ANAND THAWAIT

Project Manager

Bengaluru, Karnataka, India7 yrs experience
Highly Stable

Key Highlights

  • Led high-performing teams in fast-paced environments.
  • Achieved 99.5% SLA compliance through process optimization.
  • Implemented data-driven strategies to enhance customer experience.
Stackforce AI infers this person is a Project Management professional in E-Commerce and SaaS industries.

Contact

Skills

Core Skills

Project ManagementOperations ManagementCustomer Relationship ManagementCustomer ExperienceCustomer SupportTechnical SupportBusiness DevelopmentSales

Other Skills

Technical Project ManagementProject Management TrainingProject DirectionCustomer EngagementAgile & Waterfall MethodologiesService OperationsSix Sigma Green BeltLean ManagementProgram DeliveryTeam Leadership & MentoringStakeholder ManagementPerformance Monitoring & ReportingCSAT / NPS ManagementCross-functional Team LeadershipClient Relationship Management

About

Operations and Project Management professional with experience leading high-performing teams in fast-paced, high-volume environments. Currently a Project Team Manager at Amazon, I own end-to-end execution across operations, focusing on process optimization, compliance, and consistent delivery against stringent performance metrics. My career progression has been built on moving from frontline execution and people leadership to broader project and program-level ownership at scale. I leverage data-driven insights and cross-functional collaboration to improve efficiency, resolve bottlenecks, and enhance customer experience. With an MBA in Marketing from NMIMS and a foundation in Mechanical Engineering, I bring a structured, analytical approach to problem-solving, execution, and stakeholder alignment. Skilled in Agile delivery, Lean process improvement, and performance governance, I am passionate about building scalable processes, developing strong teams, and driving sustainable outcomes. Open to opportunities in Operations, Program, and Project Management roles.

Experience

7 yrs
Total Experience
2 yrs 11 mos
Average Tenure
1 yr 2 mos
Current Experience

Amazon

Project Team Manager EMEA/NAMER

Apr 2025Present · 1 yr 2 mos · Bengaluru, Karnataka, India · On-site

  • Led a high-performing project team of 9 members in a fast-paced environment, ensuring consistent workflow execution and achievement of key performance metrics
  • Drove operational excellence by monitoring KPIs, resolving process bottlenecks, and maintaining 99.5% internal SLA compliance
  • Coached and developed team members to improve performance, strengthen accountability, and foster a culture of continuous improvement and safety
  • Partnered cross-functionally to implement process enhancements aligned with customer-first principles and operational objectives
  • Leveraged data-driven insights to support decision-making and enhance overall customer experience
Technical Project ManagementProject Management TrainingProject DirectionCustomer EngagementAgile & Waterfall MethodologiesService Operations+4

Tsi

Team Leader

May 2024Apr 2025 · 11 mos · Bengaluru, Karnataka, India · On-site

  • Led and developed a 15+ member operations team, driving productivity, accountability, and consistent service delivery outcomes
  • Owned end-to-end workflow execution, ensuring 98.5% SLA compliance in a high-volume, client-facing environment
  • Served as the primary point of contact for key clients, strengthening relationships and improving service quality
  • Tracked and analyzed KPIs (CSAT, NPS, FTR) to identify gaps and drive data-backed performance improvements
  • Implemented process and workflow enhancements that reduced turnaround time by 25% and improved efficiency
  • Collaborated cross-functionally to resolve risks, address service gaps, and enhance overall customer experience
Project ManagementOperations ManagementProgram DeliveryTeam Leadership & MentoringStakeholder ManagementPerformance Monitoring & Reporting+9

Think & learn

4 roles

Team Leader

May 2022Dec 2022 · 7 mos

  • Led and motivated a 110+ member operations team, driving customer experience excellence and consistent achievement of performance targets
  • Implemented structured performance improvement plans and training programs, improving productivity, accountability, and service quality
  • Designed and scaled workflow and resource optimization frameworks, reducing inefficiencies and operational bottlenecks
  • Monitored real-time performance using CSAT, DSAT, and productivity metrics, strengthening SLA adherence and escalation management
  • Partnered cross-functionally to drive process reengineering, automation, and agile task execution, improving efficiency and responsiveness
Problem SolvingPerformance OrientedCustomer ExperienceStrategic ConsultingKey Client RelationshipsQuality Control+17

Asst. Manager – CRM

Promoted

Jan 2022May 2024 · 2 yrs 4 mos

  • Led and managed a 30-member CRM team, driving customer retention (improvements up to 65%), engagement, and revenue growth across high-volume programs (₹3Cr+)
  • Owned CRM strategy and execution with a focus on retention, churn reduction, and customer lifetime value (CLV)
  • Implemented CRM tools including Salesforce and LeadSquared to automate and streamline workflows, improve data management, and enhance campaign effectiveness
  • Designed and executed upsell and cross-sell initiatives, increasing customer loyalty and incremental revenue
  • Monitored and analyzed KPIs (CLV, CSAT, churn) to drive data-backed improvements; recognized as a top performer for 8 consecutive months
  • Partnered cross-functionally with sales, marketing, and product teams to align CRM initiatives with broader business objectives
Performance ImprovementAgile WorkflowProject ManagementProduct ManagementTeam ManagementCross-functional Team Leadership+15

Product Specialist

Promoted

Oct 2019Apr 2022 · 2 yrs 6 mos

  • Delivered technical support and troubleshooting to ensure seamless product functionality, high customer satisfaction, and 98% SLA compliance
  • Led end-to-end customer onboarding, configuration, and product walkthroughs, improving adoption and reducing post-sale issues
  • Implemented service automation and structured escalation management, reducing response times and minimizing downtime
  • Partnered with product and engineering teams to resolve recurring issues, enhance usability, and improve overall customer experience
Service Request ManagementPerformance OrientedCustomer ExperienceService-Level Agreements (SLA)Quality ControlSalesforce.com+11

Business Development Associate

May 2019Sep 2019 · 4 mos

  • Drove lead generation and client acquisition, managing the end-to-end sales cycle from prospecting and pitching to deal closure and post-sale follow-ups; achieved ₹5L in revenue on a bi-weekly revenue
  • Leveraged CRM systems and sales automation to track leads, analyze customer data, and improve conversion rates and revenue performance; executed high-volume cold calling campaigns
  • Partnered with marketing and product teams to execute targeted outreach strategies, expand the customer base, and build long-term client relationships
Performance OrientedStrategic ConsultingProduct KnowledgeClient RelationsSalesforce.comMicrosoft Office+3

Education

SVKM's Narsee Monjee Institute of Management Studies (NMIMS)

Master of Business Administration - MBA — Marketing

Jun 2020May 2022

Lakshmi Narain College of Technology, Kalchuri Nagar, Raisen Road, Post Klua, Bhopal-462021

Bachelor of Engineering — Mechanical Engineering

Jan 2014Jan 2018

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