Poonam Luthra

Customer operations leader with over 16 years’ experience building and scaling customer contact centres, with a focus on service delivery and customer experience.

Poonam is a global customer operations leader with over 16 years’ experience in contact centre management, business transformation and service delivery. She has built and scaled multi-channel customer support operations across the UK and internationally, working with both in-house teams and offshore partners to deliver consistent, high-quality customer experiences.

Her experience includes senior leadership roles at Sonder Inc., where she led global contact centre operations of up to 300 people and played a key role in scaling teams from early-stage to large, multi-location operations. She has overseen complex, multi-channel environments across voice, email and chat, while driving improvements in service quality, efficiency and cost management through data-led decision making and process design.

Poonam specialises in building contact centre functions from the ground up, creating clear workflows, training frameworks and operational structures that support both team performance and customer outcomes. Her approach combines practical, hands-on leadership with a strong focus on simplifying processes, reducing friction and enabling teams to deliver calm, consistent service at scale.

At Suited, Poonam supports the development of customer service operations, including the design of processes, training and service standards. Her involvement helps ensure that customer interactions remain clear, responsive and aligned with the expectations of SMEs and self-employed professionals.