Abhishek Tyagi

The Program Manager, Catalog role focuses on several core areas.

Team Leadership and Development.

• Managing catalog specialists and leads (typically L3, L4, and L4 People Manager and individual contributors).
• Building high-performing teams through hiring, coaching, and performance management.
• Providing mentorship and career development guidance
• Conducting performance reviews and talent assessments.

Operational Management

• Overseeing day-to-day catalog operations and ensuring quality standards
• Managing team metrics and service level agreements (SLAs)
• Driving process improvements and operational excellence initiatives
• Handling escalations and removing roadblocks for the team

Stakeholder Management & Communication

• Collaborating with cross-functional partners and internal stakeholders
• Presenting updates and metrics to senior leadership
• Managing relationships with external partners and vendors
• Facilitating effective communication across teams

Strategic Planning

• Contributing to team strategy and resource planning
• Analyzing business metrics and driving data-driven decisions
• Implementing change management initiatives
• Supporting organizational goals and priorities

Marketplace & Configuration ManagementYou are responsible for a particular marketplace or product line where you manage systemic configurations, including troubleshooting and correcting guidelines that impact Amazon's pricing. You use your knowledge and skills to root cause issues with high pricing impact that get side-lined by automated internal systems when exception thresholds are breached or manual configuration defects are identified.

Process Development & TrainingYou interact with stakeholders to create and update SOPs for straightforward problems you encounter, standardizing them to ensure all marketplaces follow the same model to improve efficiencies. You help train Catalog Automation Leads on enhanced configuration rules and develop processes or tool components with documented SOPs for new processes or activities undertaken by your team.

Deep Dives & AnalysisYou perform deep dives on configuration issues to generate insights and drive decisions with technology teams. You're responsible for coming up with suggestions to improve business metrics and provide operational insights to stakeholders, driving actions to enforce them.

Stakeholder CommunicationYou communicate with stakeholders to review weekly metrics and provide weekly/monthly updates on processes via WBRs/MBRs. You clearly articulate customer impacts and any steps taken to resolve or mitigate risks. You manage meetings effectively and are trusted to present decisions to leaders up to three levels above you (L7).

Collaboration & Problem-SolvingYou work tactically, handling straightforward problems and efforts. You escalate roadblocks and risks appropriately when work significantly deviates from documented practices or when barriers arise. You collaborate with stakeholders, peers, and managers to deliver consistent results.

• Spearheaded the implementation of a new customer relationship management system, leading to a 30% increase in operational efficiency.

• Led a team of 15 associates to achieve a 20% increase in process efficiency within the first year of joining.
• Implemented a new quality control system which resulted in a 15% reduction in errors and rework.
• Successfully streamlined process workflows, resulting in a 25% reduction in average handling time.

• Spearheaded a team of 15 customer service representatives, achieving a 20% increase in customer satisfaction scores within 6 months.
• Implemented process improvements that resulted in a 30% reduction in customer complaints and a 15% increase in first-call resolution rate.
• Mentored and trained new team members, contributing to a 25% decrease in average handling time for customer queries.

• Developed and delivered training modules resulting in a 25% increase in overall employee productivity.
• Implemented a new mentoring program, resulting in a 15% increase in employee satisfaction and retention.
• Conducted performance evaluations and provided targeted coaching, leading to a 20% improvement in employee performance.

• Achieved a 15% increase in customer satisfaction scores by implementing personalized service strategies and consistently addressing client needs.
• Advised and guided clients on financial products and services, resulting in a 20% growth in portfolio value over the course of one year.
• Developed and executed innovative sales techniques, leading to a 25% improvement in monthly sales targets.