Ritesh Chugh
Senior Operations Leader – Global Workforce & Operations
Summary
Operations and shared services leader with 21+ years of experience, including 15+ years in leadership roles, driving global workforce operations, centralized delivery models, and large-scale operational transformation across in-house and BPO environments. Proven track record of leading global transitions, scaling high-performing teams, optimizing operational efficiency, and partnering with senior leadership to support business growth and organizational scalability.
Experienced in workforce strategy, operational governance, process harmonization, KPI management, capacity planning, and global hub collaboration across India, APAC, US, and EMEA regions. Strong expertise in building scalable operating models, driving continuous improvement, and leading cross-functional collaboration across Operations, HR, Recruitment, L&D, Finance, and Technology teams.
Overview
21
21
years of professional experience
Work History
Senior Operations Leader – Global WFM and Ops
Coinbase
11.2021 - Current
- Workforce Strategy: Directed global demand and supply planning, scheduling, and real-time operations across 25+ LOBs, consistently delivering >90% planning accuracy in highly volatile crypto market conditions. (CX- Consumer)
- Change Management: Orchestrated large-scale offshore transitions impacting 3,000+ FTEs while maintaining service quality, operational stability, business continuity, and a leaner experience.
- Risk, Performance & Operational Excellence: Established KPI/KRI frameworks, operational guardrails, SOPs, and SMART metrics including P99 SLA, Training Effectiveness, QA Audit Compliance, and CE Rate while driving process harmonization, automation, and continuous improvement initiatives to improve scalability, service quality, and customer experience.
- Stakeholder Management: Translated global business strategies into executable operational plans, successfully delivering multiple high-impact site launches within aggressive timelines.
- Cross-Functional Leadership: Partnered with Operations, Recruitment, Training, and L&D teams to accelerate hiring, onboarding, workforce readiness, and operational scalability.
- Vendor & Financial Governance: Managed global BPO partnerships, vendor scorecards, ramp readiness, budgeting, and billing governance while implementing optimized billing models—including line adherence and pay-per-contact structures—based on queue complexity, coverage, and location to improve scalability and cost efficiency.
- People Leadership:Built and scaled high-performing global teams focused on accountability, collaboration, and continuous improvement, consistently achieving 95%+ pulse survey scores and earning recognition multiple times across organizations as a top people manager.
- Quality Governance: Built and led centralized QA operations, driving 200 bps QoQ quality improvement and ~20% increase in CSAT through audit excellence, performance transparency, and data-driven interventions, while successfully supporting multiple DFS audit readiness and resolution of regulatory queries.
- Compliance & Process Optimization: Partnered with Compliance teams to implement operational best practices, redesign SOPs, optimize routing models, and define case-routing logic—driving 2.5% productivity improvement, eliminating operational leakages, and delivering ~$1M in annualized savings.
- Campaign Operations & Demand Readiness: Partnered with Product and Marketing teams to operationalize high-volume campaigns, ensuring seamless demand absorption within SLA targets and zero impact on customer experience.
- Centralization & Shared Services Transformation: Directed migration of critical operations into centralized COE hubs while strategically outsourcing frontline support to BPO partners, enabling scalable growth, standardized processes, improved quality, higher CSAT scores, optimized costs, and seamless business continuity.
Senior Manager – APAC Workforce Operations
Uber
01.2019 - 10.2021
- Led APAC Workforce Management COE operations supporting centralized service delivery and operational governance.
- Managed workforce planning, operational reporting, KPI governance, and process standardization initiatives.
- Partnered with senior leadership on operational expansion, budgeting, workforce optimization, and site readiness.
- Built and developed high-performing operational teams across multiple geographies.
- Drove process improvement and operational excellence initiatives to improve efficiency and service delivery.
- Scaled APAC COE Workforce Management team from 4 to 21 members.
- Supported launch and operational readiness for the Uber Vizag site.
- Delivered measurable cost savings through operational optimization initiatives.
Manager – Workforce Management
Wipro
01.2015 - 01.2019
- Led workforce management operations across multiple technical support programs.
- Managed forecasting, staffing strategy, scheduling, and capacity planning for 15+ campaigns.
- Supported operational governance, workforce optimization, and service delivery improvement initiatives.
Manager – Workforce Planning
IGATE
11.2014 - 06.2015
- Managed workforce planning engagements supporting forecasting, scheduling, and operational planning initiatives.
- Partnered with business development and leadership teams on operational modeling and workforce solutions.
Lead Business Analyst
American Express
04.2012 - 10.2014
- Developed forecasting and budgeting models to support operational planning and resource allocation.
- Managed capacity optimization and delivered analytical insights to improve operational efficiency.
Assistant Manager – Workforce Planning
Wipro
01.2005 - 04.2012
- Supported workforce planning, forecasting, reporting, automation, and operational improvement initiatives.
- Led reporting standardization and workforce analytics programs to improve operational visibility and efficiency.
Education
B.Com -
Delhi University
Delhi, India 04.2001 -
Skills
Global Shared Services & Operations Leadership
Cross-Functional Stakeholder Management
Workforce Planning & Capacity Management
Process Transformation & Centralization
KPI/KRI Governance & Executive Reporting
Operational Excellence & Continuous Improvement
Transition & Change Management
Vendor & BPO Governance
Team Leadership & Talent Development
Operational Readiness & Training Support
Cost Optimization & Scalability
Tableau, Looker & Workforce Analytics
Timeline
Senior Operations Leader – Global WFM and Ops
Coinbase
11.2021 - Current
Senior Manager – APAC Workforce Operations
Uber
01.2019 - 10.2021
Manager – Workforce Management
Wipro
01.2015 - 01.2019
Manager – Workforce Planning
IGATE
11.2014 - 06.2015
Lead Business Analyst
American Express
04.2012 - 10.2014
Assistant Manager – Workforce Planning
Wipro
01.2005 - 04.2012
B.Com -
Delhi University
04.2001 -
TECHNOLOGY & ANALYTICS
- Tableau
- Looker
- Workday
- Verient
- Maestro
- Nice
- Service Now
- Anaplan
- Six Sigma Certification in Forecasting
- Lean Certification for Scheduling tool
- Advanced Microsoft Office and Google suits
- Workforce Management Tools
- Reporting & Dashboarding