Manav Gupta
Product, Operations & Customer Success Executive
San Francisco Bay Area
Summary
Global product and operations executive with 25+ years across Payments, Trust & Safety, and Risk Management. Expert in scaling global programs, driving operational efficiency, and delivering measurable results through strategic planning, process design, and rapid product innovation.
I've led multi-million dollar portfolios at Airbnb, Meta, Intuit, Visa, and PayPal — building systems that protect communities at scale while preserving the human judgment that no algorithm fully replaces.
Experience
Director, Global Trust Defense Product & Operations
- —Directed a multi-million dollar portfolio covering Financial Fraud, Content Integrity, Identity, and Safety.
- —Oversaw operational tools leveraging agentic AI to improve decision accuracy, generative AI for case summarization to reduce AHT, and ML-driven risk signals to reduce false detections.
- —Built and deployed a Salesforce backend for workflow optimization, routing, and queue prioritization.
- —Managed a team of specialized agents to handle high-profile cases worldwide, leading thousands of partner agents across partner management, contracts, workforce planning, and quality improvements.
- —Led a team of ex-law enforcement agents (FBI, Secret Service, Interpol) as first responders in life-safety incidents.
Product & Technical Program Manager, Payments
- —Directed design, integration, and delivery of Facebook's payment gateway platform across Stripe, PayPal, Cielo, and Shopify in the US, UK, and Brazil.
- —Oversaw partner alignment, technical integration, certification, contracts, and platform launches with payment processors and commerce platforms.
- —Shaped business development, partnerships, marketing, and GTM strategy for Facebook's C2C marketplace, Shops, and Charitable Giving Platform.
Director, Product Management, Customer Success
- —Directed product design and customer experience for QuickBooks Payments, Capital, and Developer Platform.
- —Improved discoverability by 60pp and reduced escalations by 81% through AI chatbot and self-help content strategy.
- —Cut operational expenses by 28% through workflow, routing, staffing, and product efficiencies.
- —Led professional services team delivering white-glove experiences for high-value clients.
Vice President, Product Management
- —Directed product innovation, design, agile transformation, international expansion, pricing, competitive analysis, and GTM strategy for a dispute resolution platform.
- —Negotiated issuer and acquirer platform partnerships (Pegasystems, Data Support Systems, Lean Industries), driving 25% annual network growth.
Director, Product Management, Risk
- —Led product and marketing teams to execute the strategic vision for the Resolutions and Protections Platform, managing ACH, credit, and debit card claims and chargebacks.
- —Integrated risk and resolution platforms with Apple, Microsoft, Facebook, and PayPal Credit.
- —Delivered 100M impressions, $2B transaction volume, 3bps loss reduction, and 10% fewer escalations.
Senior Director, Global Product Innovation
- —Launched Visa Checkout (V.me) globally, driving alternative payment adoption.
- —Led product, customer experience, engineering, and GTM for Visa Developer Platform across Visa, PlaySpan, CyberSource, and Authorize.Net.
- —Developed and secured approval for a $2B CyberSource acquisition.
Senior Program Manager, Bing & adCenter
- —Designed and launched catalog, contract, accounting, and operations tools for the digital commerce platform.
- —Integrated risk management for JellyFish and Farecast acquisitions, unlocking $100M in incremental ad revenue.
- —Developed and launched recurring and prepaid subscription capabilities for the commerce marketplace.
Education
Patents
Dynamic widget generator apparatuses, methods and systems
Social Checkout Widget Generation and Integration Apparatuses, Methods and Systems
Payment platform interface widget generation apparatuses, methods and systems
System and Method of Providing Customer Purchase Propensity Information to Online Merchants
Skills
Publications
User-Centered Web Site Development: A Human-Computer Interaction Approach
A foundational text on applying HCI principles to web design and development — bridging computer science theory with real-world usability practice.
Recommendations
“Manav sets a high bar for team leadership and management. He leads with empathy, practices active listening, and responds with clarity. Although I was only on his team a short while, Manav instilled a sense of confidence, inspiration, and integrity that has stayed with me ever since. He mentored me with a level of wisdom which is rare for managers. When I asked what books would help, he recommended the very best. When I asked for help to learn more about the many products of Intuit, he sprung into action, canceled a meeting, and pulled out a whiteboard. And when I showed him my work, he knew exactly how to shine a light on success while thoughtfully highlighting opportunities, without deflating passion or confidence. He inspired me to stay curious, remain open to change, and always look for the complexities of deceivingly simple problems. Thanks to Manav, I have the confidence to navigate ambiguity with humility, and take meaningful risks.
“Manav is an excellent product leader. He has an amazing depth of payments and product knowledge. He is very collaborative and easy to work with. Highly recommend him!