Syeda Sana Fatima

Program Manager with 5 years at Amazon leading end-to-end global programs across 24 stores, 2 geographies and 800+ people operations. Proven track record of identifying systemic gaps, building scalable solutions and delivering measurable business impact across fraud risk, AI enablement and process transformation. Targeting AI Product/Program Manager roles driving roadmap definitions and feature development for AI enabled tools across Global Markets

Program Manager at Amazon (2024 – Present)

Payment Risk Operations - Leading end-to-end global programs across 24 stores, 5 operational functions and 800+ employees across 2 geographies

• Spearheaded cross-continental AI-enabled SOP tool adoption across India and US, defining OKRs and success metrics per rollout phase, achieving 18.75% faster process adoption, 15.79% quicker resolution and 21.8% reduction in manual SME dependency
• Pioneered Payment Risk's first AI-powered investigator curriculum, designed end-to-end training for 765 investigators featuring a live AI practice tool simulating real customer interactions, driving 38.9% increase in call adoption versus historical baseline and 98.7% post-call CSAT
• Founded and scaled Worldwide SOP Governance Council from zero, introduced agile review cadences across global teams, cutting turnaround time by 85% across 158 documents
• Identified critical fraud detection gap impacting account integrity. Independently scoped, built and launched end-to-end solution including SOPs, communications and enablement curriculum, preventing 4,564 incorrect reinstatements in Q1 2026 alone
• Led defect analysis across 9 global markets, translating findings into a targeted reduction program that achieved 100% CSAT and reduced incorrect actions by 9.65%
• Unified governance framework across 3 payment verticals, reduced defects rate by 19.76% and prevented 15% of bad debt from unauthorized transactions

Risk Investigator at Amazon (2021-05 – 2023-12)

Payment Risk Operations - Fraud case resolution and investigator performance management

• Resolved 7,500+ fraud cases annually maintaining 98.6% accuracy across complex multi-signal account reviews
• Built and owned performance improvement programs for 30 investigators, lifting team quality metrics by 12%
• Resolved 130+ executive escalations at 97.2% SLA compliance through cross functional root cause analysis and coordination
• Owned the Account Takeover minimization initiative end-to-end. Scoped the problem, coordinated workstreams, and delivered a 5% improvement in key operational metrics
• Drove global chargeback reduction across multiple markets, delivering ~$40K USD in annual cost savings

Master of Science in Nutrition – Osmania University (2019-01 – 2021-01)

Bachelor of Science in Nutrition – Osmania University (2017-01 – 2019-01)