Dec 2021 – Jul 2025 · 3 yrs 7 mos

• Spearhead the 3-Year Tech Vision and yearly roadmap planning for cross-border FBA inbound transportation, ensuring alignment with cross-functional teams and delivery of strategic business goals.
• Manage end-to-end project delivery, overseeing all phases from technical design through implementation while maintaining a strong focus on quality, timelines, and business impact.
• Drive project planning, task scoping, and milestone management to consistently deliver high-quality results that meet or exceed expectations.
• Serve as the primary liaison between engineering, QA, support, and partner teams, proactively addressing critical blockers and resolving complex issues to minimize delivery risks.
• Mentor and coach junior team members, fostering a collaborative and high-performing program management environment.
• Lead Quarterly Tech Reviews (QTRs) with senior tech leadership (VP/Director) and partner teams, providing program updates, surfacing critical technical topics, and ensuring leadership alignment for timely support and intervention.
• Participate in Monthly Business Reviews (MBRs) with senior business leadership (VP/Director), contributing to product vision development and supporting strategic alignment with Product Managers.
• Innovate and streamline operational workflows by developing automation tools and creating mechanisms to reduce manual effort, enhance productivity, and improve accuracy.

Aug 2020 – Dec 2021 · 1 yr 4 mos

• Led end-to-end delivery of a new Amazon Tier-1 service, Identity Validation and Verification, collaborating with third-party service providers to ensure seamless customer identity verification.
• Managed project scoping, high-level design, and resource estimation, securing engineering and QA resources to align with launch timelines.
• Created and executed comprehensive project plans, including detailed task scoping, milestone tracking, and risk management to ensure timely and high-quality delivery.
• Delivered weekly project status reports, facilitated project reviews, and effectively managed stakeholder communication, including highlighting key risks and proposing mitigation plans to ensure alignment across teams.

Jan 2018 – Jul 2020 · 2 yrs 6 mos

• Developed and maintained automation tools to support Tier-1 services for Identity ECP, significantly reducing operational burden by implementing automated monitoring and alerting mechanisms.
• Leveraged Amazon Web Services (AWS) technologies such as EC2, ECS Fargate, Lambda, SQS, SNS, Step Functions, Kinesis, and Cloudwatch to deploy and manage scalable and reliable applications.
• Authored Standard Operating Procedures (SOPs) and comprehensive troubleshooting guides for on-call teams to handle high-severity events efficiently.
• Designed and implemented health checks, and conducted regular monitoring, scaling, stress testing, and game-day simulations to proactively identify and mitigate potential issues ahead of peak events.
• Mentored junior team members, leading knowledge-sharing sessions to enhance team efficiency, operational expertise, and readiness for on-call responsibilities.

Sep 2014 – Dec 2017 · 3 yrs 3 mos

• Provided escalation support by troubleshooting and debugging reported bugs, contributing to improved service reliability and uptime during critical operations.
• Reduced bug resolution time by developing a self-service troubleshooting tool for commonly encountered issues, improving response times and overall efficiency.
• Achieved a 40% reduction in manual monitoring efforts by introducing automated scripts for routine operational tasks, increasing productivity and operational effectiveness.

Dec 2012 – Aug 2014 · 1 yr 8 mos · On-site

• Provided support for live production environments for Global Event Management applications at United Bank of Switzerland, ensuring seamless operations and minimal disruptions.
• Managed and resolved high-severity production issues, conducted root cause analysis, and implemented solutions to maintain business continuity and minimize downtime.
• Performed daily health checks and system monitoring to ensure optimal system performance and reliability, proactively identifying and addressing potential issues.