Dec 2021 – Aug 2025 · 3 yrs 8 mos · Hybrid

• Led High-Performing Team: Managed a team of 8-10 engineers to develop the Screen Sharing product for web and mobile. Increased productivity by 250% and reduced customer support resolution times by 30 seconds through effective training and onboarding.
• Increased Product Usage: Partnered with the product team to enhance the roadmap, leading to a 100% increase in product adoption over two years. This improvement allowed for a 30-second reduction in contact resolution times, optimizing customer interaction efficiency.
• Streamlined Operations: Revamped operational excellence (OE) processes by assigning clear duties and automating monitoring. Achieved a 10% reduction in the OE budget year-over-year, while expanding customer offerings.
• Cross-Team Initiatives: Successfully managed a complex platform migration involving five teams and six dependencies. Delivered the project on time while effectively managing stakeholder priorities.
• Fostered Innovation: Organized a hackathon resulting in five new product ideas, with two prioritized for development. These innovations are projected to reduce contact handling time by two minutes in the 90th percentile.
• Talent Development: Mentored and promoted five engineers to mid-level positions and two to senior-level roles.
• Performance Coaching: Coached three underperformers, achieving a 67% success rate in turning them into strong contributors.
• Stakeholder Support: Mentored Product Managers and TPMs, improving their effectiveness by ramping them up on the product and teaching project management best practices. Enhanced overall team efficiency through better support.
• Tech Strategy and Roadmap: Developed and adjusted strategies and roadmaps to ensure seamless delivery and team growth. Delivered improvements in screen sharing stability, friend-to-friend sharing, global expansion, and platform migrations.

Feb 2016 – Dec 2021 · 5 yrs 10 mos · Hybrid

• Simplified and resolved customer frustration of ambiguous delivery expectation on retail website, by driving a project to show most pertinent delivery dates across different stages of shopping on amazon.com [also 8 other markets], which helped in driving up sales by eye popping significance.
• Lead tech team to achieve above mentioned initiative by design and distribution of work, guiding others to implementation or business questions, triaged edge case/special handling needed for business use cases and made it launch ready.
• Mentoring fellow engineers and enabling them to be able to design scalable solution, launch projects with high standards and better maintainability.
• Reduced customer frustration by lowering load time by 90% of all media from cloud upon first time installing Amazon Photos app on to mobile device by developing APIs with AWS as backbone.
• Reduced storage cost thus saving significant operational cost of the product by developing program which automatically purges all media moved in Trash by customer in their account which has stayed in Trashed for over 30 days.
• Helped build various APIs and infrastructure needed to support Family/Groups launch on Amazon Prime Photos.