Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Lavanya Joshi

Program Manager
Bengaluru

Summary

Program Manager with over 6 years of experience in operational excellence and process optimization. Expertise in SOP development, KPI tracking, defect reduction, and AI-enabled workflow automation. Skilled in stakeholder management, cross-functional collaboration, and training program development. Proven ability to drive measurable improvements in decision accuracy, compliance, and productivity using data-driven strategies and Lean Six Sigma methodologies.

Overview

7
7
years of professional experience
5
5
years of post-secondary education
3
3
Certifications

Work History

Program Manager

Amazon Development Centre
Bengaluru
06.2022 - Current
  • Designed and implemented SOPs across three operational teams world-wide, improving process compliance and reducing error rate by 70% YoY.
  • Revamped the decision accuracy framework by integrating excluded variables, enabling enhanced program performance analysis and corrective actions.
  • Realigned KPIs with leadership OKRs, resulting in a 15% improvement in decision accuracy across two business functions.
  • Built a structured reporting framework new internal tool simplifying usage tracking, increasing adoption by 20% and engagement to 72%.
  • Built an AI training data framework using decision rationales to optimize LLM-based chatbots, which outperformed manual processes with 25% efficiency gains and 20% higher accuracy.
  • Created a defect classification model linked to key quality indicators, decreasing average issue resolution time by 20%.

SEPO Translation Specialist

Amazon Development Centre
Bengaluru
08.2020 - 06.2022
  • Delivered targeted coaching and process training to global investigation teams.
  • Created and managed Decision Quality project for 60+ associates, including audit coordination, compliance tracking, and stakeholder reporting.
  • Designed onboarding content and led training programs with over 90% satisfaction scores.
  • Provided customized feedback, elevating decision accuracy and closing 17 process-related gaps in one quarter.
  • Authored quality-focused documentation that improved self-service effectiveness and reduced ticket volumes

SPRO Language Investigator

Amazon Development Centre
Bengaluru
08.2018 - 07.2020
  • Investigated and resolved complex IP infringement cases, including escalations, appeals, consistently meeting SLA targets.
  • Drove a 12% reduction in copyright infringement defects by conducting deep-dive root cause analyses and implementing targeted process improvements, directly contributing to program wide quality metrics.
  • Drove a program wide 12% reduction in copyright infringement defects using root cause analysis and process standardization.
  • Spearheaded team-wide knowledge initiatives and facilitated knowledge tests, huddles, and SOP enhancements as a core member of the SOP Council and Huddle Master program.

Education

Master of Arts - German Translation and Interpretation

Jawaharlal Nehru University
New Delhi
06.2016 - 07.2018

Bachelor of Arts - Economics and Political Science

Miranda House, Delhi University
New Delhi
06.2012 - 07.2015

Skills

Project management

Risk analysis and management

Stakeholder management

Change management

Data collection & research

Agile projects

Process improvement

Lean Six Sigma

LLM Prompt Engineering

Certification

- Lean Six Sigma Green Belt – Simplilearn

Timeline

Program Manager

Amazon Development Centre
06.2022 - Current

SEPO Translation Specialist

Amazon Development Centre
08.2020 - 06.2022

SPRO Language Investigator

Amazon Development Centre
08.2018 - 07.2020

Master of Arts - German Translation and Interpretation

Jawaharlal Nehru University
06.2016 - 07.2018

Bachelor of Arts - Economics and Political Science

Miranda House, Delhi University
06.2012 - 07.2015

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