Technical Program Manager

• Jul 2023 - Present

Technical Program Manager

• Feb 2023 - Aug 2023

• Identified the lack of a proper tracking mechanism for renowned “ShipFlex” product and created a new Program Management & Sprint prioritization framework which gave visibility and expedited the execution of tasks for launching the Product into market by Q1 2023. • Owned the issue resolution process and worked with 6 different cross-function Tech and Non-Tech teams for effective Sprint prioritization to unblock over 60 new features and products release which impacted Business, Revenue, and Engineering teams in onboarding new clients. • Leading feature adoption Program by partnering with 5 Engineering and Customer Success teams and created a pipeline of 8 clients for onboarding into new Order Management System (OMS) Product in Q2 2023 and created a pipeline 40 additional clients for migration and onboarding for Q3 and Q4, 2023. • Piloting a new Program Management framework for easing the efforts of Product Managers and Leadership in tracking, auditing, and taking proactive actions on the tasks for faster delivery. • Piloting a new Sprint Mechanism for all Engineering teams for efficient and agile delivery of tasks. Show less

Program Manager II

• Apr 2022 - Feb 2023

• Successfully launched 5 new carriers in Mexico, Australia, and Singapore marketplaces with an estimated savings of $22 million annualized.• Took the ownership of a new Program after attrition of team member and successfully delivered 31 transportation-related projects within 6 weeks by planning effectively for using Sprints efficiently and partnering with Engineering teams. This actions led to zero spillovers of tasks.• Reduced Sr. Leadership level escalations from multiple to zero within the first 4 weeks of taking over the program.• Led the efforts of leaning the process of new project intake mechanism for saving ~300 man hours of Program Managers (PM-I and PM-II).• Through automation and process redesigning, reduced Tech requirements gathering and scoping timelines from 7 weeks to 4 weeks. This helped Business teams in onboarding their Project requirements faster and has scored Customer Service satisfaction rating of 4 out of 5.• Identified the challenges in maintaining Team's internal website, difficulty faced by team and stakeholders in website navigation and bad experience caused by outdated information, redesigned the website completely by learning HTML and worked with various teams to collate accurate information. This helped in increasing the page visits and also reduced the maintenance time by ~50%. Show less

Sr. Continuous Improvement Expert - ACES

• Jun 2021 - Apr 2022

• Worked in capacities of both Individual contributor and Manager of Program Managers.• Built and led an Agile cross-functional program team with members from Tech and Non-Tech teams of Amazon Transportation Services, Customer Service Product, and Operations teams to address customer pain points in tracking package delivery and visibility.• Successfully achieved savings of over $30 million in 2021 and 2022 by enhancing Transportation Products, including Visibility, Shipment Planning, Execution Co-Ordinator, and Customer Service Central Platform.• Established a new Cost Reduction program in addition to leading the Transportation program, collaborating with Engineering, Product, Finance, and Program teams of Amazon Customer Service, resulting in over $20 million savings and improved customer experiences.• Owned program branding, governance mechanisms, Sprint setup, Scrum Meetings, Sprint prioritization, finance validation framework, and learning and development for program team members• Orchestrated OP plannings for ACES team. Created multi-year roadmap for resolving 27 problem areas worth over $100 million cost savings and ~75 FTE reduction across all Amazon Marketplaces. Presented the plan to Sr. Leadership and secured approvals for pursuing the program.• Delivered several in-house training sessions on Technology tools and concepts such as Heartbeat, Textminer, Power BI, Agile-Scrum, and Kanban. Show less

Program Manager I

• Apr 2019 - Jun 2021

• Supported Concessions reduction goal of $15M by leading multiple projects and delivered over $38M concessions savings by partnering with Concessions Product and CS Operations team.• Partnered with Senior CS Operations leaders and led kaizen on reducing Spam and Bot attacks on CS Email addresses. Built automated dashboards to identify bot/spam contacts, created mechanism for mass resolving 200K bot contacts.• Partnered with Engineering teams for a long term Tech fix to prevent bot attacks, resulting in complete blockage of Spam contacts to Customer Service thereby resulting in ~20 Headcount savings.• Organized Kaizen Event called SAKE, a very big kaizen event which will be attended by Leaders and participants from Business, Tech, Product and Operations teams. This kaizen event is focused on resolving defects causing Contact transfers in CS teams leading to bad Customer Experience. Teams resolved 6 issues which saved ~$1M costs to Amazon in 2019-2020.• Served as Peak Event Manager and Reporting Manager and set up Mission control rooms for resolving several large scale and Amazon brand impacting issues for 5 Americas Peak seasons including Prime Day, Black Friday and Cyber Monday. Show less

ACES Specialist

• Sep 2017 - Apr 2019

Sr. Customer Service Associate

• Jun 2016 - Sep 2017

Customer Service Agent

• Sep 2015 - Jun 2016