Confluence
Shruti Saini
Ashburn,VA
Overview
20
20
years of professional experience
Summary
Dynamic and impact-driven leader with 19+ years of experience across both B2C consumer platforms (BlueStacks) and B2B SaaS solutions (now.gg). Expertise in Operations, Quality Assurance, and Global Support with a track record of scaling organizations of 125+ members, governing release and support frameworks, and driving automation that elevated release quality, improved customer experience (CSAT +30%), and strengthened operational efficiency. Adept at designing multi-environment release strategies, leading global team transformations, and implementing enterprise-wide process improvements that accelerated delivery. Recognized for a people-first leadership approach that fosters talent development, collaboration, and consistent business outcomes. AI-learned and automation-focused, combining Wharton and Vanderbilt certifications to advance AI readiness, strategic process innovation, and data-driven decision excellence.
Timeline
Independent Consultant & Professional Development - Self-employeed
07.2025 - Current
Director of Operations - BlueStacks / now.gg Inc
07.2023 - 06.2025
Director of QA, Automation, and Global Support - BlueStacks
04.2018 - 06.2023
Sr. Software Engineer → QA Manager - BlueStacks
04.2012 - 03.2018
Sr. Software Engineer – Test - Clickable India Pvt Ltd
11.2010 - 05.2012
Sr. Software Test Engineer - Guavus Network Systems
12.2009 - 05.2010
Sr. Software Test Engineer - Orange Business Services
10.2008 - 12.2009
Sr. Software Test Engineer - McAfee (Solidcore)
10.2005 - 10.2008
U.P.T.U - Master of Computer Applications,
Delhi University - Bachelor of Science, Mathematics
Work History
Independent Consultant & Professional Development
Self-employeed
Ashburn, VA
07.2025 - Current
Self-directed Learning & Strategy Initiatives
• Engaged in structured professional development focused on Generative AI, Process Automation, and Data-Driven Operations.
• Completing the Wharton Online – AI for Business Specialization, along with certifications from Vanderbilt University, IBM, Google, and DeepLearning.AI.
• Exploring AI-enabled operational strategies and scalable frameworks to enhance SaaS QA, CX, and delivery governance.
Director of Operations
BlueStacks / now.gg Inc
07.2023 - 06.2025
Directed multi-country B2B SaaS operations, supporting enterprise clients with onboarding, business support, and escalation frameworks.
- Partnered with Product and Business Development to align delivery strategy with customer requirements.
- Designed and implemented cross-border collaboration processes and internal comms tools (HubSpot, Google Sheets) to ensure predictable delivery.
- Served as senior escalation lead for enterprise clients, ensuring high retention through proactive resolution.
Director of QA, Automation, and Global Support
BlueStacks
04.2018 - 06.2023
- Scaled and led a 125+ global organization across QA, Automation, and Support, enabling both consumer (millions of users) and enterprise delivery.
- Transitioned release cadence from monthly → fortnightly, balancing planned, emergency, and partner-specific builds.
- Orchestrated delivery of 200+ concurrent partner installers through risk-based testing and automation strategies.
- Established release governance (QA-controlled Jenkins builds, release notes, commit discipline), reducing rollback by 60%.
- Implemented backend release stream with pre-prod gates and contract testing, cutting wasted test cycles by 45%.
- Migrated support tools from Gmail/forums → Zendesk with macros, localization, and reporting flows.
- Launched 24×7 global support model and introduced a Dialogflow chatbot to deflect Tier 1 queries → reduced response times by 60%, improved CSAT by 30%.
- Pioneered talent mobility programs (Support → QA → Automation/Leadership), filling 30% of roles internally and lowering attrition.
Sr. Software Engineer → QA Manager
BlueStacks
04.2012 - 03.2018
- Built foundational QA and support systems during early-stage startup growth.
- Mentored teams and embedded a quality-first, customer-first culture that scaled with the company.
Sr. Software Engineer – Test
Clickable India Pvt Ltd
11.2010 - 05.2012
- Delivered QA test plans, functional/system testing, and regression validation for enterprise-grade platforms.
- Defined documentation and escalation processes to strengthen engineering–support collaboration.
- Ensured high-quality releases through cross-functional coordination.
Sr. Software Test Engineer
Guavus Network Systems
12.2009 - 05.2010
Sr. Software Test Engineer
Orange Business Services
10.2008 - 12.2009
Sr. Software Test Engineer
McAfee (Solidcore)
10.2005 - 10.2008
Accomplishments
- Built QA, Support, and Automation teams from the ground up, scaling to 125+ global members and launching a 24×7 support model that reduced response times by 60% and improved QA regression cycle by 35%.
- Modernized enterprise release governance processes, cutting rollback incidents by 40% and improving delivery predictability across multi-environment SaaS platforms.
- Implemented automation across QA and support workflows, including chatbots deployment that boosted CSAT by 30% and deflected Tier-1 tickets.
- Established enterprise operating cadence (QBRs, PRRs, Annual Planning), accelerating delivery by 25% and streamlining decision-making at the executive level.
- Led B2C (millions of users) and B2B SaaS platform scaling,
Skills
- Strategic Leadership & SaaS Ops and Delivery
- Enterprise Operating Cadence (QBRs, PRRs, Annual Planning)
- B2C Platform Scale (Millions of Users – BlueStacks)
- B2B Client Operations & Governance (nowgg)
- Support & Quality Excellence
- Global Product Support Leadership (24×7, SLA, Escalations)
- QA/Automation & Release Strategy
- Customer Experience Scaling (Chatbots, Localization, Community Ops)
- Processes, Metrics & People Growth
- Process Automation & Tooling (Jira, Confluence, TestRail, Zendesk, Freshdesk)
- Enterprise Metrics (CSAT, SLA, FRT, Utilization, Defect Escape)
Certification
- AI for Everyone (DeepLearning.AI / Andrew Ng)
- Google AI Essentials
- Python for Data Science & ML (IBM)
- Prompt Engineering for ChatGPT (Vanderbilt University)
- AI For Business Specialization (University of Pennsylvania) - WIP
Software
Jira / Bugzilla
Zendesk
HubSpot
Google doc/sheets/sites
Education
Master of Computer Applications -
06-2005
Bachelor of Science - Mathematics
01.2002
Languages
English
Hindi
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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