Neil Ashwin Desai

S

Operations Manager at Databricks · automation, Zendesk

Databricks
San Francisco, CA · PT (UTC-8)
6+ years experience
MIT
English
Messaging unavailable

Overview

6 years in operations, the last 2 at Databricks, where I lead the support team. Cut cost per order by 26% with routing and staffing changes. Before that: American Express and Nvidia. Most at home with Zendesk and workforce planning.

Good reasons to reach out
  • Second opinions on customer support decisions
  • Speaking or podcast invitations
  • Working sessions on workforce planning
Please don't message about
  • Courses and coaching offers
  • Generic networking requests

Best reached early in the week

Skills
automationqualityZendeskroadmappingcustomer supportworkforce planning

Experience

  1. Operations Manager
    Jan 2025 - Present
    Databricks · 1 yr 9 mo · Full-time · San Francisco, CA
    • Cut cost per order by 30% with routing and staffing changes.
    • Ran the support program across 18 teams to launch on schedule.
    • Brought support first-response time from 11 hours to under 2.
  2. Program Manager
    Feb 2023 - Jan 2025
    American Express · 1 yr 11 mo · Full-time · San Francisco, CA
    • Brought support first-response time from 30 hours to under 2.
    • Rebuilt the planning process the company still runs every quarter.
  3. Operations Associate
    Oct 2020 - Feb 2023
    Nvidia · 2 yr 4 mo · Full-time · San Francisco, CA
    • Built the privacy programme for launches in 24 countries.

References

No references yet.

Education

  1. MIT
    SB, Mechanical Engineering
    2015 - 2019

Details

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