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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.
- 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.
- Implementation planning
- Status updates
- Agile Methodology
- On-site plant support
- Scope management
- Policy interpretation
- Lean/Six Sigma
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- Relationship Management
- Deployment plans
- Project coordination
- Staff Management
- Business administration
- Digital Advertising
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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 translated conclusions 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
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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