PAVAN DANTURTI
Quality Manager II
Hyderabad,Telangana
Summary
Dynamic and data-driven Amazon leader with 8+ years of global experience across Quality, Escalations, Abuse Prevention, and Program Governance. Known for building high-impact operational frameworks, driving cross-org automation, and leading large teams across geographies. Skilled in improving policy adherence, reducing systemic defects, and delivering multimillion-dollar savings through scalable processes and technology partnerships. Adept at stakeholder management, performance excellence, and designing customer-obsessed mechanisms for risk and abuse prevention.
Overview
10
10
years of professional experience
Work History
Manager II, WW CAP Quality & Escalations
Amazon
Hyderabad
12.2023 - Current
- Lead WW CAP QA & Escalations org across 130+ analysts covering US, UK, IN, AU, SG & JP. Own global audit programs, policy governance, VP escalations, and abuse prevention strategies for 21 marketplaces.
- Managed 753 VP inquiries at 99.38% SLA, driving 150+ follow-up items with 95% on-time closure.
- Led global Policy Adherence audit framework (director-level goal): 450K audits, 80K coaching sessions, identifying 20+ systemic issues impacting CX & trust.
- Introduced metric Contacts per Concession, achieving 11.8% YoY improvement and 2.9M repeat contact reduction.
- Built & led 40-member tiger team, resolving 120+ cases, identifying 12+ high-impact abuse patterns, generating $50M savings.
- Co-led Police Report Automation with LP & AWS, generating $1.5M annual UK savings with IE/CA expansion planned.
- Delivered IR & spam mitigation automation (~3.3M email reductions, $2M annual savings).
- Owned CAP Fresh ($2M portfolio), launching 3 new US/UK processes delivering $200K annual savings.
- Partnered with BAP & Analytics to reduce false positives, safeguarding ~935K customers and improving escalation DPMO 2349 → 2032.
- Established the WW CAP Customer Rescue Program, preventing friction and rescuing 3.1K customers YTD.
Manager II, Concession Abuse Prevention
Amazon
Hyderabad
01.2021 - 01.2023
- Managed 150+ associates and 8 team managers, delivering H2H, SLAs, and CX outcomes.
- Reduced handle time 7.16 min → 5.09 min via automation (policy recommender & checklist copier).
- Re-engineered Last Mile abuse processes, reducing 186K contacts, enabling $500K concession savings.
- Integrated IN Fresh into CAP, mitigating abuse patterns with $2.4M annual savings.
- Owned onboarding of 560+ new hires delivering 72% on-time graduation with
- Built coaching & audit structures reducing policy non-compliance 9% → 2.9%.
Team Manager, CAP Quality
Amazon
Hyderabad
2021 - 2022
- Built the ground-up Quality and Escalations vertical, designing global audits, worksheets, and dashboards.
- Launched performance improvement models targeting bottom-quartile operations.
- Co-authored quality metric: Policy Adherence to Audit Associate–Customer Verification Accuracy.
- Improved CPO metric 6.04 to 4.5, reducing 3M redundant customer contacts in 2023.
Education
PG Diploma - Data Science & Machine Learning
Indian Institute of Information And Technology
Bengaluru, India 04.2001 -
Bachelor of Technology - Electrical & Electronics Engineering
Visakha Institute of Engineering & Technology
Visakhapatnam, India 04.2001 -
Skills
Impact Snapshot
- $56M+ annual savings delivered across CAP initiatives (Concession savings, Automation, Contact reduction)
- 6M+ customer interactions reduced via automation & process redesign.
- 935K+ global customers protected from false-positive friction.
- Built teams from 0 → 130+ analysts across 6 regions.
- 2.9M repeat contacts eliminated (+11.8% ops efficiency)
- 200K+ operational defects removed via governance controls
- 560+ hires accelerated to job readiness with
KEY AWARDS & RECOGNITIONS
Amazon Above & Beyond Award., Ops Leadership Excellence Recognition., Customer Obsession Champion., WW Ops Innovation Award.
Timeline
Manager II, WW CAP Quality & Escalations
Amazon
12.2023 - Current
Manager II, Concession Abuse Prevention
Amazon
01.2021 - 01.2023
PG Diploma - Data Science & Machine Learning
Indian Institute of Information And Technology
04.2001 -
Bachelor of Technology - Electrical & Electronics Engineering
Visakha Institute of Engineering & Technology
04.2001 -
Team Manager, CAP Quality
Amazon
2021 - 2022