Shruti Saini
Ashburn
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.
Overview
20
20
years of professional experience
Work History
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 the 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 global organization of 125+ across QA, Automation, and Support, serving millions of consumers and enterprises.
- Transitioned release cadence from monthly to fortnightly, balancing planned, emergency, and partner-specific builds.
- Orchestrated delivery of over 200 concurrent partner installers using risk-based testing and automation strategies.
- Established release governance with QA-controlled Jenkins builds and commit discipline, reducing rollbacks by 60%.
- Implemented backend release stream with pre-production gates and contract testing, minimizing wasted test cycles by 45%.
- Migrated support operations from Gmail and forums to Zendesk, enhancing macros, localization, and reporting flows.
- Launched 24/7 global support model and introduced Dialogflow chatbot to deflect Tier 1 queries, reducing response times by 60% and improving CSAT by 30%.
- Pioneered talent mobility programs to fill 30% of roles internally while lowering attrition rates.
Sr. Software Engineer → QA Manager
BlueStacks
04.2012 - 03.2018
- Company Overview: (India)
- 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.
- (India)
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
Education
Master of Computer Applications -
U.P.T.U
India01.2005
Bachelor of Science - Mathematics
Delhi University
India01.2002
Skills
Strategic leadership and SaaS operations
- Operational excellence in SaaS delivery
- Enterprise cadence management (QBRs, PRRs, annual planning)
- B2C platform scaling (millions of users)
- B2B client governance and operations
Quality assurance and support
- Global product support leadership (24/7, SLA, escalations)
- QA automation and release strategy
- Customer experience enhancement (chatbots, localization, community ops)
Process optimization and growth metrics
- Process automation tools (Jira, Confluence, TestRail, Zendesk, Freshdesk)
- Enterprise performance metrics (CSAT, SLA, FRT, utilization, defect escape)
Websites
Languages
- English
- Hindi
Languages
English
Professional
Hindi
Professional
References
References available upon request.
Timeline
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
Master of Computer Applications -
U.P.T.U
Bachelor of Science - Mathematics
Delhi University
Similar Profiles
Shruti SainiShruti Saini
Director of Operations at BlueStacks / now.gg IncDirector of Operations at BlueStacks / now.gg Inc
Gaurav MehtaGaurav Mehta
Senior Lead Developer at Now.ggSenior Lead Developer at Now.gg
Vinay BajajVinay Bajaj
Senior Associate – Campaign Manager at Bluestacks and Now.ggSenior Associate – Campaign Manager at Bluestacks and Now.gg
Gabrielle WilliamsGabrielle Williams
PACU Volunteer at VCU HealthPACU Volunteer at VCU Health
Zainab ChaudaryZainab Chaudary
Server at Waltonwood Senior LivingServer at Waltonwood Senior Living