Aishwarya S Menon

Roles and Responsibilities

1. Lead a team of 60 individuals that included Ad policing managers, Catalog Leads, SME's and Quality/Appeal handlers who were involved in conducting audits for High impression gaining ads and address Advertiser onboarding request, Appeal's and suspension program.

2. Build mechanisms and deploy measures to improve shopper and advertiser experience by reducing inconsistency in moderation and reduce advertiser friction.

3. Managing business metrics and processes, with appropriate operational metrics aligned with business goals. Establish processes for measuring, tracking, and driving continuous improvement of KPI and VP goals.

4. Assess right capacity to achieve business objectives by foreseeing capacity issues and works independently with the leadership team to plan and set expectations

5. Own the output quality for processes and functions, Analyze defects and develops programs that fix root causes, escalating when required to drive closure. Collaborate with support/tech/process excellence teams and cross functional teams to fix processes, and tools and ensure that proactive changes have a positive impact on quality measures

6. Own structured communication with all internal and external stakeholders, making recommendations that are backed by sound rationale and relevant data. Own program-based communication to ensure all stakeholders are apprised of the progress, changes, expectations, and next steps. Communicates seasonally to appraise the stakeholders of the shift in focus areas and priorities and raise flags proactively with interim workarounds to solve for the problem.

7. Build and scale process-related solutions that have metric impact through multiple projects and automation; drives adoption of solutions across teams, define clear and detailed operations specifications for tool/feature changes and works with tech and product teams to prioritize effectively.

8. Owns processes, staffing and metrics for the function, Conducts periodic people review along with the HR team attracts the right talent, enable active coaching and performance improvement. Create a high performing team with successful rate of progression & promotions.

Key Projects and Initiatives Delivered in Amazon

1. Set up the centralized critical defect reduction team which currently does the accuracy check for transactions processed by both human and machine pipeline for all EN locales. (US,UK,CA,AU,SG,IN)

2. Ideated and established two programs which currently aims at improving Advertiser and Shopper Experience (MIDAS - Moderation Inspection and Decision Appeal Squad which focuses on addressing escalations from Advertisers & DART - Defective Ad Resolution Team focusing on Defect discovery and elimination.

3. Partnered with Product and Tech to build automated workflow for Appeals (Stark), Inquest (Real time assistance tool) and multiple levers specific to machine learning improvement, rule creation and deployment.

4. Set up Advertiser suspension review program to proactively guard the system from bad actors and take required measures such as suspension, watch list and hard blocking.

5. Conceptualized and lead employee engagement framework to promote the culture of Innovation, collaboration, engagement and activation.

6. Collaborated and lead org level initiatives such as Amazon future builder program, D&I activate fire side chat series, All Hands, PWD programs and Mentored Interns joining Amazon as a part of student programs.

1. Manage a team of 20 associates which includes content reviewers, sr.content reviewers and catalog leads who were involved in the process of reviewing critical and high risk escalations (Director, SVP, VP, Media houses and Publications), review shopper feedback on Amazon advertising and also manage appeal requests from Advertisers.

2.Partner with the development team to design the process flow and workflow tool for new advertisement products launches and new market place launches

3. Dive deep, identify defect patterns and work with partner teams like Tech, Training, and Policy and product team to deploy preventive actions.

4. Set the vision, direction, and culture of the team by managing individual and team performance expectations and goals.

5. People management i.e. appraisal, training and mentoring talent to grow within the organization & control attrition. Ensures employees growth & development, set priority, drive motivation & engagement for employee.

5. Monitor real time service levels and schedule adheren.

6. Serve as a point of contact for escalated contact resolution of a supervisory nature or complex problem.

7. Manage and drive staffing plans, cost analysis, schedules, quality initiatives, process change initiatives, projects and other Change/Kaizen initiatives as required

8. Responsible for productivity and quality of the team - provide individual coaching feedback sessions, and have weekly one-on-ones with team members to improve performance and quality

9. Use data to drive decisions related to operational issues and highlights issues to negotiate with customers on the nonstandard expectation with stakeholder engagement/support.

10. Executes projects or assigned components of a larger project to improve processes, using tools or reporting to achieve quality metrics or improvements.

Key Initiatives and Projects Managed-

1. Built and strategized Advertiser Contact Metrics focusing on reducing reopen rate, overturns and improving first contact resolution. Was able to improve FCR rate by 767 BPS and reduce reopen rate on advertiser contacts by 9.41%.

