MANI KIRAN
Operations & Business Transformation Leader
Hyderabad
Summary
Operations and Business Transformation Leader with 22 years of experience across Operations Management, Customer Experience, Service Delivery, Process Excellence, IT Operations, Program Management and Sales Leadership. Progressive leadership experience across Amazon and Dell, managing large-scale operations, multi-layered teams, and strategic transformation initiatives. Proven ability to improve operational performance, drive process excellence, lead organizational change, and build high-performing teams while maintaining customer-centric outcomes.
Overview
24
24
years of professional experience
Work History
Manager – Process Excellence
Amazon
04.2022 - Current
- Lead design, development and deployment of global operational initiatives.
- Drive process standardization, operational scalability and stakeholder alignment.
- Identify automation opportunities and partner with technology teams to improve efficiency.
- Lead strategic programs, roadmap planning and execution governance.
- Drive quality, metrics management and continuous improvement initiatives.
IT Operations Manager
Amazon
10.2020 - 04.2022
- Led IT operations supporting business-critical services and stakeholders.
- Managed hiring, development and performance management for a 130-member organization.
- Improved operational reliability through process enhancements and policy development.
- Managed resources, budgets, vendors and project execution.
Group / Operations Manager
Amazon
02.2017 - 10.2020
- Led 7–8 Team Managers and 120+ Customer Service Associates.
- Owned service delivery, productivity, quality, workforce planning and escalation management.
- Drove Lean, Kaizen and Six Sigma initiatives to improve operational performance.
- Partnered with leadership to improve customer experience and profitability.
Customer Service Manager
Amazon
03.2015 - 02.2017
- Managed customer service operations and frontline teams.
- Improved productivity through coaching, performance management and workforce optimization.
- Led hiring, onboarding and development of customer service talent.
Senior Operations Manager
Knoah Solutions
03.2013 - 02.2015
- Led operations, workforce management and client delivery teams.
- Managed budgets, forecasting and operational performance.
- Strengthened offshore partnerships and exceeded client expectations.
Senior Sales & Business Manager
Dell
04.2009 - 10.2012
- Managed sales operations and customer engagement initiatives.
- Improved customer satisfaction and business performance through consultative selling.
- Mentored and developed high-performing teams.
Regional Sales Manager
Dell
07.2002 - 03.2009
- Led sales operations for UK & Ireland consumer business functions.
- Drove business transformation, digital initiatives and market expansion programs.
- Improved profitability, customer experience and operational efficiency.
- Supported large-scale organizational transformation initiatives.
Education
MBA - International Business Management
JNTU
Bachelor of Technology - undefined
JNTU
Skills
- Operations Leadership
- Business Transformation
- Customer Operations
- Service Delivery
- Process Excellence
- Program Management
- Change Management
- Workforce Planning
- Stakeholder Management
- Escalation Management
- Automation & Continuous Improvement
- Financial Management
- Team Leadership
- Customer Experience
Awards
- Business Enabler Award, Amazon, 2020
- Leader of Leaders Award, Amazon, 7
- Best Project Head, Knoah Solutions, 2015
- Employee of the Year, Dell, 2014
Professional Highlights
- 22 years of leadership experience across Operations, Customer Service, IT Operations, Sales and Process Excellence.
- 11+ years of progressive leadership experience at Amazon.
- Managed organizations of 120+ employees and multiple management layers.
- Recipient of Amazon Business Enabler Award (2020).
- Recipient of Amazon Leader of Leaders Award (7-time winner).
- Led business transformation, automation and operational excellence initiatives.
Timeline
Manager – Process Excellence
Amazon
04.2022 - Current
IT Operations Manager
Amazon
10.2020 - 04.2022
Group / Operations Manager
Amazon
02.2017 - 10.2020
Customer Service Manager
Amazon
03.2015 - 02.2017
Senior Operations Manager
Knoah Solutions
03.2013 - 02.2015
Senior Sales & Business Manager
Dell
04.2009 - 10.2012
Regional Sales Manager
Dell
07.2002 - 03.2009
MBA - International Business Management
JNTU
Bachelor of Technology - undefined
JNTU