Santhosh Kumar

WORK HISTORY

EDUCATION

ABOUT SANTHOSH KUMAR

I am a results-driven leader with 16+ years of experience across customer service, technical operations, manufacturing quality, and end-to-end operations management in leading organizations including OnePlus, Flex, Samsung, and TVS Electronics. Currently, I lead customer service, technical operations, and VOC (Voice of Customer) functions at OnePlus India, managing a large-scale ecosystem of 450+ service centers, multiple call centers, and professionals across the country. My experience spans the complete product and service lifecycle—from manufacturing quality control and warehouse operations to after-sales service, repair, and refurbishment management. I specialize in building scalable operations, strengthening quality systems, and driving customer experience through structured processes, training frameworks, and data-driven decision-making. I have successfully improved technical quality metrics from 75% to 95%, reduced escalation rates to below 0.05%, and implemented large-scale LMS and knowledge management systems impacting thousands of engineers. I have also led New Product Introduction (NPI) readiness, ensuring seamless alignment across manufacturing, supply chain, service, and training functions. I strongly believe that customer experience is not just a function—it is a strategic differentiator driven by operational excellence, quality discipline, and continuous improvement. Core Expertise: • Customer Experience & Technical Operations Leadership • Manufacturing Quality & Warehouse Quality Control • Repair & Refurbishment Operations Management • VOC & Escalation Management • Quality Metrics, RCA & CAPA • LMS & Knowledge Management (GKM) • Service Network Expansion & Governance • New Product Introduction (NPI) & Readiness • SOP Design & Process Optimization I am open to connecting with professionals and exploring leadership opportunities where I can drive large-scale operations transformation, quality excellence, and customer-centric innovation.”