Sophia Irene D'cruz
Chennai
Summary
My 10 years of experience in the e-commerce space have spanned a myriad of roles across product, program, operations, and people management. My approach combines high-velocity decision-making with the ability to thrive in ambiguous environments, always prioritizing operational efficiency, and scalability. I’m passionate about leveraging data-driven strategies, while fostering innovation and operational excellence across global teams.
Overview
9
9
years of professional experience
Work History
Senior Program Manager - WW Pricing Strategy
Amazon
Chennai
04.2023 - Current
- Leads an org of 200 pricing auditors, 20 front-line managers and 5 mid-level managers. Manages operations, product and program initiatives targeted at ensuring price competitiveness and accuracy across WW Amazon Retail Pricing and Seller Pricing.
- Collaborates with Tech and Science teams to build robust guardrails to estimate 'typical price' block any prices that seem egregious in comparison. Leads a feedback loop with partner teams to deep dive into the Voice of the Customer and the Voice of the Seller to ensure that guardrail models are retrained to reduce instances of unwarranted blocking of prices. Improved guardrail quality for 2B+ items through the feedback loop.
- Manages manual audit queues for Vendor/Category Managers and sellers to appeal against pricing decisions made by Amazon. - Leverages LLM and automation of deterministic SOPs to auto-resolve 70% of pricing appeals raised by Category Managers and Sellers, reducing TAT from 48 hours to approximately 15 minutes.
- Handles VP-level escalations, PR escalations, and legal escalations related to pricing, and drives closure of associated action items.
- Manages Event-Based Audits - a proactive audit designed to safeguard customer experience from egregious pricing situations resulting from natural disasters, supply chain issues, and exceptional increases in demand.
Program Manager - Retail Pricing
Amazon
Chennai
06.2019 - 04.2023
- Managed a team of 150 pricing auditors and 7 pricing managers, leading price anomaly detection systems across WW, Amazon Retail.
- Drove automated classification of pricing errors and non-errors, reducing the need for manual review of the same by 66%. Freed up 18 HC that were redeployed to new pricing workstreams, and enabled overall annualized savings of $17.5 million.
- Drove operational excellence to reduce TAT for customer-facing price error rectification from 12 days to 2 days (83%).
- Led a cross-functional Tiger Team to identify and arrest instances of price gouging on essential items during COVID-19 to protect customers.
- Launched pricing audit services for Amazon India, in alignment with local e-commerce laws and nuances.
- Launched a feedback loop to share pricing error insights with upstream Tech and Science teams, to enable scalable, automated blocking of price errors. Through these insights, we fixed large-scale price anomalies and prevented 4.1 million price defects per year proactively before they were published on the website.
Group Manager - IN Customer Service
Amazon
Indore
05.2018 - 05.2019
- Led an organization of over 120 employees, inclusive of 10 front-line managers, handling customer service for Amazon India.
- Launched the Knowledge Centre, a one-stop detailed repository of all customer-impacting policies and corresponding blurbs/information for customer service associates, reducing the need to navigate to approximately four different portals to assist a customer. Average handle time (AHT) reduced from 8 minutes/contact to 3.5 minutes/contact.
- Launched Guided Workflow, a tool that diagnoses customer issues and guides associates in a stepwise manner on how to resolve the issue. This resulted in a reduced ramp time for new hires from 8 weeks to 3 weeks.
- Program managed a CS-wide variable pay initiatives for ~2K associates. Designed a framework and exception management provisions in partnership with HR.
Group Manager - Amazon Student Program
Amazon
Hyderabad
05.2017 - 04.2018
- Led a team of 60 associates and 4 front-line managers, handling customer service contacts related to the Amazon Student enrollment/renewal program.
- Led cross-functional initiatives to improve the feedback response rate from customers from 28% to 47%, enabling a better repository of feedback to inform policy change decisions.
- Considering the target demographic was college students, I designed a chat medium for customer service, performed UAT, and designed success metrics to launch and deprecate the email medium in a phased manner, improving C-sat by 57%.
- Streamlined the 'Contact Us' workflow on the Amazon page for student customers to both minimize navigation and gather all required details for resolution, improving first contact resolution (FCR) by 63%.
Customer Service Manager - US Sales Tax
Amazon
Hyderabad
04.2016 - 05.2017
- Led and coached a team of 25 front-line customer service associates, handling emails from customers about US sales tax rebates and refunds for their purchases.
- Ensured robust operations governance to safeguard metrics such as productivity, quality, first contact resolution (FCR), SLA, and queue management.
- Led deep dives on Negative Response Rate (NRR) to root causes of specific customer pain points, and bucketized them into controllable and uncontrollable factors (US sales tax policy). Drove NRR reduction for the controllable bucket by approximately 86% through soft-skill, process-based trainings, and SOP improvements.
- Drove biweekly engagement with U.S. tax analysts to discuss updates to taxation policy and downstream implications on customers, so that SOPs could be tailored accordingly.
Education
MBA -
T.A. Pai Management Institute
Manipal, India03-2016
Skills
- Business strategy
- Project management
- Automation implementation
- Cross-functional collaboration
- Product development
- People management
Accomplishments
- Dream Team Award in Q2 2024 for pricing, product improvements, for 2B+ offers
- Dream Team Award in Q1 2025 for leveraging LLM to auto-resolve price appeals
Timeline
Senior Program Manager - WW Pricing Strategy
Amazon
04.2023 - Current
Program Manager - Retail Pricing
Amazon
06.2019 - 04.2023
Group Manager - IN Customer Service
Amazon
05.2018 - 05.2019
Group Manager - Amazon Student Program
Amazon
05.2017 - 04.2018
Customer Service Manager - US Sales Tax
Amazon
04.2016 - 05.2017
MBA -
T.A. Pai Management Institute
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