Aug 2022 – Present · 3 yrs 7 mos

• ● Independently owned business processes and metrics, establishing processes for measuring, tracking, and driving continuous improvements.
• ● Forecasted and planned capacity to meet business needs and drive a culture of quality and process excellence.
• ● Collaborated with various internal teams (e.g., Tech, fulfillment center, system teams) to drive tools and process improvements, reducing defects.
• ● Designed scalable and auto-resolution solutions in partnership with internal product and project teams.
• ● Managed a 40-member operations team including BAs, SMEs, and associates, focusing on enriching catalog defects across multiple product categories.
• ● Led the Vendor Return Improvement Program to reduce defects in the vendor return cycle by managing unhealthy, unsellable, and overstock inventory returns.
• ● Implemented and tracked career paths & Individual Development Plans for team members.
• ● Conducted regular performance evaluations for an organization of 50 to 60 employees.
• ● Participated in hiring, mentoring, and stakeholder management.
• ● Managed weekly and monthly business reports and reviews with stakeholders.

Jul 2021 – Jul 2022 · 1 yr

• ● Drove the implementation of programs & products to enhance customer experience and contribute to business profitability.
• ● Conducted data-oriented analysis, adopted technological solutions, and led process improvement projects to achieve operational/business goals.
• ● Expanded product utilization to multiple marketplaces by understanding global customer needs.
• ● Performed troubleshooting and drove resolutions for reliable product flow and reduced discrepancies.
• ● Identified automation opportunities, reducing manual touchpoints and saving headcounts.
• ● Led continuous improvements and systemic fixes to eliminate root causes of errors.
• ● Integrated new processes and categories and onboarded new programs.
• ● Collaborated with technical teams to implement SQL, Python, and ML-based solutions, achieving over 80% automation in the enrichment process.

Oct 2018 – Jun 2021 · 2 yrs 8 mos

• ● Allocated work within the team, performed audits, and conducted quality checks to ensure adherence to SLAs and quality standards.
• ● Played a key role in onboarding new processes and categories, ensuring timely completion and high-quality output.
• ● Assisted in developing training materials for new hires, improving onboarding processes and reducing learning curves.
• ● Collaborated with team members to achieve target results.
• ● Trained and mentored employees to maximize team performance.

Oct 2016 – Oct 2018 · 2 yrs

• ● Supported data quality initiatives, conducting regular audits to maintain high standards in product listings.
• ● Managed vendor-provided content for items sold on the Amazon website, focusing on productivity, quality, and turnaround time.
• ● Initiated process improvements and implemented permanent solutions to enhance team productivity by 1.5x.
• ● Maintained effective communication with vendors and vendor managers to ensure accurate product representation on the Amazon catalog.