2. Launched Gemba across WWAS BLR, DEL and JP to solve for process/product gaps and also solve for abnormalities of any nature.

3. Partnered with ADAM automation team to move manual registration to automated and self serve onboarding process for all EN and NE locales.

4. Proactively solved for multiple process blows with real time monitoring of the business. Fraud attack on Self registration, Incorrect Fatal Annotator deployment, Script bug etc.

4. Was able to achieve a connection score of 4.2 overall with Manager satisfaction score at 4.5.

5. Andon cord defect reduction by 60% partnering with stake holders across MARS, Product, Program and Catalog team

6. Owned root cause analysis, strategic partnership with various stakeholders in program, product, policy and tech to build effective framework for reducing escalations and also own COE writings centrally for WWAS for SVP review.

1. Managed a team of 21 associates effectively with an increasing performance by coaching and developing associate’s skills. The team is one among the top performing teams in the site for the last 3 months.
2. Have been able to consistently maintain a connection score of 4.5.
3. Conducted regular risk assessments and quality dive deep. Led the team to perform above standard in quality resolutions with scores of 98% accuracy, with an error rate goal of 5% or less.
4. Maintained and Monitored reports from the OII/WFM teams ensuring there are no compliance or behavior misses.
5. Routinely created and analyzed productivity reports
6. Investigated trends, surfaced issues, identified root problems and collaboratively worked with team / associate to effectively resolve the issues
7. Analyzed and resolved escalated customer questions, concerns, or problems requiring experience or knowledge beyond individual associate's scope of responsibility
8. Evaluated employee performance on a monthly basis and coached and trained accordingly increasing quality of work and employee motivation
9. Facilitated team manager calibration meetings, ensuring consistent alignment of customer contact quality measurements.
10. Identified and corrected advisor's deficient performance and behaviors, achieving maximum productivity.

1. Handled a team consisting 14 SME’s working on different projects. Transaction audits (SWAT), T4 (Trouble Ticketing), Racerx (Automation pilot), Outbound Call and MIS. Was able to successfully help move 5 SME’s to the next role.
2. Driving projects at site level and providing inputs to the operations to increase/sustain performance.
3. Handle site escalations and provide a summary of events and suggestions to improve process to avoid escalations in future.
4. Have also worked with multiple external teams such as RBS, Paragon workflow team, Alerts and opportunities
in order to streamline the process to provide better seller/vendor experience.
5.Driving seller experience through effective quality audits, ATM mechanism. Identification of process opportunities, understanding the criticality and impact of it towards business and sellers and escalating to the right POC.
6. Strong data analysis and problem solving skills.
7. Acting Supervisor role – Responsible for performance of the team, timely task completion, coaching and feedback sessions and Leave Management.

8 Root cause analysis of the site PRR and Resolve rate through the PRR Dashboard. Dive deep skills to ascertain the key AOI for the site and representing the BLR site for WBR from quality perspective.
9. Andon cord dive deep and analysis. Impact of Andon cord on KPIs, Adjusted Bottom Quartile analysis. Impact of ABQ’s on network level and BLR. Associate Transaction Monitoring- conducted CTC audits for all the supervisor’s to understand the efficiency of the audits initiated on PRR.

10 M@ Project Contributor – Refresher sessions, PKTs and dive deep on pre and post project performance

People Engagement
- Led the ACE team which focused on People Engagement for BLR site.
- Conducted Training sessions for New Hire batches on Quality and Seller Experience
- Organized Seller experience kiosk/event every quarter to address all the issues concerns from a process and operational stand point that associates could have.
- Have been a helping hand to the SITE engagement specialist in organizing events for peak and LST visits.
- Conducted Talk shows with the associates, advisors as a part of Employee exchange program.
Co-Location Projects
- Working with Partner site (MUM) in order to improve their network level Associate Transaction Monitoring Accuracy score.
- Audited outbound calls initiated by Partner sites (JAI, MUM) to check the quality of calls initiated

1. Demonstrate end to end ownership of every seller interaction coupled with proactive problem solving and provides exceptional support to sellers. Also, effective, clear and professional written and oral communication.
2. Provide prompt and efficient service to Amazon Sellers and Merchants including the appropriate escalation of Sellers’ issues.
3. Maintain a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.

4. Contribute to a positive team environment and proactively aids team members with difficult contacts as needed.
5. Maintain acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.