Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Archit Chaware

Bengaluru

Summary

Dynamic Sr. Program Manager at Amazon Development Centre, India, with a proven track record in driving high-impact programs and enhancing customer experience. Skilled in data analysis and strategic planning, I effectively communicate with stakeholders to implement process improvements, achieving operational excellence and fostering a data-oriented culture.

Overview

10
10
years of professional experience

Work History

Senior Program Manager

Amazon Seller Services Pvt Ltd
07.2024 - Current
  • Responsible for ensuring the right inventory is available closer to customer through placement & rebalancing across INFC network.
  • Anchored entire rebalancing transfers and operational enhancement of first placement of inventory, through cross-collaboration across teams, identifying new ideas as part of continuous improvement, presenting in leadership forums and developing mechanisms.
  • Improving efficiency of transfers and leveraging the capability for holistic improvement of business metrics across placement, splits, speed and damages. Overall LIS improved by 600 bps for these cohort of selection.
  • Designed and launched dynamic network design for proactive FC->FC transfers [IN First] and achieved 23% reduction in number of lanes in 2025 vs. 2024 while maintaining 90% cluster connectivity.
  • Increased reactive transfers box saver by 6% improving per unit cost saving from INR 9.2 to INR 13.16 (INR 156MM annualized).
  • Multiple FCF initiatives designed by improving Truck utilization giving an entitlement of 29.2MM INR.
  • Network distance traveled reduction initiatives leading to 55KM savings YoY.
  • Working with ROW SHARP team on different products launches for India. Like Transfer Network planner (TNP), Multi Objective Tradeoff in F2P.

Program Manager

Amazon Seller Services Pvt Ltd.
04.2022 - 06.2024
  • During this period I was able to lead three different roles- Pricing, Inbound Supply Chain and Inventory Placement. Primary responsibilities were defining program requirements using data and metrics to determine improvements.
  • Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
  • Built price matching strategy during COVID-19, drove 60% revenue through external price matches, unique gain of 100 bps in In-Stock IFGV% at IN platform level and price competitiveness for essential ASINs improved by 213bps (90.97% in Feb’20 vs 93.1%- May’20).
  • Launched GL-Prescription Drugs Price matching which helped Price Competitiveness by 1560bps.
  • Ideated and led the Extra Large Items (XL) inbound simplification, which was creating major churn for FCs and impacting seller experience with last minute changes which led to achieve zero dock chokes during Jupiter’23.
  • HCPO (High Confidence Purchase Order) defects identification and reduction of DEA (Delivery Estimate Accuracy) misses from 1.5 to 0.6 bps, while also improving speed offered.
  • Led central and rapid management of CCU1 inventory movement to debottleneck seller working capital and preserve customer experience. Ensured 5.1 MM units are available for customers prior to Jan'24 ART and completed the entire inventory movement in a short span of 6 weeks, with 40% lower cost per unit than plan.
  • Ensuring right deal readiness managing both inbounds to meet target inventory and also ensuring they are available across the clusters for customers. Delivered a Target Inventory Position of 81.3 MM for Prime Day’23 and 108.8 MM for Jupiter’23, with highest ever forecast utilization and Local In-stock for Deal ASINs.
  • End to end business planning including but not limited to creating annual plans, strategy, analytics and developing framework for execution, ensuring operational rigor and designing high business impact processes.
  • Building data oriented culture, adoption of technology solutions and process improvement projects to achieve operational and business goals.
  • Managing stakeholder communication across multiple lines of business on operational milestones, process changes, escalations, etc.
  • Ensuring high quality standards for interviewing and hiring employees at all levels of the organization.

Operations Manager

Amazon Development Centre, India
04.2019 - 03.2022
  • Led a team of of 21 high performing individuals, responsible for end to end pricing operations management of retail categories in IN marketplace.
  • Owns the production & quality KRAs for this team.
  • Executes and make plans to deliver business metrics.
  • Driving appropriate data oriented analysis, adoption of technology solutions and process improvement projects to achieve operational and business goals.
  • Plans capacity, commits and HC.
  • Managing stakeholder communication across multiple lines of business on operational milestones, process changes and escalations.
  • Ability to represent data and communicate effectively to handle escalations.
  • Drives weekly and monthly discussions with Stakeholders and influence decisions for process with data. Analyzes Data and responsible for highlighting gaps, recommends solutions and drives and influences decisions.
  • Responsible for Operational Reporting to senior management/ stakeholders at Process level
  • Established and onboard new GL/ process/ module with complete documentations i.e. SOP etc.
  • Handling multiple projects/programs within Consumables along with new GL launch, Prime Now (IN Fresh) expansion.

