Payo Mohta

National Head of Operations @The Sleep Company

Startup FounderCustomer ServiceConsultingChief Customer Officer (CCO)AdvisorBusiness AnalystCustomer Researcher

I’m a customer experience and operations leader with 12+ years of building and scaling service ecosystems across India. From creating high-performing service ops teams at The Sleep Company (0–55 in 3 months) to launching high-impact strategic initiatives with the CEO at Urban Ladder, I’ve consistently delivered outcomes that move the business forward — including a 40% NPS boost, 22% conversion rate uplift, and 14% OPEX savings. I specialize in turning ambiguity into action. Whether it's optimizing last-mile logistics, deploying CRM systems, leading cost control programs, or mapping customer journeys, I blend analytical thinking with on-ground execution. My experience spans founder’s office roles, service operations, and warehouse/logistics design for major players like Swiggy Instamart.

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