Headline

Assistant Operations Manager

About

Operations and service delivery professional with 17+ years of experience leading large-scale operations across content moderation, AI/ML operations, customer service, chat support for software and telecommunications clients, order management, email support, and people leadership. Experienced in managing multiple workflows supporting 190-200 FTEs, with accountability for SLA and KPI delivery, quality, productivity, workforce and capacity planning, stakeholder management, operational governance, risk mitigation, escalation management, and continuous improvement. Proven ability to coach leaders, strengthen operational controls, improve process maturity, and translate performance data into practical business actions.

Location

Bengaluru

AI stack

claude

elevenlabs

gemini

metaai

n8n

notebooklm

Work experience

Assistant Operations Manager at Accenture, Sep 2021 - Present · 5 yrs 2 mos, Bengaluru, Karnataka, India

Business Operations Senior Analyst (Team Lead) at Accenture, Jul 2018 - Oct 2021 · 3 yrs 4 mos, Bengaluru

Operations Team Lead at [24]7.ai, Mar 2013 - Jul 2018 · 5 yrs 5 mos, Bengaluru, Managed a 25+ FTE team across customer service chat and order management operations for software and telecommunications clients. • Coordinated frontline delivery across service channels, monitored performance, managed escalations, and maintained customer- focused execution. • Conducted coaching, performance reviews, workload allocation, schedule coordination, and team engagement activities. • Worked with cross-functional stakeholders to resolve delivery concerns, improve process adherence, and support team capability development.

Order Management Specialist & SME at [24]7.ai, Mar 2011 - Feb 2013 · 2 yrs, Bengaluru, Served as a Tier 2 order management specialist and SME for a leading US software client, resolving order processing, fulfillment, and customer escalation queries through chat and email support. • Managed rebate claim administration through chat support, including customer assistance, claim validation, eligibility verification, and resolution of rebate-related queries. • Performed KYC and customer validation for educational orders to confirm eligibility and authorize academic discounts. • Provided basic troubleshooting for software installation, activation, licensing, account access, and product feature usage. • Identified relevant upselling and cross-selling opportunities while maintaining a customer-centric support experience. • Supported process documentation, knowledge sharing, analyst coaching, escalation resolution, and SLA adherence.

Customer Service Executive at [24]7.ai, Aug 2009 - Feb 2011 · 1 yr 7 mos, Bengaluru, Delivered customer service through chat support for a leading US software client. • Resolved customer queries while meeting quality, productivity, and customer experience requirements. • Supported customer service requirements and escalated complex issues through defined channels.

Education

MBA - Master of Business Administration, Operations Management, Sikkim Manipal University - Distance Education

Master of Business Administration, Operations, Sikkim Manipal University - Distance Education