Manager of Operations

• Jun 2022 - Present

Operations Manager

• May 2021 - Jun 2022

 Operations Management: o Directed and supervised day-to-day operations by collaborating and interacting with multiple managers across 10 departments to increase operational efficiency. Own and execute additional ad-hoc projects in alignment with Product Ops’ roadmap and vision. Serving as first point of contact for escalations. Assisting in resolving customer, product, and service issues. o Identified manually intensive tasks in the programs and worked with IT team to automate the tasks. This increased productivity efficiency from 80% to 120% weekly and reduced 90% of employee errors. o Performed root cause analysis on negative customer reviews for US marketplace for a particular product and reduced negative review from 85% to 55%. Increased customer rating from 3.2 to 3.9. o Identifying business insights and performing data analysis to highlight the bottlenecks in SOP’s. o Re-establishing existing organizational procedures and SOPs to increase the confidence level of Machine Learning from 90% to 95%. o Reduced headcount by 10% and increased revenue by ₹2.4 million. o Owned multiple programs metrics and processes for 5 Market places (US, UK, DE, CA & IN). o Monitored and reviewed program KPI’s; created WBR, QBR AND YBR reports.  Stakeholder Management: Driving weekly and monthly meetings with multiple Stakeholders to discuss reports and present analyzed data, metrics, and insights of 5 marketplaces and project reviews and collaborating with partner teams and stakeholders across globe to deliver on key business goals and objectives by driving consensus and building trust.  Team Management: Recruited, trained, coached, and supervised a staff of 5 Leads and 40 associates and Established monthly goals and mentored team members individually and periodically on performance metrics and in career aspirations and thus, leading to a yearly improvement in performance from 82% to 100%.

Shift Lead - Operations and Content Production

• Jan 2020 - Mar 2021

 Operations Management: o Directed and monitored the business within a defined area through effective leadership and management of client service, quality care, and was responsible to achieve the targets and closure of tickets with TAT. o Participated in automation and simplification of process which lead to increase in production by 10%. o Distributed all necessary tasks and duties during each shift in a fair and effective manner and managed time-off requests and unexpected no-show situations. o Building process documents, SOPs for training needs.  Stakeholder Management: Creating PPT presentations and driving weekly management meetings with US stakeholders to discuss goals, progress, and concerns in need of resolution.  People Management: Managed a team of 20 executives and assessed team abilities and aptitudes and set performance goals for individual team members and created reward systems as needed.

Senior Associate - Operations

• Sep 2016 - Jan 2020

 Operations Management: o Managed and owned entire process of cataloguing for “Amazon Fresh”, “Appario” and “ARIPL” and demonstrated a comprehensive mastery of day-to-day and strategic operational functions that are required to run the business smoothly. These may include contingent workforce staffing management, Statement of Work Management, Seller on & offboarding in HUB, SOPs implementation, utilization reporting and analysis. o Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA and partner to define action plans that resolve issues and drive continuous improvement. o Work closely with Product leaders and key Product stakeholders to identify and deeply understand operational inefficiencies. o Provided leadership and guidance to direct reports to ensure consistent administration of company policies and standards; defined and implemented corrective actions needed to meet operational performance. o Worked with engineering team and implemented new tool to increase product listings and have a competitive advantage with competitors. This tool increased the sales by 15% and GMS from 10% to 25% during ART events. o Handled 15 spokes and their reports across PAN India for Amazon Fresh and Cloudtail. o Participated and hosted WBRs, QBRs and YBRs.  Team Management: Built positive employee relationships, supervising more than 8 personnel. Allocating work and coaching & mentoring new team members and managing team performance and progress.

Senior Officer Payroll

• Oct 2013 - Aug 2016

 Payroll Management: o Processed payroll on biweekly basis for more than 5000 employees working in Tesco stores. Performed calculations in overtime, vacation and sick hours to provide accurate data to payroll processing database. o Collaborated with UK human resource personnel to track leave time accurately and efficiently. o Was Accountable and responsible for 3 teams “Cashiers”,” Controls” and “Locums”. o Handle the payroll queries through e-mails and phone calls as per TAT. o Liaising with UK stakeholders for process improvements, pay reviews and process implementations through mail or arranging conference calls with our reporting manager in regular intervals. o Training and mentoring new associates.