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Somnath Bhattacharyya

@somnathbhattacharyya

Operations Director at IGT Solutions who improved CSAT by 4–5 points and moved a client account from 3rd to 1st in vendor rankings.

Colombia

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What I'm looking for

Remote operations leadership role (Director/Head of Operations, CX or Customer Success leadership, Chief of Staff, or Business Operations) with a company that values process, data and people. Based in Colombia, working US hours, open to full-time or independent contractor arrangements. Looking for a team where I can own outcomes, scale operations and improve how the business runs.

At IGT Solutions, I managed full P&L accountability for a program with $500K+ in revenue and led operations across voice, chat, and email. I improved CSAT by 4–5 points, moving the account from 3rd to 1st in client vendor rankings.

I renewed and expanded client contracts, reduced attrition by 5% through employee engagement and development initiatives, and served as the primary point of contact for client stakeholders.

Previously, as Head of Program at Accedo Technologies, I scaled a single program from 30 to 300+ FTEs over three years and launched new lines of business. At 247.ai, I managed customer support operations and SME teams, progressing from CSR to a leadership role.

Experience

Work history, roles, and key accomplishments

Director of Operations / Site Lead

IGT Solutions

Feb 2023 - Jul 2026 (3 years 5 months)

Led a 500+ person site running voice, chat and email operations. Owned P&L ($500K+ revenue). Lifted CSAT 4–5 points, taking the account from 3rd to 1st in vendor rankings. Cut invoice penalties from 8% to 4% with a Power BI error dashboard and Copilot-built call flows. Renewed and expanded the contract and reduced attrition by 5%.

P&L management CSAT NPS SLA AHT Workforce Management Risk Management Compliance Client Stakeholder Management Governance Cost Optimization Revenue Growth Margin Improvement Multi channel Operations Voice Chat Email

Head of Program

Accedo Technologies

Jan 2016 - Jan 2023 (7 years)

Led telecom and digital CX programs for US enterprise clients. Scaled one program from 30 to 300+ FTEs in 3 years, building the management layer and processes for 10x growth. Owned program P&L (budgeting, forecasting, profitability). Launched new lines of business in existing accounts, led new-client pitches and turned around underperforming programs.