Sudipta Das
Program Manager, Amazon Pay – Credit And Lending
Panihati,West Bengal
Summary
Dynamic operations professional with over 6 years of experience at Amazon, specializing in employee and performance management for more than 4 years. Proven ability to drive significant improvements, including an 89% reduction in DPMO and a 13% enhancement in geo-code precision, while consistently achieving over 98% SLA compliance across global operations. Expertise in performance metrics and lean methodologies, underscored by Lean Six Sigma Green Belt certification, complemented by a robust background in program management, process automation, and stakeholder engagement. Committed to delivering substantial savings through strategic operational enhancements and transformative initiatives that align with organizational goals.
Overview
7
7
years of professional experience
3
3
Certifications
1
1
Language
Work History
Program Manager, Amazon Pay – Credit and Lending
Amazon Pay India Pvt. Ltd.
Bangalore
07.2025 - Current
- Performance Metrics & Process Improvement: Reduced application processing defects by 37.1% (2.6k to 1.6k tickets) and KYC fulfillment issues by 72.8% (1.2k to 0.3k tickets) through monthly reconciliation reports and root cause analysis across 11.5MM monthly transactions
- Dashboard Management & Data Integrity: Maintained operational dashboard accuracy tracking 11.5MM monthly transactions, contributing 3bps improvement to CPT DPMO metrics through systematic monitoring and cross-functional coordination
- Partner Management: Managed banking partner operations including monthly customer base processing, lead quality tracking, and performance reconciliation, identifying 25% decline in acquisition rates and influencing partner policy changes
Manager I, Operation, (Last Mile Operation Technology and Support)
Amazon Development Centre Pvt. Ltd.
Hyderabad
11.2022 - 06.2025
- Identified root causes of delivery defects in last mile technology using data analysis, developed quick solutions through process improvements and automation, and collaborated with tech teams to implement long-term, sustainable technology enhancements.
- Initiated a pipeline to address defects caused by low-precision source vending post-NAK decoupling, resolving 1.2M+ cases and reducing DPMO in LATM geographies from 2971 to 327.
- Initiated Amazon’s first station-level DA efficiency report based on non-compliance scans in UAE high-rise areas, improving scan accuracy from 68% to 89%.
- Led demand and capacity planning for MENA year-end peak and Prime Day across worldwide geographies, achieving SLA (7 hours) of 98% and 99% through proactive planning and execution.
- Initiated street-level correction marking in Geo-Studio (tool) for MENA defect reduction pipelines, incorporating VCP-aligned logic, resulting in improvement in actionability from 25.2% to 29.9%, lowering the CPF from $0.36 to $0.25.
- Identified opportunities and suggested improvements to improve the accuracy of delivery point geo-codes, leading to an increase in precision metric (0-50m) from 33% to 46% across MENA geographies.
Senior Quality Specialist (LMAQ – Planning & Ops. Team)
Amazon Development Centre Pvt. Ltd.
Hyderabad
12.2021 - 10.2022
- Resolving issues, maintaining compliance and instructing auditors, conducting in-depth analysis for process enhancement and administering sales performance.
- Yielding Operation metrics on weekly & monthly basis and presenting documents in business review meeting.
- Performed RCA to uncover a buyer abuse scenario during exclusive sales, presented documents to stakeholders and leadership, and implemented a block mechanism —resulting in a weekly reduction of 13.2K false defects.
- Conducted ad hoc analysis to rectify the ML model blockers in AVS and AISS systems under Project Sanitize, enabling the launch of a new pipeline to address unreachable addresses; achieved 82.1% actionability.
- Facilitated regular meetings with stakeholders such as ACES and program team, to gain comprehensive insights into evolving requirements and expectations.
- Redesigned SOP for worldwide programs to enhance routing-level accuracy in geocoding corrections, addressing delivery associate challenges and achieving a ~65% reduction in defects in the downstream pipeline.
Quality Specialist (LMAQ Ops. Team)
Amazon Development Centre Pvt. Ltd.
Hyderabad
08.2018 - 11.2021
- Led a team of over 60 auditors as a Team Lead, conducted team huddles and training sessions to enhance auditors' efficiency and effectiveness.
- Investigating and resolving quality issues by conducting root cause analysis and implementing corrective actions.
- Formulated and managed team performance metrics, and established weekly or monthly operational metrics for business reviews with senior management.
- Strategically managed and optimized headcounts across diverse processes to ensure seamless operations and resource allocation.
- Facilitated regular bi-weekly meetings with stakeholders to gain comprehensive insights into evolving requirements and expectations.
Education
B. Tech - Electronic and communication
Aliah University
Kolkata, India01.2018
Diploma - Electronics and Telecommunication (WBSCTE)
Acharya Jagadish Chandra Bose Polytechnic
Kolkata, India01.2014
10th -
Sodepur High School
Kolkata, India03.2011
Skills
Operations Management
Performance management
Program Management
Process Improvement
Root cause Analysis
Stakeholder Management
Automation
Program Initiation
Demand and capacity planning
Team Management
Operation Planning
Escalation handling
Certification
Lean Six Sigma Green Belt | Accredited SSAA, Udemy, Apr’25
Accomplishments
- Achieved the Ops Advocate for Annual Rewards and Recognitions, Q4’23.
- Awarded with Just Do It award in Q3’23 & Q3’24.
- Received the Beyond Call of Duty Award, Q3’21.
- Earned recognition as a Zen pundit (Quality), Q3’20.
- Selected as a distinguished POC for providing guidance and support, Q2’20.
Timeline
Program Manager, Amazon Pay – Credit and Lending
Amazon Pay India Pvt. Ltd.
07.2025 - Current
Manager I, Operation, (Last Mile Operation Technology and Support)
Amazon Development Centre Pvt. Ltd.
11.2022 - 06.2025
Senior Quality Specialist (LMAQ – Planning & Ops. Team)
Amazon Development Centre Pvt. Ltd.
12.2021 - 10.2022
Quality Specialist (LMAQ Ops. Team)
Amazon Development Centre Pvt. Ltd.
08.2018 - 11.2021
B. Tech - Electronic and communication
Aliah University
Diploma - Electronics and Telecommunication (WBSCTE)
Acharya Jagadish Chandra Bose Polytechnic
10th -
Sodepur High School