Snigdha Mukherjee
Summary
Dynamic leader with 23 years of global experience in managing large-scale operations and enterprise risk management within Financial Services and Technology sectors. Proven track record in designing and executing operational transformations, optimizing service delivery models, and implementing risk governance frameworks. Expertise in driving digital transformation initiatives and fostering high-performance cultures across international teams. Recognized for strategic planning, P&L management, and engaging with board-level stakeholders to achieve operational excellence and sustainable growth.
Overview
22
22
years of professional experience
Work History
Global Trust & Safety Leader - Senior Manager
Amazon
12.2022 - Current
- Own global strategy for fraud prevention, trust, and cost transformation within Amazon's Creator business and fulfillment network, impacting a $1B+ ecosystem
- Architected AI/ML-based trust framework, reducing fraud by 45% while enabling 2x growth
- Built predictive verification systems for 100K+ creators; delivered $155M+ in annual savings
- Defined platform-wide governance standards adopted across 3 continents
Senior Manager, Premium Support (Site Leader)
Dell Technologies
10.2012 - 11.2022
- Directed premium support operations and transformation for North America and APAC, driving trust, customer satisfaction, and digital enablement
- Reduced dissatisfaction by 50% and repeat contacts by 34% via AI-based interventions
- Executed North America's service excellence roadmap; scaled support automation
- Drove DEI and workforce transformation across APAC
- Sustained KPIs while leading high-impact operational change
Senior Partner Manager, Disputes, Correspondence & Payment Operations
American Express
02.2003 - 10.2012
- Directed regulated global operations for 150+ agents across disputes and payments
- Delivered $3M in cost savings via Six Sigma award-winning workflow redesign
- Championed partner risk governance frameworks, ensuring regulatory compliance and operational resilience
Education
Women Leaders Management Program -
IIM Bangalore
01.2021
Bachelor of Commerce -
Delhi University
01.2000
PRINCE2 Practitioner -
Project Management
ITIL V3 Foundation -
Service Operations
Skills
- Trust & Safety -Platform Risk Strategy & Operations
- AI/ML-Enabled Operations Transformation
- Cost-to-Serve Optimization
- Tech-Enabled Servicing Models
- Strategic Program Leadership
- Board-Level Communication
- Cross-Functional Leadership
- Organizational Development - Future Skill Readiness
- Inclusive Talent Strategy
Timeline
Global Trust & Safety Leader - Senior Manager
Amazon
12.2022 - Current
Senior Manager, Premium Support (Site Leader)
Dell Technologies
10.2012 - 11.2022
Senior Partner Manager, Disputes, Correspondence & Payment Operations
American Express
02.2003 - 10.2012
Women Leaders Management Program -
IIM Bangalore
Bachelor of Commerce -
Delhi University
PRINCE2 Practitioner -
Project Management
ITIL V3 Foundation -
Service Operations
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