Deepak Kumar
Bengaluru
Summary
Dynamic and results-driven Global Training Leader with 8+ years of experience in developing and executing comprehensive training strategies across international operations. Proven track record of managing large-scale programs for 20,000+ headcount across sites in Europe, Americas, and Asia, consistently exceeding key performance targets with 95%+ learner satisfaction and 98%+ facilitation rates. Demonstrated expertise in driving operational excellence through innovative training solutions, curriculum development, and quality improvement initiatives. Successfully led strategic initiatives resulting in multi-million-dollar cost savings and significant improvements in operational metrics. Skilled in cross-cultural team leadership, process standardization, and change management, with a strong focus on developing scalable training solutions while maintaining high-quality standards across diverse global teams.
Overview
9
9
years of professional experience
Work History
Sr Training Manager
Amazon
07.2024 - Current
- Led comprehensive training strategy and execution for 20,000+ HC since 2023 across 5 sites (Prague, San Jose, Bangalore, Delhi and Japan), overseeing PVA, SS DVA, Books, and SP Labeling programs +10 sub ad programs. Spearheaded expansion of labeling training across non-SP ad-programs as ATO training leader
- Training metrics: achieved 95.96% L1 learner reaction score, 98.89% facilitation rate, 98.9% throughput against the goal of 90% across all global sites. These are critical training metrics to gauge efficiency
- Developed the trainer scorecard achieving 95.83% performance rate against the goal of 90%
- Establishing training operations at Costa Rica (SJO) site, implementing a PKT process that improved precision from 90.63% to 93.51%, while introducing Defect Reduction Connects achieving 100% assessment scores. Enhanced global training capabilities by developing 14 modules for non-English locales and standardizing Japan team content, resulting in 97% training favorability and significant improvements in On Job Training(OJT) precision (94.2% to 97.83%) and License To Operate(LTO) scores (96.71% to 99.33%)
- Strong collaboration with global Policy teams primarily based on out of US and UK to align labeling decisions with policy guidance to reduce decision discrepancies. Led ATO's policy communications strategy, implementing the Know-How mechanism resulting in 200+ updates and successfully cascading 30 policies annually to 2000+ associates. Developed an off-cycle policy release framework with AT-policy to enhance training preparedness. Achieved L1 learner reaction ratings of 4.9/5 and >92% associates clearing PKTs with zero errors. Streamlined Critical events communication processes in March 2024, resulting in 15 Know-Hows (including 4 CEPs) and 0 errors. Established an SLA-driven communication channels (48-72 hour resolution) between Policy & AT Ops teams
- Spearheaded the development and implementation of Seasonal Awareness Modules (SAM) to address critical Andon(customer facing defects) instances and reduce human errors in ad moderation. The program helped in reducing Andon instances by 2000+ basis points (from 2.97 to 0.83 per million ads), eliminating policy-related Andons, and improving precision by 435 BPS (85.86% to 90.21%). Successfully trained 401 moderators for seasonal campaigns with 95% favorability, while implementing comprehensive assessment systems to maintain quality standards
- Led the establishment and management of a centralized SS DVA training team, standardizing global requirements and training 576+ associates across various programs with exceptional results (99% LTO score, 90% assessment score, 95% favorability). Spearheaded strategic initiatives that significantly improved operational efficiency, including reducing BFCM policy rejections and moderation inconsistencies. Refactored 60 policies and trained 60+ moderators with a 96% assessment score
- Successfully Launched the Trainer Apprenticeship Program across multiple sites, managing Prague, Japan and San Jose training requirements and leading translation initiatives, demonstrating effective global training leadership and development capabilities. 15+ trainer apprentices were onboarded as part of this program
- Led the development and implementation of the Use Case Repository (UCR) platform, replacing legacy WIKI system to improve moderation consistency across ad programs. Collaborated with QA, DART, and DAV-1k teams to consolidate precision defects and error tracking, while implementing an automated calibration process for moderator awareness. The initiative drove significant performance improvements, increasing precision from 91.44% to 93.25% in Bangalore and 90.15% to 91.56% in San Jose. The SharePoint garnered 15,000+ visits, averaging 510 monthly users and 200+ documented cases, achieving 96% moderator satisfaction. Based on the success UCR was scaled across all ad-programs Globally in 2024
- Established and led centralized the DVA training program, successfully training 600 + associates globally while maintaining 99% LTO score, 90% assessment score, and 95% favorability (90% target). Drove significant operational improvements through refactoring of 60 policies, resolution of 40 SIMs with 17 use cases. Reduced BFCM policy rejections from 16% to 10% and moderation inconsistencies from 16% to 9% through strategic initiatives and weekly calibration sessions
- Led Kaizen projects on process/policy improvements while maintaining >95% satisfaction in policy and product release training across multiple sites
- Led comprehensive training and recruitment initiatives, designing and implementing multi-channel policy communication strategies while establishing standardized learning frameworks through key partnerships. Drove significant improvements in training quality metrics, resulting in accelerated employee proficiency and enhanced organizational performance. Managed and developed high-performing training teams while serving as primary hiring manager for 500+ associates. Redesigned the recruitment process by implementing standardized scorecards and structured interview formats, substantially improving hiring efficiency and quality of candidates.
