Biju Thomas
About Biju Thomas
Biju Thomas serves as the Head of Operations and Product Support at Litera, where he has worked since 2022. He has extensive experience in customer support and operations, having previously held senior roles at Dell and Sprinklr, and he holds degrees in Computer Science and Organizational Leadership.
Work at Litera
Biju Thomas serves as the Head of Operations & Product Support at Litera, a position he has held since 2022. In this role, he is responsible for overseeing operational strategies and product support initiatives. His focus is on enhancing customer experience and operational efficiency within the organization. His experience in managing large teams and implementing process improvements contributes to Litera's objectives in delivering high-quality services.
Previous Experience at Dell
Before joining Litera, Biju Thomas worked at Dell for 20 years as Chief of Staff in Global Customer Support. His tenure at Dell spanned from 2001 to 2021 in Bengaluru, Karnataka, India. He played a significant role in transitioning business operations across multiple geographies, which resulted in substantial cost savings. His contributions included implementing process engineering strategies that improved customer satisfaction metrics.
Experience at Sprinklr
Biju Thomas held the position of Head of Product Support and Customer Service at Sprinklr from 2021 to 2022. During his time there, he managed a team of approximately 1500 Level 1+ agents, focusing on engagement across various organizational levels. His leadership in this role emphasized operational designs that enhanced efficiency and customer focus, leading to improved key performance indicators.
Education and Expertise
Biju Thomas has a solid educational background in computer science and organizational leadership. He earned a Bachelor of Science (B.Sc.) in Computer Science from Bangalore University. He furthered his studies at the Indian Institute of Management Bangalore, where he completed a program in Organizational Leadership from 2018 to 2019. His education has equipped him with the skills necessary for effective operations management and leadership.
Background
Biju Thomas completed his early education at Florence High School in Bangalore. His academic journey laid the foundation for his career in technology and operations. With extensive experience in customer support and operational management, he has developed a strong understanding of the dynamics of business operations across various sectors.