Naved Khan

About Naved Khan

I’m an Operations and Program Management leader with 9+ years of experience optimising global support functions, scaling high-performing teams, and delivering complex, cross-functional programs across Microsoft and Amazon. I specialise in building operational frameworks from the ground up, eliminating bottlenecks, and driving measurable improvements in performance, quality, and customer experience.In my most recent role with Teksystems, I led global support operations across four regions for Microsoft Purview team, managing high-velocity case volumes and improving SLA adherence by 20% through proactive backlog management, operational reviews, and streamlined escalation pathways. I’m skilled at connecting the dots between Engineering, Product, and Services teams to accelerate resolution cycles and strengthen customer satisfaction.Previously at Amazon, I directed AI/LLM data operations supporting Alexa and generative AI initiatives. I owned end-to-end delivery for 18+ LLM workflow launches, led UAT cycles, and drove cross-functional process improvements that increased efficiency and execution readiness. I also played a strategic role in scaling the team from 30 to 340 associates by leading hiring and onboarding operations. This included conducting 80+ interviews, coordinating with HR, Training, IT, and Operations, and compressing onboarding timelines to a single day.Whether refining workflows, building performance frameworks, or leading stakeholder reviews, I bring a structured, data-driven approach that consistently translates into operational maturity and business impact.Core Strengths- Global operations & program management- Workflow launch readiness (UAT, SOPs, cross-team alignment)- Large-scale hiring and rapid onboarding- Process optimisation & performance frameworks- Escalation management and customer advocacy- Cross-functional collaboration (Product, Engineering, HR, IT, Training, Services)- Data-driven decision making & KPI ownership- Team leadership, coaching & talent developmentI thrive in fast-paced environments where ambiguity is high, stakes are bigger, and the opportunity to build scalable systems is unlimited. Always open to connecting on operational excellence, program management, and AI-driven support ecosystems.

Experience

1. Operations Manager

   TEKsystems

   Mar 2025 — Present · Hyderabad, IN

   Led global support operations across 4 regions for Microsoft Purview team, overseeing a case volume of 150+ monthly cases and driving a 20% improvement in SLA adherence through proactive backlog management, trainings and timely escalation- Served as the primary escalation point for high-complexity issues, partnering closely with Product, Engineering, and Services teams to accelerate resolution, streamline communication, and reduce turnaround times-Implemented new performance tracking frameworks that increased team productivity and cut backlog aging-Strengthened cross-team collaboration, leading bi-weekly operational reviews with 10+ stakeholders and driving alignment that strengthened customer satisfaction, reduced friction in service delivery, and contributed to long-term business impact.

Education

• Kavi Kulguru Institute of Technology and Science, Ramtek

  Bachelor of Engineering (BE), Mechanical Engineering

  2011 — 2015