Santa Clara University

Institute of Management Development & Research (IMDR)

Savitribai Phule Pune University

Sr. Director, Global Customer Operations & Localization at WhatsApp Inc.

Vice President, GRC, Product

Privacy Review Program is a companywide process that ensures Meta is meeting its privacy expectations and regulatory obligations via responsible data practices. 
- Single-threaded owner for Privacy Review across all functions, responsible for both sufficiency and operational efficiency of the process company-wide.
-Driving a culture to enable privacy by design practices in how Meta builds its apps and services.
-Built processes and tools to support compliance and reporting requirements for global regulators while ensuring internal product teams can efficiently launch products.
- Responsible for governance and oversight of privacy policy enforcement and product leadership escalation process company-wide
-Work with internal audit and external assessors on demonstrating regulatory compliance of all product and service launches.
-- Board member, WhatsApp India Pvt Ltd, 2020-Current

Vice President, Global Privacy Review

-Successfully pitched and landed investments in monetization strategy for WhatsApp Paid Messaging and Click-to-Ads business.
-Led long range plan, annual budget planning and revenue goaling exercise across multiple matrixed orgs
-Managed day to day execution on WhatsApp monetization launches across all functions; effectively partnered and influenced matrixed teams to align shared goals, product roadmaps, resources and GTM plans.
-Dialed in team and execution on WhatsApps Privacy Compliance programs across all regions.
- Primary functions include: Privacy Compliance Programs, Global Markets, Trust& Safety, Product Operations, Content Operations, Localization, Scaled Support - Outsourcing/Vendor footprint, Reporting/Analytics, Process reengineering and Operational Excellence.

WhatsApp

Vice President, WhatsApp Monetization, Global Operations & Programs 

Chief is a private network built to drive more women into positions of power and keep them there. Chief is the only organization specifically designed for senior women leaders to strengthen their leadership journey, cross-pollinate ideas across industries, and effect change from the top-down.

Chief

Member, Chief 

- Leadership role accountable for expanding WhatsApp's Global support footprint and driving Strategic programs. 
-Strategy areas include country expansions and investments, balancing integrity risk and policy issues, Privacy compliance, scaling processes/functions and leadership development. 
-Deep focus on transformation to enable scaled best-in-class support that balances empathy with technology and improving core in product experience. 
- Accountable for annual business planning and Long Range 3 year strategic planning
- Passion for leadership development, building high performing teams and developing a strong leadership bench.
- Fostering a strong organizational culture to build an inclusive team while transforming the organization to deliver at scale and driving up employee engagement.
-Executive sponsor for WhatsApp's D&I investments and Women@WhatsApp Business resource groups
- Board member, WhatsApp India Pvt Ltd

Vice President, Global Customer Operations & Programs 

- Head of Global Support operations with accountability for building and scaling support for WhatsApp Consumer, SMB and Business products.
- Primary functions include: Global Markets, Trust& Safety, Product Operations, Content Operations, Localization, Scaled Support - Partner management (Outsourcing/Contractor vendor footprint), Reporting/Analytics, Process reengineering and Operational Excellence.
- Thoughtfully balance support at scale while investing and optimizing higher touch support for high intensity experiences and Safety issues on the platform.
- Influence the Operations narrative to drive strategic leverage and mitigate PR/Regulatory risk for the platform in strong partnership with XFN stakeholders
-Served as WhatsApp's Chief Grievance Officer for India - Sept 2018 to April 2020.

Senior Director, Global Customer Operations & Localization

- Head of Global Community Support operations (Content moderation and Account Support) with accountability for 500+ FTE and 10000+ scaled workforce across a dozen global locations and 40+ languages serving the 2B+ Facebook community.
- Primary functions include: Global Markets, Escalations, Partner management (Outsourcing/Contractor vendor footprint), Workforce and Capacity planning, Quality, Training, Reporting/Analytics, Spam Ops, Safety, Process reengineering and Operational Excellence. 
- Thoughtfully balance support at scale while investing and optimizing higher touch support for high intensity experiences and Safety issues on the platform. 
- Deliver on innovative and industry first support models for new products like Facebook Live, Messenger and other FB Apps.
- Influence the Operations narrative to drive strategic leverage and mitigate PR/Regulatory risk for the platform in strong partnership with Product and Policy teams.  
- Drive annual business planning and Long Range 3 year strategic Planning in partnership with key cross functional stakeholders.
- Passion for leadership development, building high performing teams and developing a strong leadership bench.  
- Fostering a strong global operations culture to work as #oneteam while transforming the organization to deliver at scale and driving up employee engagement.

Facebook

Senior Director, Community Operations/Head of Community Support, Facebook and Instagram

Responsible for setting up various functions within Facebook's Community Operations teams to scale customer support for the Facebook and Instagram users. Responsibilities include Global Escalations, Content Operations, Product and Roadmap planning and Execution and initiatives to improve feedback into Facebook products.

Director, Product Planning and Operations Shared Services

Product leadership role responsible for both fraud loss reduction and customer experience. Led Global Risk/Compliance PM function. 
Responsible for driving the business and product strategy, architecture and execution of Financial Risk and Compliance Platforms & Services to support Paypal’s products and fraud/compliance management infrastructure globally. 
Drove strategy and execution for multi-million dollars next-gen risk data and infra platforms that enable all of Paypal’s best in class/innovative risk management strategies. 
Accountable to enabling core risk and compliance management capabilities in Paypal’s strategic bets like Mobile, Point-of-Sale, Paypal Here and other global online and offline payments initiatives.

PayPal

Senior Director/Head of Financial Risk & Compliance Platforms

Responsible for leading a cross-functional team risk SMEs supporting Paypal's Global product lines. Accountable for managing Financial Risk, Compliance and Information Security risks associated with all of Paypal products including Online checkout, Paypal Wallet, Point-of-Sale and Mobile. 

Accountable for managing PayPal's risk-reward trade-off across the variety of risks it faces, including fraud and credit. Key KPIs include PayPal's losses, impact of risk decisions on revenues, and impact on customer losses and experience.

Director, Consumer, Business & Credit Products Risk & Compliance

Responsible for ensuring a best in class experience for Paypal users when they have a dispute. Define and own the KPIs and  business metrics and policies associated with Paypal Buyer and Seller Protection programs. Own a team that supports defining and implementing the disputes operating regulations and experience associated with Paypal's entry into mobile and retail channels in addition to Online Dispute Resolution.

Director, Global Disputes Policy & Experience

Responsible for Buyer Risk and New Ventures Product & Experience. Accountable for new product launches and ensuring we balance fraud/risk versus customer experience.

Director, Product Management

Responsible for Consumer risk product management and strategy. Key KPI's include managing fraud risk for Account Take over and Stolen Credit Cards on Paypal platform.

Group Product manager

Responsible for product managing multiple zero to 1 and scaled product launches spanning identity access and authentication (IAM), security and encryption for enterprises incl. RSA Key Manager, RSA Digital Rights Manager.
Led both inbound PM and outbound GTM

Komal Lahiri