Open to opportunities

Aindreas Kugler

@aindreaskugler

Operations leader transforming departments with SOPs, automation, and data-led decisions to boost customer satisfaction.

Spain

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What I'm looking for

I’m looking for a role where I can rebuild operations with SOPs, automation, and dashboards—leading distributed teams, owning KPI/SLA outcomes, and improving onboarding and customer experience with continuous, data-led iteration.

I’m an operations leader known for transforming underperforming departments, building high-impact teams, and driving measurable improvements in efficiency, onboarding, and customer satisfaction. I lead cross-functional initiatives and turn messy workflows into scalable processes that teams can execute consistently.

Most recently as a Senior Operations Lead (remote), I led a department of 100 people across distributed teams—setting strategy tied to business KPIs and standardizing documentation standards. I introduced a new SOP for case assignment, cutting customer wait times by 95%+ and sustaining service excellence, while cross-functional role conversion enabled 24/7 coverage and reduced staffing needs by ~30%.

Earlier, as a Web Team Manager/Department Lead, I built and managed the web department from the ground up, reducing customer onboarding time from 48+ hours to under 2 hours through automation and process redesign. I also led a Zendesk-to-Salesforce transition (training other departments) and developed a Zendesk automation system using API integrations (WHOIS, DNS, WhatCMS), cutting onboarding time by 70% and reducing errors to near zero.

Experience

Work history, roles, and key accomplishments

Senior Operations Lead

MicrosoftF

Jan 2025 - May 2025 (4 months)

Promoted to lead a department of 100 people across distributed teams, driving strategy, staffing, and operational performance. Introduced a new SOP for case assignment, cutting customer wait times by 95%+ and improving efficiency by ~30% through cross-functional coverage and structured change management.

Operations Management SOP Development Change Management Workforce Planning Customer Experience Strategy Power BI Workflow Automation Zendesk Salesforce

Operations Lead

MicrosoftF

Oct 2024 - Jan 2025 (3 months)

Led data-driven initiatives to improve departmental KPIs and strategic execution. Built Power BI dashboards to reduce manual reporting and used A/B-tested communications templates to increase engagement and customer feedback collection.

Power BI KPIs Process Improvement A B Testing Customer Feedback Excel Performance Measurement

Team Lead - Outreach

MicrosoftF

Jun 2024 - Oct 2024 (4 months)

Led outreach and onboarding operations for Microsoft 365 trials, creating templates and communication flows to improve customer insight capture and adoption rates. Maintained top-rated performance across quality and coaching metrics.

Customer Onboarding Outreach Workflow Design KPI Tracking Experimentation Process Optimization CRM Management Customer Experience

Web Team Manager

Flipdish

Jan 2021 - Jan 2023 (2 years)

Built and managed the web department from the ground up, leading two teams (~10 staff) and cutting customer onboarding time from 48+ hours to under 2 hours via automation and process redesign. Managed end-to-end hiring and led the transition from Zendesk to Salesforce by building workflows and training other departments.

Team Leadership Process Management Workflow Automation Zendesk Salesforce Hiring Customer Experience Training & Enablement

Web Team Lead

Flipdish

Jan 2020 - Jan 2021 (1 year)

Served as sole web team lead, overseeing department operations and technical implementation. Formalized client onboarding processes, improved cross-team communication with engineering, and handled complex client troubleshooting plus recruitment and performance tracking.

Operational Leadership Client Onboarding Technical Implementation engineering collaboration Troubleshooting Recruitment coordination Performance Tracking SOP Development Process Management

Founder, Kugler Design

Kugler Design

Jan 2015 - Jan 2021 (6 years)

Founded and operated a web/design business building and hosting WordPress sites, managing DNS and hosting, and delivering digital marketing and automation services. Provided custom solutions in collaboration with other web developers to support enterprise and other client needs.

WordPress Digital Marketing Workflow Automation Custom Solutions Collaboration

Web Project Coordinator

Flipdish

Jan 2019 - Jan 2020 (1 year)

Oversaw website launches, domain setups, and client support escalations. Created SOPs and documentation that scaled with company growth and established an enterprise customization service.

SOP Development Documentation Project Coordination Enterprise Solutions