conducted current-state assessment of business processes and drove metric improvements including automation coverage, standardization of automation creation processes across operational programs. Led cross-functional teams in defining scope, goals, and executing future vision of Automations at WhatsApp Support.

Process Assessment Automation Cross functional Leadership Agile Scrum Kanban DBI OCR Technologies

Technical Project Manager

Morningstar, Inc

Sep 2020 - Sep 2021 (1 year)

Executed project schedules including resources and vendor management for Sustainalytics– Morningstar technology integration including Infrastructure, Splunk, Jira, Confluence and O-365 migration. Organized retrospective sessions and continuously sought new approaches to define standard operating procedure.

Project Management Vendor Management Jira Confluence Agile Kanban Technical Documentation

Program Manager

Morningstar, Inc

Jun 2019 - Sep 2021 (2 years 3 months)

Launched Morningstar HR Chatbot Initiative and managed program cost, schedule, quality & performance. Headed RPA – Robotic Process Automation program at Morningstar; administered process reengineering, followed by design, build, test and deployment of RPA Solutions.

Program Management Robotic Process Automation Reengineering

Operations Specialist

Morningstar, Inc

Jun 2017 - May 2019 (1 year 11 months)

Created metrics and reporting for key processes including key KPIs and facilitated regular reporting through Tableau, presented insights to C-suite executives. Transformed operational workflows using Agile and Lean methodologies and partnered with the technology team to leverage Robotic Process Automation.

KPI Reporting Tableau Agile Robotic Process Automation Operational Efficiency

Commercialization Analyst

Precision X-Ray, Inc

Jun 2016 - May 2017 (11 months)

Developed 'Go-to-market' strategy to launch X-ray irradiation equipment in the veterinary market by analyzing potential market segments and built a financial model to provide a comprehensive cost-benefit analysis.

Go To Market Strategy Market Analysis Financial Modeling Cost Benefit Analysis