Clive Dsouza

Senior Program Manager - Map Data Apple - Maps Platform & Ecosystem | Hyderabad Jun 2017 - Present

• Managed a $20M+ budget for geolocation products and services, transforming Apple Maps into a leading mapping platform recognized for its exceptional accuracy, quality, and cost-efficiency.
• Delivered a 5X boost in operational efficiency through automation and AI-driven map-building processes.
• Improved map anomaly detection precision by 40%, reducing errors impacting navigation and ensuring reliable data integrity.
• Enhanced routing accuracy by 25% with geo-specific optimizations, such as addressing jug handles in Spain and hook turns in Australia.
• Contributed to a 15% increase in user navigation satisfaction by designing features that address regional nuances in Southeast Asia, including narrow roads and unique traffic patterns.
• Conducted over 50 A/B experiments with Engineering, Data Science, and HCI teams, leading to a 20% uplift in critical metrics such as time-to-destination accuracy and route reliability, enabling seamless release and post-release maintenance.

• Spearheaded the development of location-based services, improving algorithm performance by 30% and increasing Point of Interest (POI) coverage by 25% through strategic partnerships and data integration.
• Built and maintained a crowdsourcing platform that processed over 10 +monthly map edits, enhancing data freshness & accuracy.
• Developed a prioritization matrix that accelerated the resolution of high-impact map edits by 50%.
• Evangelized the adoption of machine learning (ML) models, automating the detection of speed limits and traffic signs, which improved map data accuracy by 35%.
• Collaborated with vendors to achieve a 95% on-time delivery rate, ensuring adherence to contractual obligations and quality standards.

• Improved customer satisfaction for Avon from85% to95% by implementing operational excellence and multi-modal support strategies
• Enhanced team efficiency through the development of a knowledge solution platform, streamlining customer service workflows

• Guided and inspired a team of30, specializing in expert technical support through email for one of the largest insurance providers
• Garnered client accolades for shaping the best operations team during my tenure
• Achieved the Champ of the Quarter award in Q12007 for exceptional contributions to the client account

• Managed Level2 customer support for Microsoft, overseeing a team across voice, email, and chat channels
• Successfully coached team members through personalized1-1 sessions, driving individual and collective improvement
• Implemented calibration and Gage R&R techniques to ensure consistency and precision in performance evaluations
• Optimized operations, achieving improvements in response times, and streamlined processes for heightened efficiency and customer satisfaction