Dhruba Roy Chowdhury
About Dhruba Roy Chowdhury
Dhruba Roy Chowdhury is the Global Senior Director of Strategy and Customer Operations at Rover.com, with extensive experience in customer operations and strategic leadership across multiple industries.
Global Senior Director Of Strategy And Customer Operations at Rover.com
Dhruba Roy Chowdhury currently serves as the Global Senior Director of Strategy and Customer Operations at Rover.com. He took on this role starting in 2024 and is based in the United States. His work focuses on strategizing and overseeing customer operations globally, ensuring effective and efficient service delivery.
Previous Role at Uber
Prior to joining Rover.com, Dhruba worked at Uber in various capacities. From 2021 to 2023, he served as the Global Head of Customer Operations Quality & Business Intelligence | Community Operations in Irving, Texas. Earlier, from 2020 to 2021, he was the Global Head of Command Centre & APAC Customer Operations in Hyderabad, Telangana, India. His leadership at Uber also included roles such as General Manager & Head Customer Operations, APAC (2019-2020), and Program Leader of Customer Operations, APAC (2018-2019).
Professional Experience at Meta and Expedia
Dhruba also held significant roles at Meta and Expedia. From 2015 to 2017, he was a Partner Manager, Outsourcing, APAC, Community Operations at Meta in Hyderabad, India. Prior to that, he worked at Expedia, Inc. from 2013 to 2015 as an Operations Manager, APAC, Global Customer Operations, leading service operations and ensuring smooth customer experiences.
Education and Qualifications
Dhruba Roy Chowdhury has a comprehensive educational background. He earned a Post Graduate Certification in Leadership and Strategy from Harvard Business School Executive Education (2018-2019). He also completed the Executive Program in Business Management (EPBM) from the Indian Institute of Management, Calcutta (2014-2015). Earlier, he graduated with a degree in Hotel Management from NSHM College of Management and Technology (2003-2006).
Career Achievements and Expertise
Throughout his career, Dhruba has led the transition of six new technologies in delivery operations, enhancing workflows and delivery capabilities. His leadership has resulted in approximately 75% internal promotions in past programs, maintaining low attrition rates. Known for his problem-solving abilities, he has a track record as a 'Troubleshooter' capable of fixing broken programs and achieving results quickly. Dhruba excels in negotiating contractual rates, designing SLAs, and uplifting customer experience metrics such as NPS and CSAT.