Kavya Shetty
Program Manager
Bangalore,Karnataka
Work Preference
Summary
Program Manager driving end-to-end initiatives across risk, analytics, and automation. Builds governance, aligns engineering and business partners, and delivers migration and automation programs that improve decision quality and operating efficiency. Connects strategy to execution through cross-functional program leadership, risk management, and adoption planning.
Overview
2
2
Certifications
13
13
years of professional experience
Work History
Project Manager
ITC Infotech
01.2025 - 01.2026
- Led migration of 100+ enterprise reports and dashboards from MicroStrategy to Power BI, coordinating scope, timelines, and cross-functional delivery.
- Improved report performance by 30–40% performance improvements through optimized data models and DAX development.
- Strengthened data governance by implementing row-level security and compliant access controls across migrated reporting environments.
- Drove UAT and change management activities to support stakeholder alignment and user adoption during the transition.
- Managed risks, timelines, and delivery dependencies using PMO governance practices and structured project tracking.
Program Manager
LinkedIn
01.2022 - 01.2025
- Delivered Intelligent Growth, exceeding the savings target with $4.3M in cost savings and expanding review capacity by 50K reviews/week.
- Led Automated Strike Management, cutting 138 work-hours/week, reducing manual effort by the equivalent of 5 FTEs, and generating about $100K in annual savings.
- Program-managed the end-to-end Review Copilot initiative, using GenAI-powered AI agents to scale review workflows and improve decision quality.
- Defined program strategy and roadmap with AI/ML, Engineering, Data Science, Operations, and Policy partners across APAC, EMEA, and NAMER.
- Drove leadership alignment and final sign-off by translating program priorities across global stakeholder groups.
- Delivered the enhanced Inhouse Escalation solution, replacing manual JIRA and email workflows with in-tool escalation, cohort and region search, and location-based routing.
- Led global delivery across Legal, Operations, Engineering, Data Science, and Support, managing risk mitigation and on-time execution across multiple programs.
Sr. Jobs Abuse Analyst
LinkedIn
01.2020 - 01.2022
- Investigated fake, scam, spam, ATO, and Terms of Service violations, using data analysis to surface abuse trends and resolve escalations.
- Improved QA performance from 85% to 98% through proactive audits, reactive reviews, reviewer coaching, and corrective actions.
- Partnered with Policy, Product, Risk, and Customer Operations to strengthen fraud detection, improve prevention workflows, and recommend policy updates.
- Developed globally adopted SOPs and process documentation to close process gaps and standardize abuse handling across teams.
- Trained and upskilled 60+ new hires, reinforcing quality standards and reducing onboarding gaps across the abuse review workflow.
- Served as an SME for Project Management, Tools Engineering, Policy, Legal, Training, and Data Science on Trust initiatives and delivery support.
- Supported operational improvements and performance enhancements across the Trust organization, contributing data-driven recommendations to project delivery.
Supervisor/ Sr. Transaction Risk Investigator
Ascena Retail
01.2018 - 01.2020
- Managed 17 reviewers supporting transaction risk reviews across fraud prevention and quality control.
- Led e-commerce fraud management across 8 retail brands, balancing loss mitigation, rule optimization, and customer experience.
- Investigated high-risk transactions, identified emerging fraud patterns, and recommended targeted loss-mitigation actions.
- Handled complex internal and external fraud escalations, including chargebacks and customer inquiries, through ServiceNow and Oracle Customer Service Center.
- Delivered $2.1M in fraud-loss savings from Aug–Dec 2018 by leading transaction risk investigations and chargeback mitigation initiatives.
- Supported compliance operations by refining investigation workflows and reinforcing reviewer guidance for consistent decisioning.
- Coordinated stakeholder communication across reviewers, support teams, and partner inquiries to keep fraud cases moving efficiently.
Sr. Transaction Risk Investigator
Amazon.com
01.2013 - 01.2018
- Conducted complex investigations and escalations, using operational tools and data analysis to identify fraud patterns and resolve customer issues.
- Drove process improvement as a subject matter expert by identifying gaps, reducing errors, and supporting adoption of process changes.
- Mentored investigators through second-level reviews, workflow management, and escalation support to maintain productivity and investigation quality.
- Handled high-priority email and executive escalations, resolving complex customer issues within defined SLAs.
- Built cross-functional expertise across AWS Variable Fraud T1, T2, and T3 queues while strengthening compliance and customer experience.
Education
Master of Business Administration - Finance & Financial Management
Nitte Meenakshi Institute of Technology
Bangalore07-2013
Bachelor of Commerce - Finance & Financial Management
M.E.S. College of Arts, Science & Commerce
Bangalore07-2010
Skills
Trust & Safety
Fraud Prevention & Abuse Investigation
Risk Management & Mitigation
Compliance Operations
Incident Escalation Management
Cyber Security/Investigations
Jira
Azure DevOps (ADO)
MS Project
Confluence
Smartsheet
Google Workspace
Microsoft Office Suite
PMO governance
Program portfolio management
Strategic roadmapping
Change management
Stakeholder management
Roadmap prioritization
Cross-functional coordination
Certification
Certified ScrumMaster (CSM)
AWARDS AND RECOGNITION
- Jedi Award, TnS India Summit 2022, Recognized for proactively identifying and countering scam and fraud activity.
- MVP Award, TnS India Summit 2022, Recognized for end-to-end program management of the TnS India Summit.
- Shout-Outs & Cheers Award, LinkedIn 2022, Multiple awards received for successful, on-time delivery of high-impact projects within deadlines.
- Get It Done Award, LinkedIn (VP-awarded) 2021, Recognized twice (2020 & 2021) for consistently exceeding expectations and supporting cross-functional priorities.
- Rockstar of the Month, Amazon 2016, Recognized for meeting quality metrics with highest productivity across the global team.
- Quality Pundit, Amazon 2015, Awarded in 2014 and 2015 for 100% quality and productivity with zero errors.
- Investigator of the Month, Amazon 2015, Recognized for 100% quality and highest productivity across the global team.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Project Manager
ITC Infotech
01.2025 - 01.2026
Program Manager
LinkedIn
01.2022 - 01.2025
Sr. Jobs Abuse Analyst
LinkedIn
01.2020 - 01.2022
Supervisor/ Sr. Transaction Risk Investigator
Ascena Retail
01.2018 - 01.2020
Sr. Transaction Risk Investigator
Amazon.com
01.2013 - 01.2018
Bachelor of Commerce - Finance & Financial Management
M.E.S. College of Arts, Science & Commerce
Master of Business Administration - Finance & Financial Management
Nitte Meenakshi Institute of Technology