Mayur Goswami
Operations Manager – ML Data Operations
Hyderabad
Summary
Sr. Manager with 16+ years of experience leading AI/ML operations and technology-driven initiatives. Skilled in managing large teams, driving operational excellence, and delivering machine learning solutions that improve business outcomes. Proven track record in strategic leadership, process optimization, cross-functional collaboration, and talent development, aligned with organizational goals.
Overview
16
16
years of professional experience
Work History
Operations Manager
AMAZON INDIA
07.2020 - Current
- Manager-1 Operations: July 2020 - Present
- Led a cross-functional team of 78 associates in executing a strategic New Project Initiative (NPI), achieving 120% of target goals and directly contributing over $50 million to organizational profitability through operational excellence and process optimization.
- Managed 5 teams (120+ associates) supporting ML model development and deployment, improving model confidence by 15%
- Oversaw people and performance management, ensuring high productivity, engagement, and retention
- Led cross-functional collaboration to streamline workflows, enhance communication, and optimize operational efficiency (~10% faster turnaround)
- Implemented KPIs/OKRs and continuous improvement initiatives to track performance and close operational gaps
- Drove innovation and process improvements, including AI-driven automation that boosted efficiency by 20% and reduced manual work by 30%
- Managed safety and pilot programs, reducing incidents by 25%
- Promoted leadership principles across teams, fostering ownership, customer focus, and operational excellence
Assistant Manager Operations
CONCENTRIX India Pvt Ltd
11.2017 - 07.2020
- Managed a team of 25–30 associates in a YouTube (Google) content moderation process (video review)
- Led people and performance management to consistently meet quality and productivity targets
- Conducted quality audits and weekly client calibrations to maintain standards
- Supported hiring and onboarding by conducting operations interviews
- Managed workforce planning including rostering, scheduling, and task allocation (CWT adherence)
- Provided daily floor support, team communication, and issue resolution
Operations Team Leader
SITEL India Ltd
10.2010 - 11.2017
- Team Leader: July 2011 - Nov 2017
- Managed a team of 20–25 associates for a US-based ISP (Earthlink), ensuring service delivery and performance targets
- Handled escalations, customer issues, and technical troubleshooting to maintain high customer satisfaction
- Led daily operations including queue management, performance monitoring, and team coaching
- Improved team efficiency through process optimization and effective cross-functional communication
- Prepared performance reports and drove the team to consistently meet/exceed targets
- Acted as UAT Test Lead for Windows 8 and Office 2013 rollout, managing a team of 5 associates
- Built strong relationships with stakeholders, clients, and internal teams
Customer support representative
KNOAH Solutions
12.2009 - 06.2010
- Customer Support Representative (Dec 2009 – Jun 2010): Provided technical and billing support for US-based client (AWH), resolving customer queries efficiently.
Education
MBA - Human Resources Development
Acamady of Management Studies
Hyderabad05-2015
B.Tech - Computational Science
Younis Sultan Collage of Engineering
Hyderabad, India 04.2001 -
Skills
Operations monitoring
Data analysis
Business development
Workflow optimization
Client relationships
Problem-solving
Planning and implementation
Project management
Performance management
COMPUTER PROFICIENCY
- Testing Tools- Manual Testing
- Basics of Linux Administration
- MS Office
- Basic business objects
- Knowledge on Remedy Tickets &Tech Support troubleshooting
DEVELOPMENT COURSES
- Leadership Qualities
- People Management
- Performance Management
- Client Management
- Introduction to work force management
Timeline
Operations Manager
AMAZON INDIA
07.2020 - Current
Assistant Manager Operations
CONCENTRIX India Pvt Ltd
11.2017 - 07.2020
Operations Team Leader
SITEL India Ltd
10.2010 - 11.2017
Customer support representative
KNOAH Solutions
12.2009 - 06.2010
B.Tech - Computational Science
Younis Sultan Collage of Engineering
04.2001 -
MBA - Human Resources Development
Acamady of Management Studies