As vice president of client operations at Gorilla 76, Sultana Mangal leads the charge in optimizing how our people, processes and products come together to serve our clients. She’s the architect behind the client journey — from onboarding through long-term engagement — and is accountable for delivering client outcomes, retaining relationships and improving every operational touchpoint along the way.
Relentlessly customer-obsessed, Sultana is also the author of The Customer Experience Leader (TCXL), a newsletter built for CX pros looking to improve their practice by a few degrees every day.
Sultana’s leadership framework is rooted in lived experience. A first-generation Afghan-American, she credits her foundational philosophy to the tradition of Afghan hospitality — where genuine warmth, attention to detail and respect for others form the standard. To her, operational excellence isn’t a process chart; it’s a competitive differentiator built on trust and human connection.
A graduate of the FOCUS St. Louis Emerging Leaders program and an alumna of both The Samovar Network and the Afghan-American Community Organization (AACO), Sultana utilizes the collaboration and leadership skills honed in these environments to model tough conversations — with compassion, clarity and care.
Sultana holds a master’s degree in business administration from Webster University. She began her career in retail, rose through the client service ranks at Gorilla 76, and today brings that same hands-on mindset to our leadership team.
