Nazneen Khan
Team Manager – Content Engineering
Delhi
Summary
Versatile and strategic Program & Operations Manager with 11+ years of success in global SaaS, IT, and product-based environments. Skilled in aligning technical operations with business goals, leading cross-functional teams, and driving continuous improvement across customer onboarding, quality assurance, and support engineering. Known for blending analytical thinking with change leadership to enhance efficiency and customer experience. Certified in Scrum, ITIL, and PROSCI Change Management.
Overview
14
14
years of professional experience
2
2
years of post-secondary education
6
6
Certifications
Work History
Team Lead – Content Engineering
Global Logic Technologies
03.2024 - Current
- Lead 50+ Tier 1 support engineers across omni-channel platforms (chat, phone, email), improving resolution time by 25% and reducing escalations by 30%.
- Built case triage processes and operational workflows that improved global support consistency.
- Designed and deployed knowledge base strategies that cut onboarding time by 35%.
- Collaborated with engineering and product teams to enhance support tools, reducing repeat tickets by 20%.
- Developed real-time dashboards and performance reports to monitor SLA adherence.
- Spearheaded training and upskilling initiatives, enhancing team versatility and productivity.
Quality Lead – Operations
Adobe Systems Inc.
03.2021 - 04.2023
- Designed quality control frameworks increasing compliance scores by 20% and customer satisfaction by 15%.
- Analysed support data to improve workflows and identify strategic optimization opportunities.
- Collaborated with governance teams to deliver tailored SaaS operations across regions.
- Led audits and assessments, ensuring continuous improvement and operational readiness.
Digital Experience Program Manager
Adobe Systems Inc.
01.2018 - 02.2021
- Directed digital transformation initiatives across global teams, achieving 95% adoption of new tools.
- Reduced customer onboarding time by 40% through improved automation and enablement design.
- Developed impact assessment, training, and communication strategies for seamless change integration.
- Partnered with UX, product, and support teams to align operations with customer needs.
- Conducted stakeholder alignment workshops to ensure program transparency and continuity.
- Introduced KPIs for engagement, adoption, and churn mitigation, delivering executive reports.
Senior Service Quality Analyst / Product Consultant / Onboarding Specialist
Adobe Systems Inc.
03.2014 - 01.2018
- Conducted process audits, implemented improvements, and supported customer onboarding across diverse digital products.
- Coordinated between internal teams and customers to enhance product value and retention.
- Delivered customer training and provided feedback to improve product usability.
Process Associate
EXL Service
08.2012 - 03.2014
Technical Support Officer (TSO)
HCL Technologies Ltd.
08.2011 - 08.2012
Education
MBA (Global MBA) -
Liverpool Business School
United Kingdom 01.2022 - 12.2022
B.Tech - Electronics & Communications
JPIET
01.2011 - 12.2011
Skills
- Program & Project Management
- SaaS Customer Enablement
- Operational Strategy & Optimization
- Change Management
- Cross-Functional Stakeholder Management
- Quality Assurance & Service Design
- Process Automation & BI Reporting
- Technical Support Leadership
Certification
Certified Scrum Master
Timeline
Team Lead – Content Engineering
Global Logic Technologies
03.2024 - Current
MBA (Global MBA) -
Liverpool Business School
01.2022 - 12.2022
Quality Lead – Operations
Adobe Systems Inc.
03.2021 - 04.2023
Digital Experience Program Manager
Adobe Systems Inc.
01.2018 - 02.2021
Senior Service Quality Analyst / Product Consultant / Onboarding Specialist
Adobe Systems Inc.
03.2014 - 01.2018
Process Associate
EXL Service
08.2012 - 03.2014
Technical Support Officer (TSO)
HCL Technologies Ltd.
08.2011 - 08.2012
B.Tech - Electronics & Communications
JPIET
01.2011 - 12.2011
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