Program Manager focused on guiding site leadership by developing and implementing a resilient site strategy & deployment approach, optimizing capacity planning initiatives & executing programs and managing information flows to improve morale, build efficiency and create communities. Lead internal communication, Corporate Social Responsibility (CSR), employee rewards & recognition programs with the objective of improving the quality of life at the workplace for Microsoft CSS employees. Successfully implemented a reliable and sustainable work from home model to ensure business continuity for the entire Microsoft India Customer Service & support business comprising 2000+ professionals.

Operations manager for the Microsoft India, Customer Service & Support business and a key part of the site leadership team. Responsible for driving governance, data analytics & insights operations to support decision making, forecasting & capacity planning, strategic initiatives and customer experience improvements.

Created the standards for transforming the service delivery function through the LEAN process improvement methodology. Management of the program to implement strong governance ensuring sustainable change, program reporting, pipeline & resource management, risk & issue management.

Compiled & managed Quality strategies for the business & partnered with the business leaders in achieving their quality assurance targets.Performed root cause analysis (RCA), KPI analysis , recurring defects/themes analysis to identify key drivers of customer satisfaction, established relationship between customer satisfaction & internal operational metrics.

- Drive monthly/quarterly business reviews with stakeholders to discuss the current performance, challenges & drive initiatives to improve quality of service- Perform root cause analysis (RCA), KPI analysis , recurring defects/themes analysis to identify key drivers of customer satisfaction, establish relationship between customer satisfaction & internal operational metrics

Drive process improvements in the organization through the usage of six sigma DMAIC methodology.

Drive process quality in the organization through “COPC” (Customer Operations Performance Center), ISO 270001 , Six sigma