SOURABH SAWANT
Pune
Work Preference
Summary
Results-driven professional with 8+ years of experience leading customer service operations at Amazon, transitioning into Product Management. I specialize in understanding customer pain points, using data to improve operations, and driving measurable impact (including large-scale cost and efficiency gains). I am seeking Associate/Junior Product Manager roles where I can apply my customer service expertise to build and improve tech-based products, especially in customer service, contact centers, and IT-driven environments.
Overview
8
8
years of professional experience
7
7
Certificates
1
1
Language
Work History
Team Manager, Customer Service Operations
Amazon
07.2017 - 09.2025
- Lead teams in a high-volume customer service operation, using data and customer insights to design and iterate on process improvements that reduced escalations, improved SLAs, and drove global cost savings.
- Product-Relevant Impact
- Reduced contact escalations by 44% (12% → 6.7%) by analyzing escalation trends, identifying root causes, and coordinating targeted process changes, training, and communication with internal stakeholders.
- Improved contact closing time from 120s to 21s India-wide (Pune: 90s → 12s) by leading a contact closing optimization initiative, redesigning workflows, and aligning teams on new handling guidelines, contributing to an estimated $167m in global savings.
- Reduced SLA breaches by 22% through proactive monitoring using RTM and GCC tools, early-warning triggers, and tighter follow-up with team leads and escalation owners.
- Used Power BI and Excel to perform operational data analysis, generate insights on contact patterns, and support decisions on coaching, staffing, and process changes.
- Contributed to the design and rollout of a Preference-Based Shift Model (PBSM) that balanced employee preferences with capacity needs, improving shift satisfaction while maintaining service levels.
- Leadership & Stakeholder Collaboration
- Collaborated with internal escalation, training, quality, analytics, HR, and leadership teams to implement changes, monitor impact, and refine processes based on feedback.
- Maintained strong team engagement and stability, including zero team attrition since 2023.
- Recognized as a top-performing manager in Customer Service Operations for two consecutive quarters (2023) and received Amazon Connections Change recognition for leadership, empathy, and engagement.
Education
Bachelor of Engineering (B.E.) - Mechanical Engineering
Pune University
Pune01-2015
Skills
Product lifecycle management
Product development
Product vision and strategy
Roadmap development
Agile software development
KPI tracking
Scrum framework
Stakeholder management
Product backlog management
Problem-solving abilities
Certification
IBM Product Manager Professional Certificate | Coursera | February 2026
ADDITIONAL EXPERIENCE & ACTIVITIES
- YouTube Content Creator (Gaming) | December 2025 – Present
- Started a gaming-focused YouTube channel (e.g., Dota 2).
- Learning audience engagement, basic content strategy, and consistency through regular uploads.
- Gaining exposure to metrics such as views, watch time, and retention to understand what content resonates.
- Engagement with Product Management Community (Informal)
- Actively engaging with Product Management leaders on LinkedIn.
- Learning through posts, case studies, and frameworks shared by experienced PMs.
ADDITIONAL INFORMATION
- Languages: English
- Hindi
- Marathi
- Primary Interests:
- Customer service and customer experience improvement
- Tech-based and IT-related products that support operations, support centers, or internal tools
- Availability: Open to remote, hybrid, and on-site opportunities
Accomplishments
- Won Best Mentor Award in 2019
- Won People's Manager Award 2023 and 2024
- Attrition Champion Award 2023-2025
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Interests
Gaming
Bike Riding
Content Creation
Video Editing
Acting
Singing
Timeline
IBM Product Manager Professional Certificate | Coursera | February 2026
02-2026
Introduction to Agile Development and Scrum
02-2026
Practice Exam for AIPMM Certified Product Manager (CPM)
02-2026
Product Management: Developing and Delivering a New Product
01-2026
Product Management: Foundations & Stakeholder Collaboration
12-2025
Product Management: Initial Product Strategy and Plan
12-2025
Product Management: An Introduction
11-2025
Team Manager, Customer Service Operations
Amazon
07.2017 - 09.2025
Bachelor of Engineering (B.E.) - Mechanical Engineering
Pune University