Apr 2023 – Nov 2024 · 1 yr 7 mos

• As Senior Manager of Books Risk Operations, I lead a global team of 400+ members across 4 sites in 3 countries with an annual OPEX of ~$5M. My role focuses on enhancing operational excellence, cross-country collaboration, and achieving strategic goals through data-driven decision-making and risk mitigation initiatives.
• Key Achievements:
• Developed and implemented a site-mix strategy, launching a new Hyderabad site, scaling the India team from 80 to 250+ and relocating high-cost roles to Costa Rica and India. This initiative reduced cost-per-headcount by 25%, saving $250K annually.
• Collaborated with cross-functional teams to assess new product offerings using FMEA and implemented machine learning models that improved fraud detection by 36%, delivering $6M in annual savings.
• Led risk mitigation strategies to ensure operational continuity during critical events, including the COVID-19 pandemic, and natural disasters like the Chennai floods and Cyclones.
• Partnered with legal and policy teams to develop key strategic policies, launching hate speech regulations and successfully resolving over 50 CEO-level escalations.
• Spearheaded continuous process improvements through Gemba Walk initiatives, delivering $1M in annualized savings and fostering leadership development by building a pipeline of 10+ senior managers.

Dec 2020 – Mar 2023 · 2 yrs 3 mos

• As Books Risk Worldwide Operations Manager, I oversaw a 300+ member global team, focusing on improving operational efficiency, scalability, and high-quality performance. My leadership enabled process optimization and significant cost savings across the organization.
• Key Achievements:
• Transitioned Costa Rica’s site to a fully virtual model, generating $500K in annual savings while developing hybrid work models for India and South Africa to enhance flexibility.
• Introduced operational excellence frameworks, setting "Process Yield" goals that resulted in $450K in annual cost savings through continuous innovation and process enhancements.
• Architected a robust quality assurance and audit strategy that monitored 1.85MM monthly work units, setting up feedback loops and sampling methods that drove continuous improvements and ensured adherence to SLAs.
• Optimized labour and cost efficiencies by developing scalable operations models, which improved handling of high-volume periods while maintaining service quality.
• Ensured data-driven decisions and measurable work outcomes, establishing transparent processes that enhanced accountability and operational performance across teams.

Sep 2016 – Nov 2020 · 4 yrs 2 mos

• In this role, I managed a 150+ member team, scaling operations in Chennai and introducing processes that identified and mitigated fraud and abuse risks within Amazon's Books business.
• Key Achievements:
• Scaled the Chennai operations team from 5 to 150+ members, fostering a high-performance culture that consistently surpassed operational goals.
• Launched multiple fraud and abuse detection processes, preventing fraudulent activities related to publishers and customers, ensuring operational integrity.
• Applied Failure Modes and Effects Analysis (FMEA) to launch key products like Indic language for Kindle eBooks and Amazon Book Club, ensuring risk-free, high-quality post-launch operations.
• Monitored product performance post-launch using data analytics, ensuring smooth operations with minimal disruptions to customer experience.
• Streamlined workflows through Kaizen methodologies, delivering process efficiencies and saving $250K annually through innovations and simplifications.

Nov 2014 – Aug 2016 · 1 yr 9 mos

• As a Team Lead - Customer Resolution, I played a critical role in handling escalated customer issues, ensuring prompt resolutions while upholding Amazon's high-quality service standards.
• Key Achievements:
• Successfully resolved high-priority customer escalations, often involving complex product issues and policy-related concerns, maintaining high levels of customer satisfaction.
• Collaborated with cross-functional teams to implement improvements in customer service processes, reducing resolution times by 15% and enhancing overall customer experience.
• Developed a customer service knowledge base that helped streamline response times and increased team efficiency in handling complex queries.

Sep 2012 – Oct 2014 · 2 yrs 1 mo

• Starting my career at Amazon as a Customer Service Associate, I contributed to frontline customer service, gaining hands-on experience in resolving customer issues and ensuring satisfaction.
• Key Achievements:
• Achieved the highest customer satisfaction ratings in my team for 12 consecutive months by consistently exceeding resolution time and quality benchmarks.
• Assisted in training new hires and improving the efficiency of customer support workflows, contributing to the overall performance of the customer service team.
• ➤ Specialties: Global Operations Management, Risk Mitigation, Fraud Prevention, Operational Excellence, Process Optimization, Cost Reduction, Cross-Functional Collaboration, Leadership & Team Management, Strategic Planning, Books Risk Operations, Content Risk Management, Failure Modes and Effects Analysis (FMEA), Quality Assurance, Data Analytics, Fraud Detection, Machine Learning Models, Risk Strategy Development, Customer Resolution, Operational Efficiency, Audit Strategy, Continuous Improvement, Remote Work Strategy, Virtual Operations Management, Hybrid Work Models, Scaling Operations, OPEX Management, Kaizen Implementation, Gemba Walks, Innovation in Operations, Project Launch Management, Post-Launch Performance Monitoring, Site-Mix Strategy, Cost-Per-Headcount Optimization, Workforce Scaling, CEO Escalation Management, Policy Development, Business Continuity Management, Crisis Management, Leadership Pipeline Development, SLAs and Workflow Establishment.

Jul 2010 – Jun 2012 · 1 yr 11 mos · Chennai, Tamil Nadu, India · On-site