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Senior Program Manager: Dec 2023 -Present

Key job responsibilities

  • Own key CX Quality metrics that measure customer’s shopping success
  • Design and drive business critical programs that bring a programmatic focus to improving these metrics and goals, including SVP/VP goals.
  • Collaborate with tech, business & ops teams and influence them in order to deliver best product and features to improve CX.
  • Provide updates to leadership team on key programs, processes and metrics
  • Build and drive mechanisms to ensure delivery on key actions from leadership reviews
  • Highlight any bottlenecks that block progress, propose potential solutions and drive implementation
  • Responsible for working with finance, supply chain execution, transportation and other Amazon teams to identify pain points and scope out large high impact projects
  • Responsible for interaction across Amazon teams to reduce cost and improve speed for our customers.
  • Responsible for driving cost and speed benefit analysis and go/no-go decisions on various initiatives
  • Develop a roadmap and metrics to measure progress of the initiative they own. They will also own writing reports/documents that detail the progress to leadership on a frequent basis

Program Manager: 2021 – Dec 2023 · 3 yrs

Roles and Responsibilities:

  • · Set up robust processes to drive forecasting accuracy with an objective to minimize cost and maximize customer experience
  • · Lead daily, weekly and monthly S&OP cycles with operational stakeholders.
  • · Provide actionable insights into current delivery performance and improvements avenues.
  • · Support the business growth in constrained environments with frugal and innovative solutions
  • · Make the existing processes scalable by identifying and implementing available tools/automation
  • · Rollout best practices from other geographies and standardization of tools and processes to minimize end to end supply chain losses
  • · Utilize exceptional problem-solving and communication skills to influence business, operations and technical audiences
  • · Program manage and drive decision making across cross functional teams and senior leadership

Group Manager

People Management:

  • Lead and manage a team of 3-8 Team Managers and 150 Associates; responsible for the overall direction and performance of the teams
  • Ability to set the vision, direction, and culture of the team by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets
  • Carry out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution
  • Responsible for Training employees; planning, assigning, and directing work; rewarding and disciplining employees; resolving conflicts; staffing; and development of employees, Standard Operating Procedures, high quality and productivity within the department
  • Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other departments
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Operations and Project Management:

  • Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team
  • Drive creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives
  • Participate on business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization
  • Works to build and maintain customer trust
  • Solving complex customer support issues and proactively heading off negative service trends.
  • Identifying and eliminating root cause barriers to accuracy, productivity, and quality
  • Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures

Team Manager

  • Manage the operations floor on a day to day basis covering approximately 20 -30 Associates and Subject Matter Experts
  • Develop the work schedule for the week by balancing work between the various work processes (transcription, verification, annotation etc.) as per the current demand
  • Build daily and weekly status reports from metrics databases for communication to stakeholders
  • Track metrics around quality and productivity. Monitor quality of transcriber’s work as per the requirements of the quality audit process and meet audit quality targets set on a weekly basis.
  • Ensure productivity is maximized through supervision, analysis and feedback of transcriber performance data on a periodic basis
  • File and track tickets and follow up on blocking or productivity impacting issues
  • Coordinating with the HR team to escalate issues when the need arises
  • Maintain constant communication through daily huddles and provide regular feedback to the team and have monthly formal 1:1 with direct reports
  • Manage people effectively to maintain a highly motivated and top performing work force
  • Identify and help implement process-related improvement by following identified techniques such as Kaizen, six sigma or lean techniques