Looking for a job

Vaibhav Kumar

@vaibhavkumar8

Message

I lead customer operations teams to improve service delivery, productivity, and SLA performance.

India

Message

What I'm looking for

I'm looking to lead customer operations or service delivery teams where I can improve performance, strengthen customer experience, coach people, and drive data-informed process improvements.

I've led customer operations and service delivery teams at Amazon Development Centre and Concentrix, managing high-volume, client-facing environments across e-commerce and BPO operations.

At Amazon, I managed service levels during US Global Events, including Peak and Blackout periods, resolved customer and site escalations, and used deep-dive analysis, quality audits, and dip checks to improve operations.

Previously at Concentrix, I managed teams of more than 30 employees across technical support, sales, research, and product-launch projects. I focus on workforce planning, KPI and SLA performance, coaching, stakeholder management, and data-driven process improvement.

Experience

Work history, roles, and key accomplishments

Team Manager

Amazon Development Centre Pvt. Ltd.

Jan 2024 - Mar 2026 (2 years 2 months)

Managed service levels during US Global Events including Peak and Blackout periods. Led teams to achieve operational KPIs and SLAs, resolved escalations, and drove process improvements.

Operations Management Team Leadership SLA Management KPI Management Escalation Management Quality Assurance Data Analysis Process Improvement Employee Engagement Coaching

Assistant Manager – Operations (Technical Support)

Concentrix Daksh Services India Pvt. Ltd.

Jun 2018 - Dec 2023 (5 years 6 months)

Managed multiple operational teams of over 30 employees across technical support, sales, research, and product launch projects. Oversaw productivity, quality, workforce planning, and client presentations.