Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Certification
Core Expertise
Timeline
Generic

SWAMEE SHIVANKAR SHARMA

Principal PM
Gurgaon

Summary

I am a global leader with over 10 years of experience in program management, analytics and Lean Six Sigma methodologies. I have delivered $100MM+ in cost savings for Amazon through defect reduction and operational efficiency enhancements. I am an analytical leader with experience of working closely with engineering, science, product, program and operations teams to deliver value for the customers. I am an Amazon document bar raiser with excellent verbal and written communication. I excel at creating high-performing teams by setting an inspiring vision, mentoring, and leading talented professionals, creating a fair, safe, and healthy work environment, and developing transparent career paths.

Overview

11
11
years of professional experience
14
14
Certifications
1
1
Language

Work History

Customer Experience Principal PM

Amazon Business (AB)
10.2024 - Current
  • Leading the design of a next-gen CRM and escalation platform for 100,000+ associates, with an initial MVP focused on 1,000-member Premium customer service team handling enterprise contacts.
  • Defined the end-to-end system architecture and workflows: ticketing integration, task orchestration, SLA/ETA alarms, cross-channel notifications, and built-in mechanisms for root cause analysis and knowledge capture.
  • Shaped a proactive agentic-AI (“Air Traffic Control”) layer that detects off-path events (e.g., shipment delays, damaged-in-transit, payment declines) and triggers the optimal action (rescue, refund, or escalation) with human-in-the-loop controls.
  • Established North-Star metrics (Contacts per Opportunity, defect prevention rate, and economic impact) and an instrumentation plan to measure treatment vs. control outcomes; aligned privacy & compliance as PO guardrails.
  • Partner closely with Engineering, Science, Product, and CS Ops to sequence pilots and scale globally; authored PRDs/BRDs, operating mechanisms, and leadership updates.

Senior Manager & Manager III, Program Management

Amazon
10.2020 - 10.2024
  • Lead the World-Wide defect reduction portfolios for Amazon Customer Service. Contact hand-off (transfer) defects cost $171 million to the business and adds 700 million minutes of non-value adding conversation time for customers.
  • Reduced the contact handoff (transfer) defect rate by 400 basis points across 21 countries to deliver a cost saving of $41 million. This included working with engineering team for product improvements (250 basis points), and working with operations to reduce invalid handoffs (150 basis points).
  • Improved the accuracy of defect escalation rate (virtual Andon Cord) by 145 basis points by improving the issue triaging workflow filled by Customer Service associates to deliver $8.3 million savings.
  • Enhanced demand forecasting for contact volume across 21 countries and two contact channels by integrating transfer program data. This refined forecast accuracy, ensuring optimal staffing and preventing service level issues during Prime week (Amazon sale event).
  • Led lean projects to remove “process debt”; 1. Eliminated 94% non-value adding email queues from 75K to 4.5K, 2. Deprecated 397 live low-volume contact queues to deliver $7 million savings. 3. Optimized the number of contact “resolution codes” by removing 36% duplicate/unused codes.
  • Managed a high-performing global team of 12 professionals from six countries.
  • Developed and executed program strategy to achieve Amazon CS Vice-President level goal across 21 marketplaces.
  • Tactically held business reviews to inspect work, leaned-in to support projects in red/yellow status, and used forecast outlook to prioritize marketplaces that needed attention.
  • Cross-functional collaboration with engineering to influence product roadmap and operations to improve training and coaching processes to deliver cost savings.
  • Looked around corners that helped find the demand forecast improvement opportunity.
  • Led cross-functional strategic planning cycles to create a three-year-forecast and program plan based on macro industry trends and other organizational strategies.
  • Previous roles in Amazon: Manager II, Program Management; Program Manager II; Program Manager I (June 2016 to September 2020)

Trainee Decision Scientist

Mu Sigma Business Solutions
07.2014 - 06.2016
  • Created omni-channel logistics simulation for Fortune 500 retailer, saving $1.2MM, using R & R-Shiny.
  • Employed unsupervised machine learning model to cluster 50+ US airports, aiding strategy implementation for Fortune 500 airlines.

Education

B.Tech. - Biotechnology

National Institute of Technology, Raipur
01.2014

Skills

  • Data analytics and statistics (Excel with VBA, Minitab, R, basic Python)
  • Lean Six Sigma (Minitab)
  • Basic Machine Learning (R, Python)
  • Collaboration (Miro, Figma, SharePoint)
  • Leadership (Amazon internal tools – IVY suite such as Forte, Focus, Pivot, Lift, Promotion, RISE etc)

Websites

Accomplishments

  • Employee of the Year Award, Amazon in 2019.
  • One CS Award, Amazon in 2023.
  • Collaborative leadership certificate from Indiahikes for leading a team of 12 IIM Lucknow, B. School students on a mountain trek in Himalayas, Uttarakhand to help them learn collaborative leadership as a part of an integrated experiential learning credit course.

Certification

  • LinkedIn Learning

Core Expertise

Owning and driving program vision, strategy, roadmap and trade-offs; Experience of working with engineering and business teams; Leadership and global team management; Data driven decision making; Excellent communication (Amazon document bar-raiser); Continuous improvement; Experience in implementing scalable processes and mechanisms; Product transformation experience (CRM software product for Amazon CS); Risk management; Developing and enhancing KPIs and metrics to quantify customer success.

Timeline

Customer Experience Principal PM

Amazon Business (AB)
10.2024 - Current

Senior Manager & Manager III, Program Management

Amazon
10.2020 - 10.2024

Trainee Decision Scientist

Mu Sigma Business Solutions
07.2014 - 06.2016

B.Tech. - Biotechnology

National Institute of Technology, Raipur

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