Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Upama Sengupta

Bangalore

Summary

Seasoned Product Operations Specialist with comprehensive experience in product lifecycle management and cross-functional collaboration. Strengths lie in strategic planning, process improvement, and project management. Proven track record of delivering operational efficiency improvements and contributing to product development success. Demonstrated capability for team leadership and fostering innovative environments.

Overview

7
7
years of professional experience

Work History

Product Operations Specialist

Rippling
Bangalore
03.2024 - Current
  • Managed customer onboarding and worked closely with product managers to offer feedback on internal systems and processes, driving operational improvements.
  • Supported third-party integrations in nascent stages of implementation by designing SOPs and manual process flows: Benefits setup - Pensions (UK), 401(k) (US), Insurance (India).
  • Initiated and independently led the implementation of government-mandated health check protocols for Rippling EOR employees across Spain, Brazil, and the Philippines, setting up and coordinating with healthcare providers, and streamlining the overall process.
  • Acted as a subject matter expert on EOR regulations and compliance, advising clients, and supporting Sales, Legal, and Customer Success teams with product guidance for both existing customer admins and new prospects during complex implementations. This collaboration led to a reduction in support tickets and a 30% increase in CSAT for Customer Success teams.
  • Researched, designed, and documented SOPs for EOR regulations for product managers across various countries, including Spain, Brazil, Israel, and Colombia.
  • Collaborated with internal teams, including HR, Tax Operations, and Implementation, to facilitate seamless onboarding of EOR clients and their employees.
  • Managed and verified vendor billing for benefits, health checks, and related services for EOR employees worldwide.
  • Reviewed employee work authorization and provided recommendations to optimize process flows within the Rippling app, ensuring compliance with work authorization protocols in various countries, including Spain, and Israel.

Lead- Last Mile Operations

Flipkart
Kolkata
10.2023 - 01.2024
  • Responsible for leading a group of highly capable executive professionals, committed to providing specialized proficiency in fulfillment center operations.
  • Continuously improved processes and updated SOPs/policies to keep up with the evolving business needs.
  • Monitored and ensured adherence to operating plans; ensured the achievement of Key Performance Indicators for the Hub, and set goals for the team accordingly.
  • Prepared the requisite business dashboard and duly reported it to the Hub team and Area Manager.

Operations Specialist

Amazon Seller Services
Bangalore
11.2019 - 09.2023
  • Launched the 'Chatbot' feature in Seller Central in collaboration with tech teams, equipped to answer seller queries related to Easy Ship programs, leading to a contact reduction from 65,704 in Q1 to 46,731 in Q2; additionally, involved in UAT of seller-facing workflows and the chatbot in Seller Central.
  • Managed program operations of Amazon Easy Ship Transportation services in the Indian marketplace, focusing on metrics including sellers' first order handover success, seller returns and disposals, contingency management, and seller holiday management; troubleshooting issues in the supply chain by researching and querying Amazon internal tools/ETL to provide necessary data. Partnered with multiple stakeholders within Amazon, like the Buyer Abuse team, Reimbursements team, Finance team, etc.; highlighting process gaps/breaks and initiating policy improvements.
  • Successfully facilitated the seamless transition of trouble tickets in the Easy Ship pod to the new team; oversaw a team of 42 associates, provided coaching and training on ticket resolution mechanisms, resulting in a drop in ticket count from approximately 250 tickets per day to approximately 40 tickets per day.
  • Implemented lean principles and structured SOPs to optimize processes, resulting in a ~57% reduction in TTR, from 8 days to 3 days; worked closely with the Change Integration Management team to enhance existing business processes
  • Facilitated the tech team in building the Seller Assistant Tool, a simulation model to direct new sellers to register on Amazon.
  • Implemented and publicized a Qualtrics form to sellers, enabling them to share their concerns on program initiatives; utilized the form's output to take targeted actions to address the sellers' issues effectively.
  • Worked on tools like Hubble, ETL, JIRA, and React to drive daily business operations.
  • Participated in regular meetings with senior management, made contact reports for weekly and monthly business reviews to provide insights on operational performance, and contributed to strategic decisions and initiatives.

SPS Associate

Amazon Development Center
Bangalore
02.2018 - 10.2019
  • Primary interface between Amazon and its Selling Partners.
  • Responsible for providing timely and accurate operational support to sellers.
  • Actively involved in process improvement and updating SOPs.
  • Responsible for maintaining the Absolute Resolution Rate and Case Reopen Rate of the team within target goals.

Education

Bachelor of Technology -

MAKAUT
Kolkata
06-2017

Skills

  • Customer onboarding
  • Third-party integration
  • Standard operating procedures
  • Process improvement
  • Deep dive and data analysis
  • Performance metrics and KPI management
  • Vendor management
  • Root cause analysis
  • Program management
  • Product management
  • Operations management
  • Advanced MS Excel, SQL, Snowflake
  • JIRA and Confluence
  • Team building and task management
  • Problem-solving
  • Quality assurance

Accomplishments

  • Star employee of the quarter (Q4 2025)

Languages

Bengali
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Kannada
Beginner (A1)
A1

Timeline

Product Operations Specialist

Rippling
03.2024 - Current

Lead- Last Mile Operations

Flipkart
10.2023 - 01.2024

Operations Specialist

Amazon Seller Services
11.2019 - 09.2023

SPS Associate

Amazon Development Center
02.2018 - 10.2019

Bachelor of Technology -

MAKAUT

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Upama Sengupta