Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Upama Sengupta

Bangalore

Summary

Experienced Operations Specialist with a proven record of leading cross-functional initiatives, optimizing processes, and delivering operational efficiency across diverse industries. Skilled in program planning, stakeholder management, performance metrics, and process design, with the ability to drive clarity from ambiguity and manage multiple priorities simultaneously. Adept at building SOPs, dashboards, and reporting frameworks to track KPIs and enable data-driven decision-making. Recognized for problem-solving, team leadership, and risk management, contributing to sustained business growth and improved customer experiences.

Overview

8
8
years of professional experience

Work History

Product Operations Specialist

Rippling
03.2024 - Current
  • Spearheaded critical compliance & benefits programs for global EOR employees by designing replenishment-like workflows (health checks, insurance, pensions), ensuring delivery within mandated timelines and SLAs.
  • Tracked and reported daily operational metrics (onboarding SLAs, vendor turnaround times, CSAT), surfacing failure points through dashboards and driving corrective actions across Product, Customer Success, and Vendor teams.
  • Led multi-dimensional, cross-functional programs with stakeholders from HR, Legal, Tax Ops, and Product to streamline workflows, ensuring smooth functioning of global employee operations across 10+ countries.
  • Partnered with Product and Analytics teams to redesign SOPs and process flows, improving delivery speed of employee onboarding and reducing support tickets by 30%.
  • Designed reporting frameworks and escalation matrices at every stage of the workflow to ensure visibility of bottlenecks and enable proactive intervention.
  • Drove process innovation by challenging existing ways of working—introduced structured playbooks, automated manual tasks, and standardized global compliance programs, leading to a 40% reduction in delays.
  • Owned program governance, including risk assessments, stakeholder communication, and strategy implementation to improve overall employee experience and operational efficiency.

Lead- Last Mile Operations

Flipkart
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 (KPIs) 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
11.2019 - 09.2023
  • Managed program operations for Amazon Easy Ship Transportation services in the Indian marketplace, tracking critical supply chain metrics such as first-order handover success, seller returns, and contingency management; ensured SLA adherence and implemented corrective actions to minimize delays.
  • Launched process automation initiatives such as the Seller Central Chatbot, reducing seller contacts by 29% (65,704 in Q1 → 46,731 in Q2), improving operational efficiency and customer experience.
  • Designed and implemented lean SOPs across Easy Ship workflows, reducing turnaround time (TTR) by ~57% (from 8 days to 3 days), and collaborated with the Change Integration Management team to optimize replenishment and exception-handling processes.
  • Led a team of 42 associates during the transition of Easy Ship ticket resolution to a new team; introduced structured coaching and knowledge-sharing programs that reduced ticket volume from ~250/day to ~40/day.
  • Partnered cross-functionally with Product, Finance, Buyer Abuse, and Reimbursements teams to identify and close process gaps, resulting in stronger compliance and streamlined operations.
  • Built and tracked business dashboards & reporting mechanisms for weekly/monthly reviews with senior management, surfacing supply chain bottlenecks and driving data-backed decision-making.
  • Drove seller experience improvements by implementing structured feedback loops (Qualtrics), turning insights into targeted process fixes that improved SLA adherence and customer satisfaction.
  • Collaborated with tech teams to develop the Seller Assistant Tool, enabling new sellers to onboard faster, directly supporting faster order fulfillment and supply consistency.

SPS Associate

Amazon Development Center
02.2018 - 10.2019
  • Served as the primary program liaison between Amazon and its Selling Partners, ensuring smooth seller onboarding and resolution of operational issues within defined SLAs.
  • Owned performance metrics including Absolute Resolution Rate (ARR) and Case Reopen Rate, implementing monitoring mechanisms and corrective actions to consistently meet team targets.
  • Led process improvement initiatives by analyzing seller pain points, redesigning SOPs, and introducing standardized workflows that reduced escalations and improved resolution efficiency.
  • Collaborated cross-functionally with Product and Operations teams to identify systemic gaps, recommend policy/process changes, and support automation opportunities for seller issue management.
  • Coordinated reporting and performance reviews, presenting operational health metrics to team leaders and suggesting interventions to improve seller experience.
  • Acted as a program owner for maintaining seller support quality, balancing workload distribution, and ensuring adherence to Amazon’s compliance and service standards.

Education

Bachelor of Technology -

MAKAUT
06-2017

Skills

  • Customer onboarding
  • SLA & TAT Monitoring
  • Standard operating procedures
  • Process improvement
  • Deep dive and data analysis
  • Performance metrics and KPI management
  • Vendor management
  • Dashboarding & Reporting (Ops/Program reviews)
  • Cross-functional Stakeholder Management
  • Operations management
  • Advanced MS Excel, SQL, Snowflake
  • Supply Chain & Inventory Management

Languages

English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Kannada
Beginner (A1)
A1
Bengali
Bilingual or Proficient (C2)

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