Divya Agarwal
Bengaluru
Summary
Program Manager with 3+ years of experience leading high-impact operational and cost optimization programs at Amazon. Expertise in cross-functional stakeholder management, data-driven decision making, and KPI governance, with a proven record of delivering ~1100MM in packaging cost savings through supply chain and packaging optimization initiatives.
Overview
7
7
years of professional experience
1
1
Certification
Work History
ASSOCIATE PROGRAM MANAGER, Customer Experience & Lifecycle Operations
Amazon Development Centre
07.2022 - Current
- Led a cross-functional Packaging Cost Optimization program for the Packaging team in 2025, delivering approximately $1,100 million in cost savings through packaging right-sizing, box suite optimization, and damage-reduction initiatives.
- Partnered with Finance and Procurement to build cost models, and own monthly savings tracking and reconciliation for packaging initiatives.
- Drove packaging right-sizing and box suite optimization, reducing dimensional weight usage, and lowering per-unit packaging costs while maintaining customer experience standards.
- Supported the rollout and change management for new packaging standards by creating playbooks, aligning operations teams, and tracking adoption metrics to ensure sustained savings.
- Built dashboards using SQL and Power BI to track lifecycle KPIs, packaging cost savings (realized vs. forecasted), damage trends, and box mix adoption.
- Owned a global customer experience performance program focused on improving early-stage customer outcomes, increasing quality metrics by 240 bps and reducing 98,000+ repeat customer contacts through structured lifecycle interventions.
ADVANCED TECHNICIAN
Amazon Development Centre
07.2019 - 10.2022
- Resolved 50+ peer technical issues monthly for Amazon devices by streamlining peer support workflows, contributing to faster triage and issue resolution across teams.
- Addressed 15+ customer escalations/month with 95% resolution rate by collaborating with cross-functional teams to troubleshoot critical user-impacting defects.
- Mentored 10+ team members on troubleshooting protocols on standardized troubleshooting protocols, enhancing first-contact resolution efficiency, and reducing dependency on senior support.
Education
MBA - Finance, Operations & Supply Chain
Sinhagad Institute of Business Administration And Research
Pune12.2023
B.Com - Banking & Finance
Foresight College of Commerce
Pune04.2019
Skills
- PM tools: Jira, Confluence, Asana,Trello, Scrum, Kanban
- Analytics & BI: Power BI, SQL, Tableau, Excel (Pivot Tables, Power Query)
- Product & UX: Figma, Balsamiq, Sketch, Bolt, Hotjar, UserTesting, Kraftfull
- Collaboration: Slack, Notion, Microsoft 365, Google Workspace, Miro, and Lucidchart
Certification
- Product Management Fellowship, Product Space, 05/25
- Six Sigma- Yellow Belt, Amazon, 06/23
- Finance Modeling, IB institute
Timeline
ASSOCIATE PROGRAM MANAGER, Customer Experience & Lifecycle Operations
Amazon Development Centre
07.2022 - Current
ADVANCED TECHNICIAN
Amazon Development Centre
07.2019 - 10.2022
B.Com - Banking & Finance
Foresight College of Commerce
MBA - Finance, Operations & Supply Chain
Sinhagad Institute of Business Administration And Research