Global Training Manager
Amazon
08.2021 - 06.2024
- Optimized the usage “Lexis Nexis AML Usage” with associates, diving deep on non-value add searches which saved $1.04MM for FY21/22
- Led the strategic management and enhancement of Trainer Facilitation Rate (TFR), a critical VP-level training delivery initiative, across all CTPS verticals globally since 2019. Successfully achieved consistent TFR targets through meticulous tracking and reporting mechanisms, while implementing significant process improvements through data automation. Partnered with learning analytics to develop and launch comprehensive dashboards for both TFR and SME Facilitation Rate, resulting in approximately 150 hours of saved manual effort annually. Spearheaded the optimization of dashboard functionality by analyzing over 15 unique iterations, reducing data split presentations from 12 to 4 streamlined tables. This transformation enabled team managers to access vital training metrics and substantial cost savings
- Pioneered and led the Defect Reduction Connect (DRC), implementing a structured quality improvement programs in partnership with QA and Operations teams. Initiated weekly global connects, floor Gembas, and Process Knowledge Tests to address critical quality issues in NA-DPS, later successfully replicating the model in EU DPS. Through this program we eliminated fatal defects (100% reduction), reduced critical defects by 85.8%, and improved over 24 sub-defect areas by 100%. Notable improvements included reducing wrong button actions from 67% to 7.5% and completely eliminating second investigator misses improving efficiency across global operations
- Played a pivotal role in revamping the New Hire (NH) curriculum for SIV-ROW and DPS-NA. For SIV-ROW, the redesigned curriculum resulted in a 39% improvement (80 bps) in MDDR scores during the first five weeks of ramp-up, while learner confidence increased from 84.3% to 89.75%. The DPS-NA curriculum revamp yielded improvements in key performance indicators: learners' ability to follow and understand content increased from 96.5% to 100%, job preparedness improved from 95% to 100%, and confidence levels rose from 93% to 100%.
- Led the implementation of the Certified Specialty Trainer (CST) program within the Fraud Risk Business division of CTPS, addressing identified performance gaps between trainer-led and SME-led training sessions. After analyzing data from 300 cohorts in the RCO Vertical, which revealed that trainer-led sessions achieved a significantly better MDDR of 1.58% compared to SME-led sessions (2.58%), successfully established a standardized SME on-boarding process. Spearheaded the recruitment and development of 9 CSTs (8 in India and 1 in San Jose) through cross-functional collaboration, ensuring consistent training quality and seamless coverage when primary trainers are unavailable, resulting in a 38% improvement in training effectiveness
- People management: develop/manage trainer skills across multiple functions in CTPS, practices performance management, assesses behaviors and coaches direct reports to demonstrate leadership principles within their role, Effectively sets expectations and builds robust launch plans for new team members
- Led the successful implementation of the Live Investigation Tracking Tool (LITT) for DPS-NA and SIV functions, addressing critical gaps in the practice environment for new hire investigators. In SIV, post-implementation analysis demonstrated an improvement of 39% (80bps) in MDDR scores during the first five weeks of ramp-up, with LITT pilot batches (25 trainees) achieving an MDDR score of 1.25% compared to 2.05% for non-LITT batches (44 trainees), surpassing the Q2 goal of 1.40%. For DPS, the implementation yielded remarkable improvements across key metrics: IPH increased from 16.5 to 18.52 (against a target of 7.01), job preparedness feedback improved from 88% to 90%, Final Assessment scores rose from 96% to 98%, and First Pass Accuracy enhanced from 92% to 100%
Training and Sr. Training Specialist
Amazon
10.2016 - 08.2021
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Trained new hires to perform cross-training exercises with experienced workers.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Led development and implementation of Team Streamer (TS) and Go To SharePoint (SP) initiatives to streamline process updates and improve cross-functional calibration across DPS operations. Created Communication Process Flow (CPF) and established centralized repository for SOP updates, which later evolved into the InfoSec-approved Community Help (CH) platform. The initiatives achieved significant results with 88.8% resolution rate of identified process concerns, successfully hosted 46+ resources and updates, and garnered 88% positive feedback globally for improved calibration effectiveness
Education
Bachelor of Commerce -
MS Ramaiah College of Arts Science & Commerce
Bengaluru, India04-2013
Skills
- Business & Strategic Skills
- Leadership skill
- People management
- Stakeholder Management
- Project/Program Management
- Analytical
- Training delivery
Timeline
Sr Training Manager
Amazon
07.2024 - Current
Global Training Manager
Amazon
08.2021 - 06.2024
Training and Sr. Training Specialist
Amazon
10.2016 - 08.2021
Bachelor of Commerce -
MS Ramaiah College of Arts Science & Commerce
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