I’m looking for remote Customer Support Operations Manager opportunities and am flexible to work across 24-hour global shifts and time zones to support customers and marketplaces worldwide.
Looking for a job
Ashok Modugu
@ashokmodugu
I scale global customer support operations, reducing costs and improving customer outcomes.
IndiaWhat I'm looking for
At Amazon Development Center, I led investigations and support operations for 300+ team members, scaling operational frameworks from 56 to 700 employees. I delivered $28.1M in cost savings through commercial address validation, reduced mandatory escalations by 18%, and lowered customer contact reopen rates by 71% using root-cause investigations, Kaizen, and value stream mapping.
Previously at ADP, I managed US healthcare claims processing and support operations, maintaining 24-hour SLA compliance while improving the experience for 60,000 FSA participants through redesigned claims documentation. Across Amazon and ADP, I’ve built cost-effective, customer-focused operating models spanning capacity planning, transitions, compliance, and CX governance.
Experience
Work history, roles, and key accomplishments
20 years of Operations Support and Project Management proficiency (captive & third party) over WW Selling Partner Services, Supply Chain and Health Insurance domain. Delivered multiple automation and process improvement projects. Experienced to establish large-scale teams in India and globally, managing both tactical and strategic aspects of the business.
Education
Degrees, certifications, and relevant coursework
Osmania University
Bachelors of Commerce, Accounts
2001 - 2004
Grade: 4.8
Wharton University of Pennsylvania
Certified Employee Benefit Specialist, Employee Benefits
Certified Employee Benefit Specialist (CEBS) certification from Wharton University of Pennsylvania.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
IndiaAuthorized to work in
Salary expectations
25000k-30000k INR
Social media
Job categories
Skills
Global Operations ManagementBudgetingCapacity PlanningWorkflow OptimizationChange ManagementCustomer SupportCustomer ExperienceCSATSLA ManagementKPI ManagementCustomer Support OperationsEscalation ManagementProcess OptimizationLean Six SigmaKaizenValue StreamsRoot Cause AnalysisStakeholder ManagementTeam BuildingCoachingMentorExecutive CommunicationCompliance ManagementHealthcare Claims ProcessingFSA AdministrationHSAADP
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