Jayanth Babu Swaminathan
Babu
Hyderabad
Summary
Program management professional with over 13 years of experience in driving cross-functional initiatives and operational excellence, expert in process optimization and performance tracking. Key achievements include the implementation of a PMO Framework, Strategic Planning, overseeing 20 projects resulting in $4 million in savings, and developing a 5-year automation roadmap targeting a 70% increase in automation and $30 million in savings.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
4
4
Languages
Work History
Senior Program Manager, GCC
Amazon
Hyderabad
08.2024 - Current
- Company Overview: Amazon is a multinational technology company focusing on e-commerce, cloud computing, digital streaming, and artificial intelligence
- Lead customer experience improvement initiatives for APAC and MENA regions, presenting Monthly Business Reviews to Customer Service VP on data-driven insights and performance metrics
- Established governance framework for incident management, improving issue resolution completion from 40% to 100%
- Implemented predictive analytics to reduce issue detection time by 50% through proactive monitoring systems
- Lead AI application for GCC use cases, Spearheaded automation of High Severity reporting using Large Language Models (LLMs), evaluating 25 internal LLM tools to optimize metrics and summary generation for Global Command Center (GCC) requirements, resulting in 3 HC PM efficiency gain and 20% improvement in reporting quality
- Build year on year Operational Goals years and long term strategy through 5 year vision planning.
Manager III, Program Management, GCO
Amazon
Bangalore
07.2022 - 08.2024
- Led enterprise-wide catalog defect programs, collaborating with crossfunctional teams to develop data-driven ASIN suppression tools
- Designed and implemented performance tracking frameworks, reducing response time of operations team by 57% for a team of 250 HC.
- Derived 20% HC efficiency through Value Stream Mapping exercises
- Led end-to-end vendor management for outsourcing initiatives with $1.5M budget, delivering 20% annual cost savings in 2023 and 2024
- Authored operational planning documents for Vendor management and presented to director above leaders which helped to secure additional $500K funding for outsourcing for 2024
Manager III, Program Management, GCC
Amazon
Hyderabad
12.2021 - 07.2022
- Partnered with technology teams to build roadmap for 5 multiyear automation products for GCC team
- Built Framework to Track 20 GCC projects with an estimated savings of $4MM and communicate the projects status to director and above leaders
- Developed Cost Benefit Metrics for GCC projects which helped in prioritization of the projects
- Build Operation goals and long term plans through 3 and 5 year visions.
Program Manager II, APAC and ME, GCC
Amazon
Hyderabad
09.2019 - 11.2021
- Company Overview: Amazon is a multinational technology company focusing on e-commerce, cloud computing, digital streaming, and artificial intelligence
- Developed a COVID-19 BCP framework collaborating with 10 cross-functional teams, enabling CS leadership to rapidly assess supply-demand constraints affecting customer experience
- Streamlined decision-making process, reducing response time from 5 days to 1 hour for critical actions
- Leveraged Process Mapping to identify and implement automation opportunities, resulting in efficiency gains equivalent to 5 PM FTE savings
- Amazon is a multinational technology company focusing on e-commerce, cloud computing, digital streaming, and artificial intelligence
Standardization Efforts Lead, GCC
Amazon
Hyderabad
06.2019 - 11.2021
- Mapped As-Is process flows using BPMN for all geographies, conducted waste and variation analysis
- Designed Future State model for entire Global Command Center (GCC) function
- Increased standardization from 65% to 84% by identifying and harmonizing regional practices
- Amazon is a multinational technology company focusing on e-commerce, cloud computing, digital streaming, and artificial intelligence
Group Manager for UK Phones and QA Teams
Amazon
Noida
10.2018 - 09.2019
- Manage a team of 213 CSAs, 47 QAs and 14 team managers
- Drive the audits of Site level quality and productivity metrics and share plans for improvement
- POC for India CS sites for driving Compliance metrics
- Built a Quality framework for a complete site which helped to improve Quality by 300 bps and achieve efficiency of 15 HC.
Program Manager II Audible, Global Command Center
Amazon
Hyderabad
08.2017 - 10.2018
- Scoping, prioritization and execution of GCC future state projects
- Lead operations of Audible GCC World Wide with 5 Program Managers and 8 Real time Analysts for operational coverage
- Incident Management of issues impacting Customer experience
Program Manager II Amazon Europe
Amazon
04.2017 - 08.2017
- Company Overview: Amazon is a multinational technology company focusing on e-commerce, cloud computing, digital streaming, and artificial intelligence
- Project Lead for planning and execution of Automated supply management and occupancy management Projects
- Led operations of Amazon EU GCC with 8 Program Managers and 12 Real time Analysts for operational coverage
- Incident Management of issues impacting Customer experience
- Amazon is a multinational technology company focusing on e-commerce, cloud computing, digital streaming, and artificial intelligence
Program Manager I, Amazon Europe
Amazon
Hyderabad
11.2015 - 04.2017
- Company Overview: Amazon is a multinational technology company focusing on e-commerce, cloud computing, digital streaming, and artificial intelligence
- Drive projects related to Manual efforts reductions and operations excellence
- Stakeholder Management of CS senior Leadership
- Led World Wide Standardization exercises for GCC
- Amazon is a multinational technology company focusing on e-commerce, cloud computing, digital streaming, and artificial intelligence
CSA for North America Chat
Amazon
08.2013 - 12.2015
- Company Overview: Amazon is a multinational technology company focusing on e-commerce, cloud computing, digital streaming, and artificial intelligence
- Respond to customer Queries related Amazon Kindle and Retail
- Meet and exceed the site productivity and quality metrics Goal
- Amazon is a multinational technology company focusing on e-commerce, cloud computing, digital streaming, and artificial intelligence
Team Leader for North America Kindle and Retail Chat
Amazon
12.2013 - 11.2015
- Company Overview: Amazon is a multinational technology company focusing on e-commerce, cloud computing, digital streaming, and artificial intelligence
- Manage a team of 20 CSAs handling Kindle and Retail queries
- Drive team level quality and productivity metrics
- Continuous Improvements POC for NA
- Amazon is a multinational technology company focusing on e-commerce, cloud computing, digital streaming, and artificial intelligence
Education
B.Tech -
Jawaharlal Nehru Technological University
Hyderabad, TG 06.2004 - 04.2008
Skills
Interests
An avid Japanese Manga fan
Enjoys playing and watching sports
Timeline
Senior Program Manager, GCC
Amazon
08.2024 - Current
Manager III, Program Management, GCO
Amazon
07.2022 - 08.2024
Manager III, Program Management, GCC
Amazon
12.2021 - 07.2022
Program Manager II, APAC and ME, GCC
Amazon
09.2019 - 11.2021
Standardization Efforts Lead, GCC
Amazon
06.2019 - 11.2021
Group Manager for UK Phones and QA Teams
Amazon
10.2018 - 09.2019
Program Manager II Audible, Global Command Center
Amazon
08.2017 - 10.2018
Program Manager II Amazon Europe
Amazon
04.2017 - 08.2017
Program Manager I, Amazon Europe
Amazon
11.2015 - 04.2017
Team Leader for North America Kindle and Retail Chat
Amazon
12.2013 - 11.2015
CSA for North America Chat
Amazon
08.2013 - 12.2015
B.Tech -
Jawaharlal Nehru Technological University
06.2004 - 04.2008
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