Strategic Operations Leader AI-Driven Support
Resume:
MS
Manjinder Sandhu
Professional Summary
Strategic Operations & Support Leader with 8+ years' experience optimizing AI-enabled customer self-service, logistics systems, and support operations across high-tech and enterprise environments. Proven success driving cross-functional initiatives that enhance efficiency, service deflection rates, and user engagement through data-driven decision- making and continuous improvement. Strong background in program management, root cause analysis, and process automation within SaaS and global operations ecosystems. Recognized for building collaborative teams and aligning technology, R&D, and support functions to elevate customer experience and AI innovation.
Work History
Google - (Contract) Tech M - Partner Manager
San Francisco, CA
10/2025 - Current
Amazon - Operations Manager III
Hollister, CA
02/2025 - 07/2025
Amazon - Senior Manager II, Operations
Manteca, CA
Lead cross-functional programs enhancing Google's AI-driven customer support and self-service capabilities, focusing on automation and knowledge-base optimization.
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Analyze support-channel data to identify deflection opportunities, reducing case load.
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Collaborate with R&D and Product Ops to streamline root-cause analysis and resolution timelines for escalated AI tickets.
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Develop operational dashboards and KPI tracking mechanisms for user engagement, CSAT, and resolution metrics.
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Champion process documentation, compliance, and cross-team communication aligned with Google's confidentiality and quality standards.
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Directed operations for 250+ associates in a 24/7 fulfillment and logistics environment; improved delivery speed and accuracy through lean methodologies.
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Designed and launched self-service dashboards for incident tracking and root-cause resolution across fulfillment centers.
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Partnered with Business Intelligence and Tech Support to integrate AI- based predictive analytics for demand forecasting and labor optimization.
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Reduced operational defects by 35% through Six Sigma-based process improvements and standardized reporting.
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Trained and mentored new leaders in continuous improvement and SOP development, building a culture of data-driven execution.
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************@*****.***
San Jose, CA 95116
Skills
AI Self-Service Optimization Support
Operations Management Program &
Project Leadership Root Cause
Analysis
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Data-Driven Process Improvement
Cross-Functional Collaboration R&D
Partnerships Customer Experience
(CX) Strategy
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Continuous Improvement (Six Sigma,
Lean, Kaizen) SaaS and Cloud
Operations Change Management
ERP Systems (NetSuite, SAP, Oracle)
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Projects & Accomplishments
Led a significant improvement in labor
cost for across 8 different Amazon FCs
by implementing strategic actions,
including labor tracking, cross training
and KPI mentoring, resulting average
of 37% improvement in throughput per
labor hour in all sites in years between
2021 to 2025.
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Site's IB department subject matter
expert, achieving a 41% improvement
in direct rates related to Inbound and
Outbound functions in 2023.
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Recognized among top-tier managers
on-site with 96% to 100% favorability in
leadership behaviors among leaders
and associates.
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Education
Western Governors University
Salt Lake City, UT
MBA: Information Technology ( In
Progress)
07/2021 - 02/2025
Allied Universal Security Services - Shift Lead Badging Support Tesla Palo Alto, CA
05/2018 - 06/2021
Managed end-to-end inventory planning, replenishment, and material flow for critical production lines, supporting lean manufacturing initiatives and JIT delivery.
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Collaborated with supply chain, engineering, and procurement teams to forecast demand and align inventory availability with production schedules.
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Conducted root-cause analysis on demand variances and implemented corrective actions, reducing forecast error by 25%.
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Oversaw physical inventory counts, cycle count programs, and WMS integrations to ensure 99.5% inventory accuracy.
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Coordinated shift staffing and access security for a high-volume logistics hub.
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Partnered with law enforcement and emergency services to implement crisis protocols and emergency preparedness plans.
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Trained staff on CCTV monitoring, badge systems, and access control technologies.
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Managed performance reviews, conducted corrective action, and built a reliable, responsive team.
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07/2021
San Jose State University
San Jose, CA
Bachelor Of Arts: Business Information
Technology
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