Summary
Overview
Work History
Education
Skills
Awards
Languages
PERSONAL DETAILS
Timeline
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RITESH GUPTA

RITESH GUPTA

Bangalore

Summary

Dynamic, results-driven leader with 20+ years of experience in global support operations, customer experience, and contact center management. Proven track record in scaling support organizations across SaaS, media, e-commerce, and telecom industries. Adept in leading cross-functional global teams, driving digital transformation, and delivering business growth through operational excellence, data insights, and people development.

Overview

19
19
years of professional experience

Work History

Director, Support Services

Twilio Inc.
Bangalore
03.2025 - Current
  • Lead global customer support operations for Voice, Platform Applications, and Segment business units with teams across APJ, EMEA, and AMER.
  • Manage senior M4 leaders and 300+ front-line technical support engineers across in-house and BPO partner teams.
  • Deliver best-in-class customer experience while driving down cost-to-serve through AI-enabled support tooling and analytics-driven process improvements.
  • Act as the executive escalation leader for top-tier clients; built escalation frameworks that reduced TTR by 28% in 90 days.
  • Achieved YoY CSAT improvement of 7% and reduced repeat contacts by 15% through automation and first-touch resolution initiatives.
  • Partner with Product, Engineering, WFM, Quality, and SE teams to enable seamless launch of new features and bug triage workflows.
  • Established a robust MBR and QBR operating cadence aligned with VP-level business reviews, data transparency, and key insights.
  • Spearheaded a leadership development program for M3s and M4s resulting in 3 internal promotions to Director-level roles.

India Operations Lead (Sr. Manager, L7)

Amazon – Prime Video T&S Operations
Bangalore
06.2024 - 03.2025
  • Oversaw India risk and compliance technical operations for Amazon Prime Video, including content moderation, complaint handling, and risk mitigation.
  • Managed 1,700+ headcount across four partner sites and internal teams.
  • Developed and launched AI-driven content moderation tools reducing manual effort by 45%.
  • Built escalation playbooks and SOPs for regulatory compliance and improved turnaround times for sensitive content issues.
  • Strengthened vendor partnerships and standardized performance metrics across all sites.

Head – Call Centre Operations

Nurture.farm (UPL Ltd)
Bangalore
08.2020 - 06.2024
  • Built global customer service organization from scratch, scaling to 2,000+ support professionals across domestic and international operations.
  • Designed and implemented omnichannel support across phone, email, and WhatsApp, supporting 10M+ customers and 80K+ retailers.
  • Created automated support flows using AI/ML-powered chatbots and voicebots, reducing contact volume by 30%.
  • Partnered with Sales, Product, Tech, and Finance teams to align customer ops with market expansion goals.
  • Owned key metrics: CSAT (95%), SLA (98%), and NPS (75%), while optimizing costs through process automation.
  • Oversaw vendor onboarding, quality audits, workforce planning, and training infrastructure.

Manager, SPS Ops

Amazon India (Seller Partner Support)
Bangalore & Hyderabad
08.2016 - 08.2020
  • Managed 500+ in-house support associates and 30+ L4-L5 managers across UK, DE, FR, ES, UAE, and NA seller support.
  • Launched multilingual inbound support operations for EMEA regions.
  • Delivered key support KPIs: CSAT 93%, AHT reduction, and improved First Contact Resolution (FCR).
  • Owned stakeholder communication, business continuity planning, and deep dive analytics.
  • Recognized with multiple leadership awards and selected for Amazon Global Excelerator Program.

Customer Service Leadership Roles

Vodafone India Ltd.
India (Delhi, Kashmir, Jammu)
12.2006 - 08.2016
  • Held multiple leadership positions culminating in Senior Manager – Customer Service (North India), leading operations for 1.6M+ subscribers.
  • Managed 2,650+ associates across inbound/outbound contact centers and 50+ retail locations.
  • Spearheaded customer complaint management, social media response, and regulatory (TRAI) compliance.
  • Delivered CSAT/NPS improvement programs, quality benchmarks, and regional coaching frameworks.
  • Led new store rollouts, customer lifecycle programs, and retention initiatives.
  • Multiple IMAD (I Made a Difference) award winner for driving strategic transformation.

Education

Executive Program - Strategic Management

IIM Ahmedabad
01.2022

MBA - Retail & Marketing

Sikkim Manipal University
01.2016

B.Sc. - Mathematics & Physics

Jammu University
01.2004

Skills

  • Salesforce Service Cloud
  • Twilio Flex
  • Zendesk
  • Tableau
  • JIRA
  • Asana
  • Google Workspace
  • MS Office Suite

Awards

Won Best vertical head Award for continuous 3 years in UPL Ltd. Best L5 Team Manager, Amazon (H2 2016, H1 2017, H2 2018, Q1 2019), nominated for Amazon Global Excelerator Program (Seattle, 2018), 6-time IMAD Award winner – Vodafone India

Languages

English, Hindi

PERSONAL DETAILS

  • Date of Birth: 1984-04-03
  • Location Preference: India, Europe, USA (Valid US B1 Visa)

Timeline

Director, Support Services

Twilio Inc.
03.2025 - Current

India Operations Lead (Sr. Manager, L7)

Amazon – Prime Video T&S Operations
06.2024 - 03.2025

Head – Call Centre Operations

Nurture.farm (UPL Ltd)
08.2020 - 06.2024

Manager, SPS Ops

Amazon India (Seller Partner Support)
08.2016 - 08.2020

Customer Service Leadership Roles

Vodafone India Ltd.
12.2006 - 08.2016

Executive Program - Strategic Management

IIM Ahmedabad

MBA - Retail & Marketing

Sikkim Manipal University

B.Sc. - Mathematics & Physics

Jammu University

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