Muhammed Juned Ali

About Muhammed Juned Ali

Global Operations Leader | 10+ Years @ Amazon & Uber | Scaling EMEA Operations | 93% CSAT & Sprinklr ExpertI am a strategic operations leader with a decade of experience managing high-stakes service delivery at Amazon and Uber. I specialize in building high-performing teams that resolve complex global challenges across EMEA, APAC, and North America.Currently at Uber:As a COE Team Lead 1 (SoRT EMEA), I lead a 24/7 team in protecting Uber’s public brand reputation. Using Sprinklr Modern Care, we manage viral escalations across Twitter, Facebook, and Instagram, translating social data into Voice of the Customer (VOC) insights to drive regional product and policy improvements.Previously at Amazon (7+ Years):Managed a 30+ member SDS team, consistently achieving a 93%+ CSAT rating. I rose through the ranks from support to leadership, focusing on Lean/Kaizen methodologies to reduce executive escalations by 20% and improve First Contact Resolution by 12%.Core Expertise & Tech Stack:Operations: Global COE Management, SLA/KPI Tracking, Crisis Management, Stakeholder Relations.Strategy: Root Cause Analysis (RCA), Customer Success (NPS/CSAT), Process Automation.Tools: Sprinklr, SQL (Query Editing), Tableau, Power BI, Salesforce, Lean Six Sigma.I am eager to bring my experience in Operations Management, Customer Success, or Business Strategy to a forward-thinking global organization.Contact: i••••••••@gmail.com

Experience

1. Coe Team Lead-1

   Uber

   Feb 2026 — Present · Hyderabad, IN

   COE Team Lead 1 – SoRT EMEA | UberI lead the Social Media Response Team (SoRT) for Uber’s EMEA Center of Excellence, overseeing 24/7 operations to protect brand reputation and resolve high-priority customer escalations across social channels (X, Facebook, Instagram).Team Leadership: Manage and mentor a high-performing team of Community Operations Specialists, driving a culture of performance and accountability.Operational Excellence: Accountable for meeting critical SLA, CSAT, and Quality metrics in a high-volume, fast-paced environment.Crisis Management: Serve as the point of escalation for sensitive brand incidents, coordinating with PR, Legal, and Policy teams to mitigate risk.Data-Driven Insights: Analyze social trends and performance data to provide Voice of the Customer (VOC) insights that drive product and process improvements.Process Improvement: Identify bottlenecks and implement automated workflows to enhance team efficiency and response accuracy.

Education

• Shree Chaitanya Junior College

  Senior Secondary School

• Seven Hills School

  Secondary School

• Commerce Gitam University

  Bachelor, Commerce

• Malla Reddy (MR) Deemed to be University

  Bachelor of Technology - BTech