Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
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SANDEEP RAJ S

SANDEEP RAJ S

Ops Manager
Bangalore,KA

Summary

Seasoned Customer Success & Operations Leader with 11+ years of experience driving operational excellence across high-growth environments. Demonstrated success in evolving customer support vision and architecting scalable, tech-enabled support processes that deliver measurable improvements in CSAT, FCR, and SLA metrics. Strong track record of building and inspiring multi-layered teams, championing a people-first culture rooted in ownership and empathy. Strategic thinker and collaborator who partners effectively with Engineering, Product, and Business teams to ensure consistency across the customer lifecycle. Expertise in leveraging CRM platforms and analytics tools to surface actionable insights that inform leadership decision-making.

Overview

12
12
years of professional experience

Work History

MANAGER

TECH MAHINDRA
Bangalore
08.2023 - 12.2024
  • Led an offshore center with 100+ full-time employees across multiple shifts, managing the complete staffing lifecycle and reducing turnover by 25%.
  • Served as voice of the customer in strategic conversations with SAP leadership, presenting operational excellence model in Budapest that secured client approval for business expansion.
  • Built and inspired multi-layered support teams across shifts, nurturing 11 promotions/internal transfers within 6 months.
  • Architected scalable, tech-enabled support processes using Service Now (CRM Tool), developing playbooks, dashboards and automation during enablement.
  • Owned SLA delivery (consistently exceeding 95% targets) and quality metrics, creating a culture of accountability that improved operational quality scores from 73% to 91%.
  • Enhanced operational efficiency through robust Knowledge Management initiatives, reducing new team member ramp-up time from 8 weeks to 4 weeks.
  • Delivered measurable improvements in Customer Effort Score from 76.38% to 86.38%, maintaining above 85% consistently through proactive support models.
  • Orchestrated peak season operations during 200% volume surges while maintaining 95% quality scores through process improvements that reduced escalations by 35%.
  • Created KCS SAP technical notes that empowered users and reduced inbound volumes.
  • Conducted regular business reviews (WBR, MBR, QBR) with SAP leadership and collaborated effectively with cross-functional teams to exceed KPI targets.
  • Partnered deeply with Quality, Customer Service, and Project Operations teams to achieve consistent performance across the customer lifecycle.
  • Developed dashboards that informed resourcing decisions during successful onboarding of 250+ resources in record time while maintaining quality metrics.
  • Set appropriate KPIs and measured what mattered, including resolution time metrics (>75%) and customer satisfaction benchmarks.

AD POLICY MANAGER

AMAZON DEVELOPMENT CENTER
BANGALORE
12.2021 - 07.2023
  • Led and managed a high-performing team of 34 agents, including catalog leads, SMEs, and quality auditors, across multiple locations in India and abroad.
  • Successfully launched a new VCC work model for the ATO team, leading the pilot program including hiring, developing SOPs, and ensuring business continuity.
  • Architected scalable support processes and SOPs, successfully launching and implementing new programs (Orion, Egregious, Sensitive Topics).
  • Led automation initiatives, analyzing data to identify patterns and improve customer retention by enhancing product relevancy and search result quality.
  • Spearheaded ad policy projects that resulted in significant improvement in search relevancy rates from 85% to 98%, enhancing seller experience across marketplaces.
  • Collaborated with quality team to enhance search keyword relevance, leading to 10% increase in customer traffic and 3% increase in sales for Amazon sellers.
  • Oversaw product data quality maintenance, collaborating with Catalog team, Development team, program team and Amazon legal team.
  • Partnered with cross-functional teams to implement productivity tools and quality initiatives.
  • Developed and implemented performance metrics dashboard, enabling real-time decision making and 30% improvement in team productivity.
  • Defined success metrics for search relevancy and created actionable insights that informed leadership planning.

ASSISTANT MANAGER

AMAZON DEVELOPMENT CENTER
CHENNAI
03.2016 - 11.2021
  • Led and managed a high-performing team of 25-45 agents in a 24/7 environment, providing frontline support across multiple channels (phone, chat, email).
  • Orchestrated continuous improvement projects yielding 51 approved process enhancements with 84% implementation success rate.
  • Developed Job Aid for Executive Escalation during COVID-19 peak, addressing trailer drop zone errors with effective solutions.
  • Spearheaded process improvement initiatives resulting in 70% reduction in internal support tickets and improving first contact resolution rate from 75% to 89%.
  • Led the 'Transfer Rate Reduction' project, collaborating with Product to significantly reduce the transfer rate from 5.7% to 1.2%.
  • Spearheaded Voice of Customer program, identifying and resolving top 5 friction points, resulting in 40% reduction in repeat contacts and 25% improvement in Customer feedback scores.
  • Drove a project to reduce seller reimbursements by $100,000 by collaborating with the reimbursement quality team and identifying key issues.
  • Partnered with Product teams to improve tools and issue triaging, resulting in more efficient customer support operations.
  • Led strategic programs delivering over $2.5M in cost savings through innovative solutions, including development of an automated inventory management tool that reduced processing errors by 9%.
  • Built dashboards that tracked improvement initiatives and demonstrated ROI to leadership teams.

SELLER SUPPORT ASSOCIATE

AMAZON DEVELOPMENT CENTER
BENGALURU
02.2014 - 04.2015
  • Primary interface between Amazon and third-party sellers; provided phone, email, and chat support governed by internal service level agreements.
  • Partnered with clients and delivery teams to enhance key metrics, and managed client escalations.
  • Demonstrated end-to-end ownership of every seller interaction with proactive problem-solving.
  • Maintained exceptional performance in quality, productivity, first contact resolution, and attendance metrics.

BANKRUPTCY CONSULTANT

OCWEN FINANCIAL SOLUTION
BANGALORE
01.2013 - 11.2013
  • Handled customer operations and queries within stipulated time frames.
  • Managed high-level escalations within SLA requirements.
  • Participated in quality calibrations and process improvement initiatives.
  • Implemented action plans for performance improvement, including identifying training needs and monitoring post-training outcomes.

Education

Bachelor of Science - Computers

Indian Academy Degree College
07.2012

Skills

  • Leadership & Strategy
  • Customer Success Management
  • Operations Excellence
  • Cross-functional Collaboration
  • Data-driven Decision Making
  • SLA & Quality Management
  • Performance Coaching
  • Stakeholder Management
  • Process Improvement
  • CRM & Analytics Platforms
  • Escalation Management
  • Voice of Customer Programs

Certification

Power BI

Lean Six Sigma

Timeline

MANAGER

TECH MAHINDRA
08.2023 - 12.2024

AD POLICY MANAGER

AMAZON DEVELOPMENT CENTER
12.2021 - 07.2023

ASSISTANT MANAGER

AMAZON DEVELOPMENT CENTER
03.2016 - 11.2021

SELLER SUPPORT ASSOCIATE

AMAZON DEVELOPMENT CENTER
02.2014 - 04.2015

BANKRUPTCY CONSULTANT

OCWEN FINANCIAL SOLUTION
01.2013 - 11.2013

Bachelor of Science - Computers

Indian Academy Degree College

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SANDEEP RAJ SOps Manager