Nov 2021 – Oct 2023 · 1 yr 11 mos

• Global Catalog Operations Leadership: Managed global programs for Amazon’s product catalog, leading a 120-member organization of program managers, team leaders, and analysts across six countries. Drove end-to-end program execution to improve catalog quality, speed, and scalability in a high-volume e-commerce environment.
• Product Data Quality & AI Initiatives: Pioneered the “Correctness” and “Variations” programs, deploying automation and Generative AI models to enhance product data quality. Introduced machine learning solutions to auto-correct product titles, attributes, and relationships, improving customer-facing catalog accuracy and consistency.
• Process Innovation: Implemented process optimisations that boosted efficiency and freed capacity (equivalent to ~38 FTEs) by automating workflows and eliminating pain points in item setup and content update pipelines.
• Enterprise Programs & Cross-Functional Coordination: Directed a complex Return-To-Office program post-pandemic across 6 global sites (1,800 employees), establishing governance mechanisms and change management practices. Coordinated with HR, facilities, and senior leadership to ensure smooth execution of company-wide initiatives alongside core catalog programs.

Mar 2014 – Oct 2021 · 7 yrs 7 mos

• Service Delivery & Operations Management: Progressed through roles to become Operations Manager overseeing IT service delivery for a major APAC banking client (~65,000 end-users). Led a 180-member cross-functional team (technical support, engineering, project managers), ensuring operational excellence and SLA adherence in a 24x7 environment.
• Strategic Process Improvement: Drove continuous improvement and automation in service operations – implemented tools like Ansible and Riverbed Aternity for automated deployments and performance monitoring. Streamlined processes to reduce incident resolution times and improve system uptime, directly impacting client satisfaction.
• Stakeholder & Client Management: Acted as primary liaison between IBM and the client’s leadership, translating business needs into service improvements. Managed governance forums, reporting, and crisis management (including seamless transition of 250+ staff to remote work during COVID-19) to ensure business continuity and strong client relationships.