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pradeep isaac

@pradeepisaac

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Operations & Finance leader driving AI-enabled CX and Order-to-Cash transformations at global scale.

India

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What I'm looking for

I’m looking to lead end-to-end CX and O2C transformations where I can apply AI automation, P&L ownership, and KPI governance to improve CSAT/NPS, SLAs, and cost efficiency—at global scale with strong cross-functional partnerships.

I’m a results-driven Operations & Finance leader with 21 years of experience across Order to Cash (O2C), Finance Operations, E-commerce CX, and International Shared Services. I build measurable outcomes in accounts receivable/payable, billing, collections, and reconciliation—honed at IBM for global clients like Applied Materials (US), Xerox (UK), and EnergyAustralia.

Most recently, as Deputy General Manager – Customer Experience at Cleartrip (Flipkart Group), I led global CX operations and drove AI-driven automation delivering INR 12 Cr annual cost savings and a 30% reduction in escalations. I improved CSAT by 12% and NPS by 8 points through structured service excellence programs and scaled operations playbooks that reduced average handling time and improved first-contact resolution across international queues. Earlier at Flipkart, I ran P&L-owning e-commerce and logistics operations, transitioned a 500-member in-house team to an outsourced model with zero disruption, and launched the CX Cockpit analytics platform for real-time operational visibility.

Experience

Work history, roles, and key accomplishments

Deputy General Manager - CX

Cleartrip

Mar 2024 - Sep 2025 (1 year 6 months)

Led global CX operations across travel verticals, using AI automation to deliver INR 12 Cr annual cost savings and a 30% reduction in escalations. Improved CSAT by 12% and NPS by 8 points through service excellence programs and leadership development.

CX Operations AI Automation Service Excellence Escalation Management Analytics

Senior Operations Manager

Flipkart

Jul 2018 - Mar 2024 (5 years 8 months)

Owned P&L and led multi-vertical e-commerce operations with cost and quality accountability. Launched a CX Cockpit analytics platform for real-time visibility and streamlined Returns & Refunds processing, reducing turnaround time by 40% and improving customer satisfaction.

P L Ownership Workforce Transformation Operations & Analytics Returns Process Automation SLA Management Customer Experience

Operations Manager

Flipkart

Mar 2015 - Jul 2018 (3 years 4 months)

Led multi-unit CX and operations teams, building scalable launch and performance management frameworks. Implemented automation that reduced manual effort by 35% and worked with Product and Technology to optimize end-to-end processes across customer touchpoints.

CX Operations Automation Process Optimization Launch Frameworks Performance Management Cross Functional Collaboration

Process Leader

Firstsource Solutions

Jan 2014 - Dec 2014 (11 months)

Managed UK-based SKY technical support operations in an international SLA environment. Owned CSAT, quality, AHT, and conversion KPIs, ensuring consistent service performance under high-pressure targets.

Technical Support Operations CSAT Quality Management AHT SLA International Process Delivery Customer Service Excellence performance reporting

Assistant Manager - O2C

IBM

Oct 2007 - Oct 2013 (6 years)

Delivered full-cycle O2C and finance operations for Fortune 500 clients across the US, UK, and Australia. Led AR/AP, billing, dispute management, and cash reconciliation while monitoring aged debt, bad debt provisioning, and compliance to improve accuracy and cycle times.

Billing Collections Bad Debt Provisions Regulatory Compliance Process Improvement