Organized Senior Program Manager committed to excellence with over 13 years of strategic goal and key objective development experience along with experience of managing large team in Operational Capacity. Well-versed in analyzing program performance and implementing actionable improvements to drive growth. Composed and calm in high-pressure environments by maintaining strong focus on action and customer satisfaction. Demonstrated leadership in systems implementation, program execution and process improvement engagements.
Accomplishments
Documented and resolved customer facing (ADX) issues which led to 50% increase in first time approval of campaigns and improved precision from 92% to 98% across 8 ad programs
Successfully launched ad relevance process, relevancy methodology and team set up for AMZ
Authored ad policy in partnership with legal for 3P advertising, Onsite advertising, Re-targeting programs.
Led ad auto-moderation program that reduced human moderation requirement by 56% in EN marketplaces.
Launched new product in partnership with marketing called AMZ Stores.
Supervised team of 120 staff members.
Program managed and SME support on ground up service of problematic keyword and advertiser suppression.
Skills
Implementation planning
Status updates
Agile Methodology
On-site plant support
Scope management
Policy interpretation
Lean/Six Sigma
Relationship Management
Deployment plans
Project coordination
Staff Management
Business administration
Digital Advertising
Work History
Sr. Program Manager, 03/2020 to Current Microsoft Corporation – Wenatchee, WA,
Mar20 - Present Sr. Program Manager in Amazon.com Services LLC Seattle.
Jul'19 - Mar'20 Program Manager-III in Amazon Development Services, India
Identified system needs and designed processes to support business requirements.
Collaborated with development teams, internal customers and product line management to verify delivery of desired quality requirements to distributors.
Launched [Type] program and gathered functional and business requirements to support team and mitigate risks.
Performed program research and analyzed data collection to develop cost estimates and budgets.
Directed [Number] simultaneous projects to boost business opportunities by [Number]%.
Mentored and supported [Number][Type] department employees to create strong workplace culture.
Devised tools and benchmarks to improve team performance and monitor production.
Collaborated with [Type] staff to define legal and operational parameters.
Established team priorities, maintained schedules and monitored performance.
Coordinated and planned [Timeframe] operational meetings to reduce inter-departmental redundancy.
Provided consultancy to [Type] department, serving as primary liaison between it and [Type] department.
Oversaw installation and onboarding process for [System].
Served as primary interface between business channels and internal departments, aligning wishes of sales and finance departments with customer service realities.
Collaborated with [Job title] to define and explore business challenges, creating technical roadmaps based on findings.
Worked closely with other departments to better understand product features and develop appropriate training materials.
Defined and managed feedback loop, integrating customer complaints and suggestions into future programmatic changes.
Manager III, Catalog (Sr. Business Manager (L6)), 07/2018 to 07/2019 Fourteen Foods – Whitesburg, KY,
Developed and rolled out new policies designed to bolster productivity and reduce overall [Type] costs.
Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Supervised creation of exciting merchandise displays to catch attention of store customers.
Leading team of 120 content ad reviewers covering US, UK, AUS, EU4, MX, JP and IN. Span include 8 Ops Manager, 10 Subject Matter Expert and 10 Content Lead
Managing three stream of business : A) Advertising policy authoring B) Ad Moderation (Aka Ad review), C) Ad Relevance
Partnered in Ad policy authoring for Display Ads, Mobile Ads, Mobile Apps, Video Shots, Product Ads, Sponsored links, Amazon ad network (AMAN) , Product relations and Dynamic Review Ads
Handling stakeholder for regions - UK, US, EU4, JP, IN, MX and AUS Region
Team comprises of linguists - French, Spanish, Italian , German and Japanese
Executed Competition benchmarking for Ad moderation and reduced the time to go live by 33.33%.
Benchmarking exercise to compare performance of AMZ used and refurbished against IN competitors.
Executed project to reduce ad policy escalations by 18.2% and setting up proactive alarms
Executed improvement project for advertiser experience (AX) platform
Set up the mechanism for shopper feedback on ad and review process.
Assistant Manager, 10/2006 to 05/2015 Genpact – City, STATE,
Leveraged fair evaluation processes, employee reviews and staff mentoring to drive performance and job satisfaction at all levels.
Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication.
Enhanced employee management by developing schedules, tracking time and administering payroll.
Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
Supervised operations team to support operational excellence and excellent customer service.
Wrote and shared [Type] and [Type] reports to help senior leadership make effective business decisions and plans.
Taught employees how to collaborate on daily job tasks and achieve service targets.
Devised, deployed and monitored processes to boost long-term business success and increase profit levels.
Monitored employee productivity and optimized procedures to reduce costs [Number]%.
Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
Developed productive, profitable and achievement-oriented working environments for employees.
Educated operations team on best practices, company policies and service excellence standards.
Oversaw and improved [Product or Service] deliveries worth over $[Amount] per year through efficient coordination of daily operations.
Estimated timelines-costs-resources. Utilized team inputs for plan-budget-timeline: Co-delivered program with Total Contract Value (TCV) of USD 29 Million
Managed relationships & coordinated with Senior client partners, C-Suite and internal teams – Planned & facilitated governance, workshops and translatedconclusions into recommendations
Lead program/project execution. Conducted analysis, interviewed clients. Tracked budget, over-runs, daily tasks & followed-up for problem resolution – Helped define optimized Operating Models, delivered productivity of +10%
Prepared project documents (action-risk-issue logs/customized & impactful presentations) & owned completion of all project/program deliverables. Captured lessons learnt and maintained program/project repository: Delivered 90% of projects, with a Voice of Customer (VOC) of 5/5 (100% Client Satisfaction)
Respond to Request for Proposal (RFP)
• Participated in Solution Identification, worked closely with the customer business leaders to understand their needs
• Drafted responses RFP, created program plan & cost
Education
No Degree: Senior Professional in Supply Management , Expected in Next Level Purchasing Association - North Carolina [Online], GPA:
No Degree: Certification in Project Management (CIPM), Expected in Institute of Project Management - New Delhi, India, GPA:
MBA: Executive General Management Program For Genpact, Expected in 03/2009 Indian Institute of Management - Kolkata, West Bengal India, GPA:
Bachelor of Science: Botany, Expected in 06/2004 Hemvati Nandan Bahuguna Garhwal University - Uttarakhand, India, GPA:
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