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Shubha
Rao
Director, Support Strategy & Ops
LinkedIn
Shubha Rao is an experienced business operations leader with 15+ years in strategy, transformation, and customer experience. She has held leadership roles at LinkedIn, Uber and Dell, where she has led high-performing global teams, driven large-scale cross-functional initiatives, and consistently delivered business value through world-class customer experiences. Shubha has deep expertise in customer support transformation, automation, and designing the future of CX. At LinkedIn, she leads the Support Strategy, Planning & Operations team, overseeing key strategic initiatives and operational planning across all product lines and customer segments. She is passionate about building human-centered service models that balance strategy, empathy, and operational rigor. Her work has helped scale operations to support LinkedIn’s rapid growth, while improving both efficiency and customer experience.
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16 September 2025 11:45 - 12:15
Big picture insights: Analysing customer behavior to reveal systemic challenges
Sometimes, the real issues aren’t in the ticket, they’re in the trends. This session will explore how to dig into customer behavior data to identify patterns that point to deeper, systemic problems across products, processes, or policies. Learn how support teams can surface these insights, collaborate cross-functionally, and drive meaningful, long-term improvements. Ideal for those ready to move from fixing symptoms to solving root causes.