Hemanth Raj Rangaswamy
Senior Program Manager
Bengaluru
Summary
Accomplished Senior Program Manager with a proven track record at Amazon, managing complex programs and delivering high-impact results. Expert in leading cross-functional teams to enhance customer satisfaction and streamline processes, demonstrating exceptional problem-solving skills and a commitment to continuous improvement. Achieved significant improvements in stakeholder and customer experience through innovative strategies and effective communication.
Overview
12
12
years of professional experience
Work History
Senior Program Manager
Amazon
07.2022 - Current
- Led process improvement initiatives by conducting thorough analyses of existing workflows, identifying bottlenecks and redundancies that hindered progress toward established targets.
- Managed cross-functional teams to deliver high-quality products within scope and improve seller and brand experience.
- Improved stakeholder satisfaction with regular, transparent communication and updates on project progress.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
- Escalation program management: Supporting all executive and non-executive escalations related to intellectual properties, counterfeits and misbranding.
- Streamlined escalation processes for quicker issue resolution and improved customer experience.
- Supported category, legal and other brand launch teams by strategizing right protections for brands and helped launch over 20+ luxury brands on Amazon Stores.
- Partnered with stakeholders to build a proactive measures for identifying potential escalations before they occurred, allowing for early intervention and resolution when possible and arrest counterfeiting/infringement as early as possible.
- Own feedback loop with program, product and Engineering teams to eliminate defects identified through escalations.
- Supported SVP level goal by building prioritization model to protect brands against infringement/counterfeiting.
- Own regional team partnership to understand the hot spots and work with relevant teams to fix the defects.
- Ongoing partnership with Counterfeit Crime Unit (CCU) and legal teams to remove bad sellers from Amazon stores.
Program Manager - II
Amazon
09.2020 - 06.2022
- Identified automation opportunities within the team supporting on manual walk the store for brands and eliminated non value add work, saving ~12 HC.
- Supported luxury brand launches by implementing guardrails against bad actors, saving the shift in GMS from~$8.3K to $1K MoM.
- Created a playbook to protect Amazon owned brands.
- Supported category teams and account managers, and removed ~5MM bad products from Amazon stores.
- Supported CCU, PR, Media and legal escalations, reducing reputational risks.
Manager, Investigation
Amazon
04.2016 - 08.2020
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
Team Lead
Amazon
10.2014 - 03.2016
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Coached team members in techniques necessary to complete job tasks.
Investigation Specialist
Amazon
09.2012 - 09.2014
- Maintained a high degree of professional ethics while handling sensitive and confidential information during investigations.
- Assisted other departments as needed for cross-functional investigations, ensuring seamless cooperation and coordination among teams.
- Managed complex caseloads, prioritizing tasks to ensure timely completion and optimal results.
Education
Bachelor of Engineering - Mechanical Engineering
RajaRajeshwari College of Engineering
Bengaluru, India 04.2001 -
Skills
Strategic goal development
Change management
Implementation planning
Risk management
Problem-solving skills
Continuous improvement
Timeline
Senior Program Manager
Amazon
07.2022 - Current
Program Manager - II
Amazon
09.2020 - 06.2022
Manager, Investigation
Amazon
04.2016 - 08.2020
Team Lead
Amazon
10.2014 - 03.2016
Investigation Specialist
Amazon
09.2012 - 09.2014
Bachelor of Engineering - Mechanical Engineering
RajaRajeshwari College of Engineering
04.2001 -
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