Varun Menon

Optional Additions to Project or Achievements Section:

Key Contributions:

• Collaborated with channel strategists and managers to define and track KPIs for self-service experience flows across web, in-game, and social platforms.
• Supported roadmap creation and iterative improvement cycles by contributing data-backed recommendations, content updates, and user flow adjustments.
• Participated in experimental journey designs to scale self-service capabilities in preparation for future volume and product complexity.
• Used social and bot performance insights to influence governance decisions on content, automation structure, and escalation thresholds.
• Assisted in defining success metrics for pilot initiatives and helped deliver post-launch analysis to assess impact and refine strategy.
• Partnered across the Fan Care org, Studios, and Product teams to integrate new features (e.g., bot entry logic, new redirect paths) in alignment with broader channel strategies.
• Maintained channel documentation and effectiveness records, contributing to operational visibility and continuity.
• Encouraged a culture of continuous improvement by surfacing insights and pain points from real-world journeys and player feedback.

• Roadmap Alignment: Supported rollout and KPI tracking for multiple roadmap-aligned updates across help destinations, contributing to increased self-service effectiveness during seasonal peak loads.
• Strategic Insights: Regularly presented self-service data trends and automation success patterns to channel managers and strategists, directly shaping updates to escalation triggers and support coverage.

• Worked alongside the Salesforce team in creating tickets.
• Worked with the Retail Support Team on multiple medium on redundant issues in the North America Marketplace.
• Collaborated with different teams as well as stakeholders including product management teams to address complex issues.
• Assigned as Department Specific Trainer (DST) for NA space in the 'MU' Skill set exclusively.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Mentored and guided employees to foster proper completion of assigned duties.
• Associated with the 'Social Media Escalation Team' for Amazon.in
• Developed new training programs such as online modules, language labs and online programs and provided constant training to staff to ensure long term excellence.