Customer Service-Team Manager

Amazon Development Centre, India.
10.2017 - 04.2019
  • Handled multiple teams of 25 to 30 Resolution specialist (RS-Team leaders) as RS team manager since October 2017 and ensuring all performance metrics are met in terms of quality, efficiency and productivity for the team.
  • Effectively management of day-to-day operations, which involve people management, schedule adherence, productivity standards and small project management along with ACES.
  • Experienced in handling customer data, feedback and metrics to identify customer pain points. Drove changes throughout the organization to reduce defects and improve customer experience.
  • Worked on a project of reduction of maximum wait time on Escalation Desk , which led to reduction of wait time of customer from 20+ min to less than 1 min.
  • Worked on defining, creating and implementing processes, for DART and have designed and formulated procedures and policies within the CS.
  • Complex Scheduling, performance management, balancing both quality and productivity.
  • Groomed newly promoted Resolution Specialists to achieve metrics and to understand the responsibilities of Team leader.
  • Mentored and guided associates at PNQ10 so that they are ready for RS roles.
  • Flip certified, coach and mentor new Team managers and Group managers joining at the site (PNQ10).
  • Launched major project of DART on Phone (DOP) for NA. This is support for CS associates over phone. Started with 30 CSA and now we this project support 1100+ CS associates.
  • Successfully built audits forms on sharepoint for DART on Phone RS ,QAs and prepare extensive report on outcome. Presenting weekly report to stakeholders and senior leadership.
  • Identified the gaps in DOP process to made it streamline and more friendly for CSA and RS.

CS Training Specialist

Amazon Development Centre, India.
02.2017 - 09.2017
  • Trained NA Chat, NA Email, Amazon Business Chat, Amazon Business Email, CAP Chat, CAP Email, CAP RS's, Viking Chat, Viking Email,VCS Chat batches.
  • Also I've trained newly recruited TM's , GRPM's , Operations Manager.
  • Average FPY of all training batches was 85.53% with evaluation scores of 4.49/5 and 2.77/3.
  • Designed Training for Amazon Business which was launched at PNQ10, Training plan for IN-NA Cross Skill
  • Refined CSTC courses for new hires in collaboration with Knowledge Management (KM) team.
  • Creating SOP for training and continuous improvement in training plan.

CS Resolution Specialist

Amazon Development Centre, India.
05.2016 - 01.2017
  • Manage team of 25 to 30 Customer Service Agents.
  • Maintain and exceed productivity and quality service-level agreements.
  • Supervise daily effectiveness (productivity standards, schedule adherence, break adherence, adherence of company policies, etc.) for multiple teams. Improved Positive Response Rate from 81.2% to 94.6% over period of 2months for new batch while maintaining Contact Handling time at 6.3min vs goal of 7min during 2016.
  • Additional responsibilities include training (process and communication), motivating employees, planning, assigning and directing work; rewarding and disciplining employees; resolving conflicts.
  • Developed Mentor-Mentee Program within team to improve the team performance and develop associates.
  • Went above and beyond to help customer solving the problem.
  • Proactively escalating systemic issues such as dry queues, any contact drivers and constantly followed up with respective teams to ensure that they're addressed.

Customer Service Associate

Amazon Development Centre, India.
10.2015 - 04.2016
  • Handling customer queries through chat and email.
  • Ensuring that customer satisfaction was retained following Amazon Contact Tenets.
  • Escalating customer issues and following up with customers to close loop.
  • Worked on cross skill with NA Emails team.
  • As SME, handled NA chat, NA email ABG pilot batch at PNQ10.

Education

Bachelor of Engineering - Electronics and Telecommunication

Pune University
Pune (India)
2015

Skills

  • Analytical and logical problem solver
  • Program Development and Management
  • Experienced on gathering data, analyzing and finding root cause/ gaps of problem to fix issue long term
  • Decisive and Strong Interpersonal and written communication
  • Addressing business requirements, implementing effective strategic plans and developing improved process to meet short and long term objectives
  • Experienced working with multiple stakeholders,cross functional teams and communicating changes to them
  • Planning and creating new processes
  • Self-motivated and multitasking
  • Good judgment ability and goal oriented
  • Multi-process/ project management
  • Comfortable working on Microsoft Office Suite, Sharepoint and Amazon internal tools
  • Comfortable with working in ambiguity

Accomplishments

  • Won Marvel and Minesweeper Awards across Supply chain roles for Q2 2023 and Q4 2024.
  • Won Hercules Award for Q2 2020.
  • Named "People Manager" for Q1, Q2 and Q4 of 2018 by CS India Leadership.
  • Won Enablers Award for best Trainer.

Timeline

Senior Program Manager

Amazon Seller Services Pvt Ltd
07.2024 - Current

Program Manager

Amazon Seller Services Pvt Ltd.
04.2022 - 06.2024

Operations Manager

Amazon Development Centre, India
04.2019 - 03.2022

Customer Service-Team Manager

Amazon Development Centre, India.
10.2017 - 04.2019

CS Training Specialist

Amazon Development Centre, India.
02.2017 - 09.2017

CS Resolution Specialist

Amazon Development Centre, India.
05.2016 - 01.2017

Customer Service Associate

Amazon Development Centre, India.
10.2015 - 04.2016

Bachelor of Engineering - Electronics and Telecommunication

Pune University

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Archit Chaware