Program Manager at Amazon (2024-07 – Present)
- Spearheading end-to-end Air Transportation Program Management for Amazon's logistics network, driving strategic initiatives across procurement, carrier management, network optimization, and delivery acceleration.
- Leading air freight procurement and commercial negotiations with major aviation partners including Air India, IndiGo, QuikJet (ASL), BlueDart, and AFCOM Holdings to secure cost-effective and scalable transportation solutions.
- Managing strategic carrier partnerships, contract governance, pricing negotiations, and SLA adherence, ensuring sustained operational reliability across all business cycles — from day-to-day BAU operations through peak and critical business periods.
- Driving network optimization initiatives by evaluating air routes, transit timelines, and fulfillment strategies to improve customer delivery promise and enhance logistics efficiency across markets.
- Overseeing Demand Forecasting, Supply Chain Planning, and Capacity Allocation to ensure optimal utilization of air infrastructure while balancing cost, speed, and operational efficiency.
- Developing and executing annual and quarterly transportation budgeting strategies, ensuring effective cost governance and alignment with business growth projections.
- Collaborating with cross-functional stakeholders across operations, supply chain, finance, fulfillment centers, last mile and compliance teams to implement scalable logistics and transportation solutions.
- Leading contingency planning and operational readiness programs for sale (peak) seasons and business events to ensure uninterrupted transportation and delivery performance.
- Analyzing market intelligence, carrier capabilities, freight trends, and operational data to support strategic sourcing decisions and long-term transportation planning.
- Contributing to the development of data-driven and AI-enabled capacity planning models to improve forecasting accuracy, operational agility, and cost optimization.
- Partnering with Dangerous Goods (DG) and operational teams to optimize air-eligible inventory selection and improve fulfillment speed for restricted product categories.
- Ensured zero air charter cancellations during fog season through strategic contingency planning; received 'Rising Star Award – 2024'.
- Contributed to development of an AI-driven air capacity planning model for demand forecasting and cost optimization.
- Represented Amazon at global forums including the Rise & Lead Summit (Netherlands) and Women in Aviation Conference (Dallas).
- Appointed Lead for Amazon's 'Women at Air – India Chapter', driving leadership and diversity initiatives.
Process Expert at Amazon (2023-10 – 2024-07)
Orchestrated large-scale Regulatory Compliance Operations for Amazon Europe marketplaces, ensuring seamless alignment with evolving sustainability and marketplace governance frameworks.
- Streamlined complex compliance workflows through Automation-Led Process Transformation, significantly improving operational throughput, scalability, and validation efficiency.
- Handled high-volume compliance operations involving validation of 12,000–13,000 seller registrations daily, ensuring accuracy, regulatory adherence, and operational efficiency.
- Strengthened Risk Mitigation and regulatory governance by driving high-precision product and seller compliance assessments, reducing exposure to operational and financial risks.
- Enabled Workforce Optimization and process standardization initiatives by redesigning validation mechanisms and eliminating manual inefficiencies across compliance operations.
- Partnered with global cross-functional teams to enhance Process Controls, improve quality benchmarks, and reinforce compliance reliability across high-volume operational environments.
- Played a pivotal role in advancing Continuous Improvement Initiatives by leveraging analytical problem-solving and operational enhancement methodologies within compliance programs.
- Consistently recognized for delivering Operational Excellence, superior quality standards, and impactful automation-driven business improvements across Amazon's compliance ecosystem.
Senior Product Compliance Associate at Amazon (2021-12 – 2023-09)
Managed end-to-end compliance validation operations for Amazon Europe marketplaces, ensuring seller adherence to Extended Producer Responsibility (EPR) regulations across Germany, Spain, and France.
- Performed detailed verification and approval of seller registrations against regulatory frameworks and marketplace compliance standards for electronic product lifecycle management.
- Conducted compliance assessments, seller data verification, and regulatory risk analysis to minimize non-compliance exposure and strengthen marketplace governance.
- Developed and implemented automation solutions using Python, Selenium, HTML, and web scraping methodologies to streamline manual validation workflows and improve operational productivity.
- Improved process efficiency and compliance accuracy by designing scalable validation mechanisms aligned with evolving European regulatory requirements.
- Collaborated with cross-functional compliance, operations, and quality teams to drive process optimization, quality enhancement, and continuous improvement initiatives.
- Supported risk mitigation and governance activities by identifying validation gaps, improving audit readiness, and ensuring adherence to Amazon compliance policies.
Team Lead at Think & Learn – BYJU'S (2020-10 – 2021-09)
Led customer escalation team focused on service level agreement achievement and quality resolution standards.
- Led 15-member customer escalation team, achieving 85% SLA compliance while maintaining high quality resolution standards, showcasing people management capabilities.
- Experience in working on KPIs such as Service Level Agreements (SLA), Time to Escalate (TTE), Customer Satisfaction (CSAT), First Contact Resolution (FCR), and Mean Time To Resolution (MTTR).
- Implemented streamlined escalation management process by onboarding SalesForce CRM, reducing average resolution time by 0.5 days.
- Collaborated with the cross-functional stakeholder teams to incorporate enhanced technical features into the application, leading to improved customer satisfaction ratio.
- Improved operational efficiency by 20% and reduced resolution TAT by 0.5 days through Salesforce process transformation.
Process Specialist at Think & Learn – BYJU'S (2019-07 – 2020-10)
Specialist role focused on process optimization and operational excellence.
