NAINIKA JHA

Program Manager II – Amazon buisness Insourcing, 01/2024 - Current

· Lead operations and program management for Amazon Business Operations team, covering Marketing/CPS sales across 100+ resources, serving 60+ Marketers across SSR/CPS/Central/PBI supporting Onsite, Email, and Push channels.

· Built controllership and engagement models to manage 100% YoY program growth with existing resources, achieving 2,600 bps YoY penetration improvement.

· Transformed team from operational support to strategic partner for Marketing, achieving 99% on-time launch rate and 100% stakeholder satisfaction scores.

· Streamlined intake, communication and workflows to one centralized form by launching, saving 1k production hrs., reducing unapproved launch to 0.

· Initiated campaign monitoring identifying 40% of Gateway campaigns never went live; implemented ranking system enabling 98% of campaigns to launch, eliminating 500 hours of wastage.

· Led team to deliver five automation projects complementing productivity and quality across ABBO functions.

· Set-up robust engagement mechanism to handle 60+ active stakeholders, enabling 10+ Tier-1 events for AB customers.

· Implemented 23 short/midterm fixes based on opportunities gathered through event retrospectives, reduced customer facing error to 1% (600bps improvement).

· Established Quality monitoring program in-house for US-SUTH agents, uncovering 16% customer-impacting defects compared to 2% reported by agency (8% critical non-compliance gaps), drove 900bps improvement.

· Tested Lead Development Optimization pilots: achieved 82% enrichment rate (+25% vs. vendor) reduced AHT by implementing new validation checks.

· Led CSR activity for Amazon Business globally, hosted 13 activities in ’25 engaging 20+ teams across Amazon,1,200+ volunteers impacting 2,000+ lives positively.

Operations Manager - AMAZON BUSINESS- 01/2022 - 01/2024

· Established ABBO Insourcing vertical to assist WW Amazon Business teams on tasks requiring human intervention across Marketing/CPS sales and support functions.

· On-boarded team on 35+ SOPs and 16 tools, achieving 98.82% accuracy across 10K campaigns, reducing cost to serve by 60%.

· Defined productivity metrics for each work type to track utilization; improved team productivity by 87 bps QoQ through rigorous monitoring and coaching.

· Re-evaluated outsourceable task grid to onboard ABBO on 13 new work types (Graphic Set-up, Bar raising SME support, COOP, Localization) and seven new tools (Composer, Photoshop, Everest, Convertor, SFDC, Form handler).

· Partnered with CPS Sale to set up new task; Profitability Protection & Asin Stamping generating 2.1MM incremental OPS per year in 2023.

· Launched Instagram as mandatory verification source and extended corporate email check for WW stores, verify ~500 additional customer YoY. Conducted value stream mapping, eliminating 4 tools reducing cost.

· Operationalized Inhouse Training & Learning Experience Design team; including training, toll-gating modules, content on Knet, case assimilation, batch tracking, and feedback mechanisms.

· Engaged team through Gemba walk generating ideas, coached and mentored investigators/front line managers on interview techniques, document writing, and communication skills, enabling/approving 13 promotions in 2 years.

· Analyzed training needs to design and implement targeted learning solutions for diverse employee groups, across CTPS three vertical including JP & EU sites.

· Collaborated with cross-functional teams to identify performance gaps and develop tailored training programs, and a Defect Reduction Curriculum.

· Streamlined New hire onboarding, reducing time-to-ramp up by ~10%.

· Replicated training model through operations SMEs to ensure business continuity

· Responsible for working on escalations from Social media, Legal, Consumer court, and ECR/ERC escalations for French marketplace.

· Customer resolution, fraud and risk investigation, and quality analysis for French marketplace, demonstrating excellence in customer servicing and policy development.

· Piloted one touch resolution for customers’ claim resolution, reducing 10 touch points to 3.

· Conducted deep dives on seller profiles checking for potential risk and abuse; took order and account level actions accordingly to protect customers and business.

· Responded to both internal and external stakeholders ensuring timely and accurate resolution.

· Trained and mentored new hire batches and cross-org investigators as Subject Matter Trainer.

· Supported LNP launch for Claims team in SPRO space as SME & trainer, reducing cost to serve.

Contributed 12+ policy changes with several approved and rolled out at WW level.