Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Certification
Timeline
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Gopal Varma

Gopal Varma

Program Manager II

Summary

Experienced program manager driving continuous improvement projects in all aspects of the program by utilizing Lean Six Sigma methodologies, data analysis and influence partner teams to develop sustainable solutions for complex problems that result in cost savings and improve internal / external customer experience. Recognized with 4 Promotions, 3 Business Enabler awards, and numerous other rewards and recognition till date at Amazon.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Program Manager II

Amazon
04.2022 - Current
  • Conducted multiple Gemba, Brain storming workshops, data deep dives to identify and build program portfolio during OP activities.
  • Conducted Kaizen with various stakeholders across Heavy & Bulky Services teams on a complex problem statement that resulted in ~$20M cost improvement solutions.
  • Delivered cost savings of over $3MM by implementing several solutions in collaboration with key stakeholder teams across tech and product teams to improve customer experience.
  • Played pivot role in creating Synergy program for WW CS ACES aiming at enabling internal and external team members to exercise continuous improvement methodologies.
  • Created a program for IN store aiming at reducing defects in customer returns and refunds with an opportunity of $1M with strong stakeholder alignment and successfully transitioned to regional CS ACES.

Program Manager I

Amazon
10.2019 - 03.2022
  • Devised a program out of CS Sr. Leadership recommendation to enhance CS Associate Experience.
  • Implemented various CS metrics benefitting initiatives that resulted in reduction of 280K Contacts , 250K transfers , $1M Concessions & 17.1 bps RAP (WW CS Metric).
  • Conducted heartbeat training sessions for PAN India ACES teams to enable them for quick deep dives and conduct preliminary impact assessment for issues reported or initiatives identified.
  • Led CS war-rooms during IN Peak seasons to monitor issues reported, validate and escalate them to get fixed real time to control damage and prevent customer experience.

Education

MBA - Finance

St.Martin's Institute of Business Management
Hyderabad
07.2017

Bachelor of Commerce - Computers

St.Mary's Centenary Degree College
Hyderabad
05.2014

Skills

Program Management

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Accomplishments

  • Won Kaizen of the Quarter award - 2018
  • Won Jedi Award - 2021
  • Led class chat sessions for 260+ under privileged school students
  • Initiated & led free food distribution of ~3000+ meals for ~150+ needies during COVID-19 pandemic.

Certification

Six Sigma - Green Belt Certification

Timeline

Program Manager II

Amazon
04.2022 - Current

Program Manager I

Amazon
10.2019 - 03.2022

MBA - Finance

St.Martin's Institute of Business Management

Bachelor of Commerce - Computers

St.Mary's Centenary Degree College

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Gopal VarmaProgram Manager II