Arun Kumar
Operations Manager
Summary
Seasoned Operations Manager with 8+ years of experience driving operational excellence through strategic planning and process optimization. Demonstrated expertise in leading cross-functional teams, implementing cost-effective solutions, and managing complex projects. Strong track record in digital transformation initiatives, resource optimization, and stakeholder management. Proven ability to deliver measurable results while maintaining quality and efficiency. Building high-performing teams and fostering a culture of continuous improvement, resulting in enhanced operational performance and business growth.
Overview
6
6
years of professional experience
4
4
Certifications
Work History
Operations Manager
Amazon Development Center India Pvt. Ltd
04.2023 - Current
- Managed Operations for Prime Video's Content Localization, Understanding, & Enrichment facilitating cross-regional collaboration between Applied Scientist, Product Management and Operations team, coordinating realistic project estimates, metrics, communicating effectively to ensure that all key metrics for ML data annotations are met
- Established baseline audits to refine machine learning prediction accuracy by 30% for skip features on prime video through rigorous analysis and collaboration
- Partnered with cross functional teams to optimize video clip processing, reducing average handling time from 5 minutes to 30 seconds and improving acceptance rates from 98% to 99.6%
- Drove process improvements using Kaizen to solve inefficiencies with employee productivity and multiple applications required for completing tasks which helped realize 4 HC save
- Refined continuous improvement and contributed to COE (Correction of Error) process by documenting issues/RCAs in functional area
- Promoted team members from L2 to L3 roles by identifying technical strengths, writing promotion documents, mentoring and encouraging automation projects
Subject Matter Expert
Amazon Development Center India Pvt. Ltd
09.2022 - 03.2023
- Led Live sports Channel, ML Annotations, and Fire TV Testing workflows as SME for a 21-member team
- Achieved a 2-day SLA for ticket management (vs 5-day target) and improved High Profile Airing quality to 95%, surpassing the goal by 5%
- Advocated support functions, mentoring and training L2 & L3 Associates on process and job.
- Reduced report turnaround time from 23 days to 1 day (96.8% improvement) and expedited PO creation time by 67%, enhancing efficiency and vendor relationships.
- Streamlined and implemented process SOP using data-oriented analysis and reduced average handling time by 10%
- Created dashboards and reports using Power BI for program status reports, weekly business review metrics which lowered time to produce report by 60%
- Established key reporting (e.g Value enhancement, average handling time, TP90, schedule adherence) for functional area and providing reports to senior management and stakeholders at process level
- Developed and led onboarding for Live Linear and ML operations, achieving 100% quality compliance and training senior associates as reliable backup trainers
Quality Auditor
Amazon Development Center India Pvt. Ltd
07.2021 - 08.2022
- Continuously monitored and evaluated quality assurance of operators to find areas of improvement and fix process and operational gaps, Improved team quality scores by conducting knowledge measure test and defect calibrations sessions resulting in 10% increased quality across teams
- Scaled Live Linear Program: Initiated the Live Linear pilot, growing the team from 2 to 6 operators and supporting 190 stations with a 99.6% defect detection rate
- Directed high-profile events like the Winter Olympics, achieving 97% broadcast quality and supporting 4.4M streams
- Australian Open CX Quality: Implemented a real-time QA solution, reducing customer tickets by 78% and achieving a 98.7% quality score across 3M live streams for the 2022 event
- Trained 15+ new joiners in various sub processes in redelivery and quality audit program
- Monitored and reported prioritizing work allocation based on business needs with a daily/monthly frequency
DIGITAL CONTENT ASSOCIATE
Amazon Development Center India Pvt. Ltd
06.2019 - 06.2021
- Performed Quality check on video catalog in high profile/value titles, based on quality assurance document and flagged errors and raise ticket request to get revised file before publishing or go live time
- Redelivery Automation: Led automation of 21 manual steps in ticket creation, saving 39 hours of manual work and achieving 1.25 HC in efficiency gains
- Drafted redelivery request for over 80K failed assets, fixed over 50K incorrect assets internally thereby reducing TAT by 20%
- Prepared daily reports to create visibility of redelivery MTTR for high profile Amazon Studio titles to Partner operation managers across multiple time zones reducing MTTR by 40% i.e
- 90 days to 60 days
Education
Master of Computer Application -
Annamalai University
Chennai, INBachelor of Science - Computer Science
Loyola College- Madras University
Chennai, INSkills
- Operations management
- Process Optimization
- Project Management
- Quality Control
- Performance monitoring
- Problem-solving
- Cross-functional collaboration
- Process improvement
- Capacity planning & Forecasting
- Team leadership
- Stakeholder Management
- Problem-Solving & Analysis
Certification
Power BI certified by Growth School
Timeline
Operations Manager
Amazon Development Center India Pvt. Ltd
04.2023 - Current
Subject Matter Expert
Amazon Development Center India Pvt. Ltd
09.2022 - 03.2023
Quality Auditor
Amazon Development Center India Pvt. Ltd
07.2021 - 08.2022
DIGITAL CONTENT ASSOCIATE
Amazon Development Center India Pvt. Ltd
06.2019 - 06.2021
Bachelor of Science - Computer Science
Loyola College- Madras University
Master of Computer Application -
Annamalai University
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