Saurav
Manager - Program & Operations
Delhi
Summary
Accomplished leader at Amazon, specializing in operations and program management. Expert in driving process improvements and cultivating talent to achieve significant operational efficiencies.
Overview
15
15
years of professional experience
Work History
Global Program Leader - JWO, Physical Stores
Amazon
04.2024 - Current
- Improved program efficiency by streamlining processes and implementing best practices.
- Collaborated with development teams, internal customers, and product line management to verify delivery of desired quality requirements to distributors.
- Drove working backwards strategy for a portfolio of complex and ambiguous programs and projects, influencing both technical and non-technical investment choices that cultivated long-term innovation for customers.
Site Leader - JWO, Physical Stores
Amazon
01.2024 - 04.2024
- Managed Machine Learning (ML) Data Operations team of ~400 associates, 23 Team Managers and 6 Operations Managers.
- Evaluated employee performance regularly, providing constructive feedback and identifying opportunities for growth and development.
- Championed continuous improvement initiatives that led to streamlined processes, reduced waste, and higher overall operational efficiency.
Sr. Operations Manager, JWO, Physical Stores
Amazon
08.2021 - 12.2023
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
FinOps Manager - US Payroll
Amazon
06.2019 - 07.2021
- Managed three sub functions of US Payroll team, Customer experience (Cx), Anytime Pay (ATP) and Support functions
- Reviewed staffing plan, and closely worked with recruitment team to hire and streamlined new hire (NH) training to reduce the learning curve of NHs.
- Partnered with controllership to review the effectiveness of current controls, create mechanisms to identify any existing risks and control measures.
- Strengthened escalation management to ensure timely response, and deep dive on any employee impacting issues.
CS Group Manager
Amazon
08.2014 - 05.2019
- Led 6-8 Team Managers & 100-150 Customer Service Associates.
- Defined appropriate operational metrics aligned with business goals; established processes for measuring, tracking, and driving the continuous improvement of these metrics.
- Used verbal and written communication to clearly explain issues and the paths to resolution quickly and succinctly to the associates.
- Reviewed Standard Operating Procedures (SOP), processes and tools to recommend changes that had a positive impact on quality measures.
CS Lead
Amazon
12.2010 - 08.2014
- Led a team of ~15-20 customer associates across various channels, Phone, Email & Chats.
- Enhanced team productivity by streamlining processes and implementing time-saving strategies.
- Identified areas for improvement within the organization, spearheading change initiatives that had a lasting impact on operations.
- Mentored junior team members, providing guidance on professional development and career growth opportunities.
- Optimized internal processes for improved efficiency, resulting in faster project completion times.
CS Associate
Amazon
11.2009 - 11.2010
- Worked varied hours to meet seasonal and business needs.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
Education
Leadership Development Program
Indian School of Business
Hyderabad01.2023
BTech in Bio Technology
ICFAI Tech
Dehradun, India05.2009
Skills
Operations Management
Program Management
Compliance Review
Goal Planning
Process Improvement
Hiring and developing talent
Product life cycle management
Accomplishments
- Worked on same day processing of full & final payments of California employees, resulting in savings on ~30 HC and $1.7MM overpayments.
- Scaled up Accuracy team for JWO powered Physical stores. It helped to reduce the engineering effort by ~600 hours monthly (4 SDEs).
- Launched two tools to streamline Operations Polaris and Zeus.
- Worked on a project to automate appeal process for Amazon Student prime. Led to annual savings of ~83 associates for which he received the prestigious "Door Desk" award.
- Collaborated with the Customer Service leaders to launch North America Phones process in India.
Timeline
Global Program Leader - JWO, Physical Stores
Amazon
04.2024 - Current
Site Leader - JWO, Physical Stores
Amazon
01.2024 - 04.2024
Sr. Operations Manager, JWO, Physical Stores
Amazon
08.2021 - 12.2023
FinOps Manager - US Payroll
Amazon
06.2019 - 07.2021
CS Group Manager
Amazon
08.2014 - 05.2019
CS Lead
Amazon
12.2010 - 08.2014
CS Associate
Amazon
11.2009 - 11.2010
Leadership Development Program
Indian School of Business
BTech in Bio Technology
ICFAI Tech