Dileep Gatem

Driver Lifecycle programs(DLP): Since December 2024, I have been assigned to the DLP team within LMAQ, managing a team of over 120 HC supporting programs across 8 geographies. In this role, I oversee multiple high-impact programs that drive operational excellence, audit quality, and cost efficiency across Amazon’s last-mile delivery network

• Directed Hub Operations, processing 1.44M audits, onboarding ~21K store owners and DAs, creating AM interventions, resolving 5.5K+ payment disputes, and vetting ~4.9K documents to maintain compliance.
• Launched the Recommerce Pilot, auditing 4.8K returned item images across 20 US stations; identified ~30% misclassified as BAU, unlocking opportunities for refurbishment and resale on Amazon Marketplace.
• Expanded the Ship With Amazon (SWA) Program, investigating 66.2K off-Amazon refund claims, delivering $487K net savings in H1’25; scaled coverage to 100% US and 30% UK, with 100% UK targeted by July through capacity expansion achieved through automation.
• Manage the Reliability Offboarding Program, monitoring ~53K ‘No Show’ and ‘Late Cancellation’ instances, identifying policy breaches in 71% of cases, and executing fair offboarding and appeals for non-compliant DPs.

Maps quality team: As part of my role in the Maps & Routing team within LMAQ, I lead a team of over 80 headcount supporting critical programs across five geographies.

• Improved Driver Safety by investigating and fixing 1.5M road segments across 615 US stations, reducing driver safety-related feedback by 28.12%.
• Scaled the Proximity Station Launch program from 12 to 150 HC, mapping 3.05M roads in NA and 600K in the EU; launched AMZL across ~2,500 US zip codes linked to 470 stations, cutting proximity metrics from 1.25% to 0.49% in NA and from 1.49% to 1.26% in the EU.
• Lead the Maps & Routing Quality Team, managing ~110 reviewers and auditors to ensure adherence to SOPs and prevent incorrect edits from impacting routing and deliveries.
• Set up proactive validations for potential errors, improving overall map quality from ~97.4% to 99.2% while automating dispute handling to cut missed reviews by 95% and save ~40% bandwidth.
• Boosted SLA-based quality checks from 44% to ~90% and deployed Python-based scripts to flag ~10% of potential defects, increasing defect identification by ~70%.

• Responsible for process and people management
• Lead end-to-end transition and migration of processes from U.S clients to Hyderabad OGS (UHG) operations
• Responsible for hiring right talent to the existing talent pool and lead it from operations stand point
• Responsible for team’s performance at all the levels – Quality, Production, Behavior & Participation in various organization initiatives
• Responsible for conducting performance appraisals and keeping the Leaders engaged and hence their teams

• Leading Hyd & Delhi site as a Tech lead & RevGen lead(Sales)
• Lead and drive Employee development & Involvement through various forums
• Coached employees on job roles by offering insight, positive reinforcement and feedback for improvement
• Monitor risk management activities. Prepare Business Case Studies.