Jan 2024 – Present · 2 yrs 4 mos · On-site

• Self-Serve & Automation (Product-Led CS)
• 1. Owned product strategy and roadmap for Amazon’s self-service CX across chat, voice, and help center, reducing reliance on manual support.
• 2. Identified a 2M–4M contact reduction opportunity through structured failure-point analysis, shaping org-level investment and prioritization.
• 3. Built and prioritized a pipeline of 20+ product opportunities, aligning roadmap with engineering and product teams across quarterly planning.
• 4. Converted customer pain points into scoped product requirements, partnered with tech teams on execution, and tracked launch success metrics.
• Defect Detection & Resolution Platform
• 1. Owned product vision for Amazon India’s defect detection and resolution platform, focused on resolving product quality issues at scale.
• 2. Partnered with ML, legal, and engineering teams to automate a manual workflow using machine-readable inputs, enabling a global rollout covering 40% of platform volume.
• 3. Expanded platform scope by onboarding 3 new detection signals, adding 95K+ addressable cases and unlocking further defect reduction opportunities.
• 4. Introduced outcome-linked quality metrics and audits, improving defect resolution efficiency by 200 bps.
• 5. Led migration of regional detection models into a centralized global pipeline, eliminating 8,300+ annual manual hours and enabling advanced prioritization capabilities.
• Damage Reduction Strategy
• 1. Owned a multi-year strategy to reduce customer product damage, a major driver of negative post-purchase experience
• 2. Delivered 10% defect reduction in Year 1 and 12% in Year 2, improving experience for 1.8M+ customers annually
• 3. Drove preventive interventions across operations, packaging, and logistics, including inventory regionalization by damage risk and optimization of multi-unit packaging
• 4. Enabled product- and listing-level decisions through structured outlier identification, helping teams shift from generic fixes to root-cause-driven solutions

Nov 2021 – Jan 2024 · 2 yrs 2 mos · On-site

• 1. Identified a critical blind spot in the customer payments experience (~113K annual customer contacts with no existing visibility) — defined new upstream defect metrics, built a self-serve analytics solution, and drove the redesign of the "Your Transactions" page across Australia and Singapore stores.
• 2. Defined a new defect classification framework distinguishing genuine versus perceived customer defects, using customer voice data; built a scalable analytics product enabling targeted product interventions across 6,700+ customer-impacting defects.
• 3. Led search and discoverability optimization initiative — increased the weight of product trust signals in ranking logic, delivering approximately 9% reduction in product quality defects.
• 4. Designed an automated data pipeline and self-serve analytics layer to track support ticket KPIs, improving visibility across teams and enabling data-driven product prioritization.

Jan 2020 – Nov 2021 · 1 yr 10 mos · On-site

• 1. Managed business growth for UK-based sellers across product adoption, listing quality, and advertising investment, delivering GMS impact of $XX M annually.
• 2. Identified listing quality as a key growth lever for early-stage sellers — led a structured deep-dive and pilot to validate impact, resulting in its inclusion as a core lever in the seller growth program to improve revenue, discoverability, and conversion.
• 3. Built a centralized seller analytics product to track seller performance, enabling the team to prioritize high-impact growth opportunities.