Feb 2026 – Present · 1 mo

• I lead Strategy and Operations for AWS Industries (AWSI), a multi-billion dollar business serving global customers across several industry verticals that drive significant economic activity. My team drives operational excellence and strategic planning for an organization experiencing significant growth, supporting thousands of builders across the globe as we scale industry-specific cloud and AI solutions. This role sits at the intersection of AWS's ambitious growth trajectory and the AI-first transformation of the world's most important industries, ensuring we have the operational infrastructure, forecasting capabilities, and strategic frameworks that best serve our customers and help run our business.

Oct 2022 – Feb 2026 · 3 yrs 4 mos

• As the founding leader of AWS Global Services' central strategy and operations function, I oversee strategic planning, operational excellence, and business integration for five business units representing $7B+ in annual revenue and 26K+ employees worldwide. I built this organization to serve as the strategic backbone across the customer lifecycle - from training and technical design through ongoing support and expansion - managing a $150M+ annual budget and leading 650+ global employees.
• My team established the first-ever long-term strategy framework and operating model for AWS Global Services, defining strategic direction through mechanisms like three-year planning cycles, annual operational plans, and business planning processes. Most recently, I led a high-stakes transformation of this organization, redesigning the operating model to create specialized teams for central strategy, capacity planning, analytics, deals strategy, and product management. This reorganization delivered 29% YoY OPEX reduction through data-driven workforce optimization while successfully transitioning key functions to newly-formed business units.
• Beyond internal operations, I'm driving enterprise-wide transformation of foundational AWS systems through complex multi-year initiatives affecting multiple business lines. This includes orchestrating the unification of billing systems through AWS's Commerce Platform, leading the migration of AWS Professional Services to consolidated platforms, and architecting the first consolidated business intelligence capabilities for Global Services. I also led strategic partnership development with Workday, championing a $5M+ investment and serving as the pan-Amazon advocate for co-innovation initiatives.
• Direct leadership: 650+ global employees | Budget: $150M+ | Strategic support: 26K employees, $7B revenue, 5 business units

Jun 2021 – Oct 2022 · 1 yr 4 mos

• Led AWS's global technical customer support organization serving the entire AWS customer base, managing 2.2K+ technical professionals across multiple continents and building a culture centered on customer satisfaction and operational excellence. Midway through this role, I was selected to take on an additional directorship to provide strategy and operations support for Frontline Support's 16K+ technical employees and $2.2B in revenue operations across AWS's support and services ecosystem.
• In this dual-director capacity, I revitalized organizational design, management practices, cross-AWS partnerships, and technology utilization - driving customer satisfaction scores to record levels year-over-year. My team cut case handling time by 26% while holding headcount flat against 14% case volume growth, providing strategic insights to C-level leadership that optimized the entire customer support structure. I designed and deployed the Tool Builder Academy, a technical development program that upskilled entry-level support professionals and delivered 190K hours in saved manual casework (1,100% above target ROI) with zero budget variance.
• My focus on continuous improvement and data-driven capacity planning resulted in automating 2.7M+ cases, saving 500K+ manual work hours, and reducing $5M in annual OPEX. I also led the Choice-Based Workspace initiative, transitioning 9,000 employees worldwide to flexible remote work arrangements - saving 30% of facility spend while doubling our recruiting pipeline and significantly increasing applicant diversity.
• Direct leadership: 2.2K+ global employees | Strategy & operations support: 16K+ employees, $2.2B revenue | Global 24/7 operations

Feb 2019 – Jun 2021 · 2 yrs 4 mos

• Personally selected by Amazon's Consumer CEO to design and launch WorkingWell, Amazon's company-wide safety and wellness program that was featured in Jeff Bezos's 2020 Letter to Shareholders. Served as the enterprise subject matter expert on workplace health innovation and injury prevention, partnering with operations leaders across Amazon's global fulfillment network and corporate functions.
• I built the program from concept to global deployment, launching to 850K+ associates across 27 languages, 20 countries, and 1,600+ fulfillment center sites. The program achieved a 20-25% reduction in musculoskeletal disorder risk and measurable improvements in both associate engagement and safety outcomes, positioning me among the top-performing director-level leaders company-wide. I also secured and led Amazon's strategic partnership with Crossover Health to launch a US network of 17 Neighborhood Health Centers, completing the initiative on time and 16% under budget while achieving patient satisfaction scores 113% ahead of objectives (earning a nomination for the 2020 Excellence in Healthcare Awards).
• My work earned recognition as one of Ragan's Top Women in Wellness & HR, and I represented the program to government officials, industry conferences, and internal leadership forums - establishing myself as a thought leader in workplace health innovation at scale.
• Enterprise scope: 850K+ associates | 1,600+ sites | 20 countries | 27 languages

Feb 2017 – Feb 2019 · 2 yrs

• Led operations for a 1M sq ft fulfillment center with 3K+ employees (including 150 managers), serving millions of customers while building a collaborative, customer-focused culture that consistently exceeded goals for quality, customer experience, and productivity. I drove the facility regarded as Amazon's "flagship FC," positioning it as a leadership training ground and technology test site - becoming the first to adopt cutting-edge systems including automated sorting and packing machines.
• Through data-driven planning and process innovation, I delivered 17% YoY productivity improvements and consistently ranked as a top-three performing site company-wide. Most notably, the facility became the only site to simultaneously exceed both quality and customer experience metrics (on-time delivery) while processing 150M packages annually after incorporating new order management and shipping systems. I also served as an internal advisor to other facilities on productivity initiatives, sharing best practices across Amazon's fulfillment network.
• Direct leadership: 3K+ employees (150 managers) | 1M sq ft facility | 150M packages annually