Amrita Hazra
Digital & Business Transformation specialist
Bengaluru
Summary
Award-winning digital transformation Program Manager with multi-industry experience. Specialized in delivering scalable product and programmatic solutions, with a proven track record in guiding strategic initiatives. Skilled in monitoring cross-company projects and collaborating with senior executives for high-level decision-making. Adept at driving end-to-end execution, overseeing operations, and ensuring successful outcomes. Experienced in building and leading high-impact teams. Holds a top-tier Masters in Business Administration and a Bachelors degree in Computer Science.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
4
4
Languages
Work History
Program lead - Returns Customer Experience
Amazon
10.2020 - 6 2023
- Led multi-year defect reduction road-map for 30+ consumer categories across Retail and Amazon Pay stores
- Drove defect reduction by 34% above operational goal in 'must-win' categories through deep analysis of customer issues and cross-functional initiatives
- Proactively identified 20x spike in abuse-driven customer contacts vs
- The previous year & de-risked customer experience disruption by collaborating with customer service operations and capacity planning
- Delivered 90% contact elimination for targeted segment by overhauling the returns customer experience through product interventions.
Senior Program Manager - Global IT Platforms
Unilever
05.2018 - 10.2020
- Spearheaded global Cloud implementation to deliver 35% reduction in TCO (Total Cost of Ownership) of Unilever's logistics platform serving 100+ markets
- Orchestrated 7 parallel end-to-end cloud implementations by leading a 40-member cross-functional team, reporting directly to senior leadership
- Led financial management of 12 Million Euro budget, delivered 1.2 Million Euro in savings
- Drove IT operations by ITIL standards; including life cycle management, regulatory and security compliance, infrastructure and identity management.
Global Solution Delivery Manager
Unilever
04.2017 - 05.2018
- Delivered integrated IT solution spanning 13 applications and managed 8 Million Euros budget to reduce advance payments to logistic partners by 90%
- Received VP's appreciation for delivering 15% savings on program budget by employing multi-vendor model, location strategy, and solution reusability
- Led a 30-member team of Business Partners, Functional SMEs, and technical SMEs to deliver in hybrid (Waterfall+Agile) model.
Process & Technology Business Partner - Supply Chain
Unilever
08.2015 - 04.2017
- Partnered 10 markets in SEAA to deliver Digital Finance Transformation program
- Led business requirement analysis for SAP ECC customization and provided Subject Matter Expertise for technical implementation.
Unilever Future Leaders Program
Unilever
08.2013 - 10.2013
- Received top ratings among Trainees from premier B-Schools
- Delivered integrated project plan for SAP-based product cost analysis across markets and led to the establishment of SC Finance Services Hub in India.
Systems Engineer
Infosys
11.2009 - 04.2012
- Delivered 100+ issue resolutions from business requirements analysis to post-launch stabilization on multiple SAP modules.
Education
Post Graduate Diploma in Business Administration -
S.P. Jain Institute of Management and Research
08.2007 - 05.2009
Bachelor of Information Science - undefined
PES Institute of Technology
08.2003 - 05.2007
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Skills
Program Management Techniques
Awards
- 2-time Winner of Amazon "KindleCon" for innovation in customer experience, 2023, Design & launch of AI/ML based automated defect identification engine
- 2-time Winner of Amazon "KindleCon" for innovation in customer experience, 2022, Strategic design for 25% reduction in customer contacts for India stores
- Amazon 'Customer Experience (CX) Superstar' for launching the Customer Experience KPI dashboard leading to 4X faster visibility of trending issues
- Partner award by Oracle for largest logistics cloud implementation in SEAA accelerating operational efficiency by 300%
Projects
Solo travel to 35+ countries Coaching & mentoring early career professionals
Languages
English
Bilingual or Proficient (C2)
Spanish
Beginner (A1)
German
Beginner (A1)
Timeline
Program lead - Returns Customer Experience
Amazon
10.2020 - 6 2023
Senior Program Manager - Global IT Platforms
Unilever
05.2018 - 10.2020
Global Solution Delivery Manager
Unilever
04.2017 - 05.2018
Process & Technology Business Partner - Supply Chain
Unilever
08.2015 - 04.2017
Unilever Future Leaders Program
Unilever
08.2013 - 10.2013
Systems Engineer
Infosys
11.2009 - 04.2012
Post Graduate Diploma in Business Administration -
S.P. Jain Institute of Management and Research
08.2007 - 05.2009
Bachelor of Information Science - undefined
PES Institute of Technology
08.2003 - 05.2007
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