Raushan Kumar
Program Manager- Ops Excellence, AMAZON
Hyderabad
Summary
Strategic and results-driven Program Manager with 15+ years of experience in delivering operational excellence, process optimization, and cost-saving initiatives at Amazon and Genpact. Adept at data-driven decision-making, cross-functional collaboration, and techno-functional program management. Proven record in enhancing efficiency, reducing costs, and implementing intelligent automation. Lean Six Sigma Green Belt Certified, leveraging analytics and technology to deliver measurable outcomes.
Overview
17
17
years of professional experience
1
1
Certification
1
1
Language
Work History
Team Manager & Program Manager
Amazon Development Center
01.2018 - Current
- Current Role: Program Manager – Ops Excellence (WW SPS Team)
- Lead the Worldwide Seller Contact Transfer/ Routing Program, optimizing case routing efficiency through intelligent automation.
- Collaborate with cross-functional product, tech, and operations teams to deliver scalable global solutions.
- Drive VP-level cost-saving programs, including First Touch Resolve (FTR), Work Article Per Case (WAPC), Time to Resolve (TTR), and Network Footprint Expansion.
- Design and implement Intelligent Routing mechanisms to ensure accurate, efficient case assignment.
- Key Achievements:
- Delivered $2.6M+ annual cost savings through automation and routing optimization.
- Improved FTR by 360 Bps and WAPC efficiency by 450 Bps YTD 2025, surpassing targets.
- Managed 400+ Workfront requests, optimizing 1900+ Intelligent Routing (IR) rules.
- Key contributor to 4 VP-level strategic initiatives, engaging with 80+ global stakeholders.
- Resolved 3 VP-level and 5 Director-level escalations, ensuring program stability and stakeholder confidence.
- Top Projects (2025):
- Live Channel IR Launch: Deployed 75 IR rules; eliminated ~1M manual transfers; saved ~$740K.
- Emerging Store IR Launch: Introduced 26 IR rules across 7 markets; saved ~$72K.
- Routing Optimization: Fixed systemic routing issues; eliminated ~234K manual transfers; saved ~$173K.
Assistant Manager
Genpact, Gurgaon
04.2009 - 12.2017
- Managed operations for Swiss Reinsurance in the Insurance Commercial Domain, focusing on Claims, Workers' Compensation, and P&C lines for North America.
- Supervised teams of 100+ associates, driving performance, process adherence, and SLA compliance.
- Led process improvement projects improving turnaround time and cost efficiency.
- Partnered with clients to standardize SOPs and enhance process controls.
Education
Post Graduate Diploma - Wealth Management
Indian School of Business and Finance
01.2009
Bachelor of Commerce - B.Com Pass
Delhi University
01.2008
Skills
Program & Project Management (Agile, Waterfall, Lean)
Operational Excellence & Process Improvement
Data Analytics & Decision-Making (KPIs, Metrics, Dashboards)
Stakeholder & Cross-Functional Team Leadership
Risk, Change & Performance Management
Strategic Planning & Execution
Techno-Functional Process Design & Automation
Continuous Improvement & Cost Optimization
Tools: Workfront, JIRA, Excel (Advanced), QuickSight, Internal AI tools (GenAI, Amazon QuickSuite)
Methodologies: Lean Six Sigma (Green Belt), Pareto, FMEA, FishBone Analysis, Root Cause Analysis, DMAIC etc
Other Skills: Reporting Automation, Data Visualization, Program Governance, Business Case Development
Operational excellence
Certification
Lean Six Sigma Green Belt
Personal Details
Date of Birth: 26 January 1987 Marital Status: Married Current Location: Hyderabad Place: Hyderabad Signature: Raushan Kumar
Timeline
Team Manager & Program Manager
Amazon Development Center
01.2018 - Current
Assistant Manager
Genpact, Gurgaon
04.2009 - 12.2017
Bachelor of Commerce - B.Com Pass
Delhi University
Post Graduate Diploma - Wealth Management
Indian School of Business and Finance