Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Timeline
Generic

Anurag Balijepalli

Program Manager II

Summary

Highly capable, customer obsessed, and critical thinking Program Manager II with 4+ years of experience in Amazon Customer Excellence System (ACES) team owning Process and Product improvements, translating Voice of Business/ Customer/ stakeholders into Product requirements, managing and delivering large projects, set up cross-function team collaboration, creating and successfully executing Program and Product roadmaps. Got excellent reputation for stakeholder management, resolving problems and improving customer satisfaction. Passionate and proficient in data analytics, problem solving, and working with large data sets. Led multiple projects and Programs that resulted in 1600bps improvement in Customer Satisfaction metrics, over 20 headcount reduction, delivered savings of over $60M cost savings. Met 200% of cost savings goal for 2021 in an agile team by leading cross-functional teams. Four Promotions in 6 years of tenure in Amazon, won 7 Business enabler awards, 2 Just Do It (JDI) Awards, numerous awards and recognitions for fixing process defects.

Overview

3
3
years of professional experience
5
5
years of post-secondary education
4
4
Certifications
3
3
Languages

Work History

Seller Trust ACES Program Manager II

Amazon
Hyderabad
10.2021 - Current
  • Used data insights to deep dive and identify outliers/ opportunity areas affecting contact Handle time for investigator and identified 6 big projects that will deliver over 75 headcount reduction.
  • Used voice of business and voice of sellers to translate Problem areas into Project requirements. Identified $1.8M worth projects that will improve seller experience and reduce seller service contacts by improving self-service, reducing repeat contacts and invalid transfers.
  • Aligned Seller Operations team's and ACES team's priorities with Product and Business stakeholders priorities and worked with Sr. Leadership to secure approvals for 2022 projects implementation.
  • Managing Continuous improvement mechanisms such as gemba and kaizens for Seller Partner Abuse teams which constitute over 1700 headcount.
  • Managing team of ACES Program Managers for driving 17 projects for 2022 and to improve culture of Problem solving and continuous improvement in Seller Operations.
  • Owned planning and execution of ACES team 2022 offsite-summit which helped ACES Sr. Leadership to audit ACES mechanisms and Programs; performed needs-analysis study to understand stakeholders priorities and redesigned ACES mechanisms to cater for evolving business needs

CS ACES Sr. Continuous Improvement Expert

Amazon
Hyderabad
07.2021 - 09.2021
  • Delivered over $20 Million savings by working on Transportation Products such as Visibility, Shipment Planning and Execution Co-ordinator, and Customer Service Central Platform.
  • Led Cost reduction Program for Americas marketplaces. Delivered $23.5 Million projects for 2020 and built pipeline of over $20 Million projects for 2021 and 2022.
  • Besides leading Cost Reduction program, partnered with Engineering, Product, Program teams of Core Transportation Technology, Amazon Concessions Concessions, Customer Service Operations, and Finance teams to create a large-scale multi-year Program called ‘Shipment Tracking and Intelligence’ (STI) to target 3 big problem areas in Transportation which are Trans Scan hygiene, Transit delay communications, and Concessions.
  • Owned and managed responsibilities of Program Branding, Program audit and governance mechanisms, Sprint mechanism set up and Projects prioritization, Finance validation framework, and learning and development for STI Program members.
  • Identified over 10 Problem areas worth over $100 Million across all Amazon Marketplaces and created execution roadmap for 3 years by securing Leadership and stakeholder approvals.
  • Delivered $10M savings on ‘Reslammed Packages’ project by bringing visibility on real time package updates for Customer Service Associates and Customers and prevent concession leakage when packages are replanned for transportation.
  • Delivered $9M savings by revamping concessions workflow that was causing concession leakages.
  • Supported with deep dive analysis, prioritization and finance validation of multiple projects such as ‘early alarm detection for USPS late packages’, ‘Static FRD dates’.
  • Facilitated multiple training sessions on tools and concepts like Heartbeat, Textminer, Power BI, Agile – Scrum & Kanban

CS ACES Program Manager I

Amazon
Hyderabad
04.2019 - 06.2021
  • Supported Concessions reduction goal of $15M by leading multiple projects and delivered over $38M concessions savings by partnering with Concessions Product and CS Operations team.
  • Led multiple kaizens on reducing Customer contacts, concessions, headcount.
  • Organizer of Transfers SAKE event, a very big kaizen event aimed at identifying defects causing Contact transfers in CS teams leading to bad Customer Experience. Capacity Planning, Workflow, Operations, Product and Business teams are stakeholders and participants of this event. This event helped kaizen teams in identifying and fixing over 1M transfers.
  • Partnered with Senior Operations leaders and led kaizen on reducing Spam and Bot attacks on CS Queues. Built automated dashboards to identify bot/spam contacts, created mechanism for mass resolving bot contacts. Worked on long term Tech fix to prevent bot attacks, resulting in over 20 Headcount savings and
  • Supported as Event and Reporting Managers from 2017 for Americas Prime Day, Black Friday and Cyber Monday peak seasons by setting up Mission Control rooms to address potential Brand impacting or large scale customer impacting issues.

Education

Bachelor of Technology - Electrical and Electronics Engineering

Anurag Engineering College
09.2010 - 04.2015

Skills

    Building Product Vision, Roadmap and Program Management

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Certification

Global Certification in Product Management from International School of AI & Data Science (Ongoing)

Affiliations

Volunteering underprivileged students via 'Mentor To Go' Organization.


Timeline

Applied Business Analytics from Indian School of Business (Ongoing)

11-2022

Power BI (Ongoing)

12-2021

Global Certification in Product Management from International School of AI & Data Science (Ongoing)

10-2021

Seller Trust ACES Program Manager II

Amazon
10.2021 - Current

CS ACES Sr. Continuous Improvement Expert

Amazon
07.2021 - 09.2021

Agile Fundamentals : Scrum and Kanban

06-2021

CS ACES Program Manager I

Amazon
04.2019 - 06.2021

Bachelor of Technology - Electrical and Electronics Engineering

Anurag Engineering College
09.2010 - 04.2015

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Anurag BalijepalliProgram Manager II