Summary
Overview
Work History
Education
Skills
Websites
Affiliations
Languages
Timeline
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Zarin Maruf

Zarin Maruf

Hyderabad

Summary

Highly accomplished and results-driven Program Manager with extensive experience at Amazon, demonstrating expertise in managing complex projects, driving process improvements, and leading high-performing teams. Proven track record of achieving key business objectives, enhancing operational efficiency, and fostering strong stakeholder relationships. Skilled in data analysis, SQL, Tableau, and emerging technologies like AI and ChatGPT.

Overview

10
10
years of professional experience

Work History

Program Manager II

Amazon
Hyderabad
07.2019 - 03.2025
  • Managed a team of 40-55 L3 Auditors and 5-6 L4 Managers, overseeing audit programs and driving performance.
  • Developed and implemented a new Decision Accuracy (DA) framework for 2024, including defining components, designing reporting slides, and partnering with the AIT Analytics team to create an automated QA dashboard roadmap.
  • Led 3 Business Excellence & Transformational Services (BETS) projects related to program manager onboarding, decision accuracy improvement, and Kaizen initiatives to achieve a 95% success rate for new seller launches.
  • Authored 3 documents for the Quality Audit (QA) Program, providing an overview of centralized QA efforts and the 2024 QA strategy for leadership offsite.
  • Planned and moderated the Leadership Offsite in April 2024, ensuring timely completion of all sessions.
  • Ideated inputs for Q2G (Guideline) & Q3G planning for 3 audit programs, sharing monthly forecasts with the WFM team.
  • Achieved 2 director-level and 2 WBR-level goals in 2023, including increasing T4W First Contact Resolution (FCR) rate by 1647 bps (295% variance) and reducing the WW T4W Inaccurately Handled Appeal (IHA) rate for HVL enforcements from 0.3% to 0.18%.
  • Maintained T4W audit accuracy above 99.5% and audit coverage of >99.5% across 6 audit programs.
  • Launched new audit programs, including 'R3- Reinstate, Re-stumble, Repeat Enforcement' for High Value Listings (HVL), BREX audits in partnership with Abuse Prevention, and weekly audits for AHA seller pre-enforcement evaluation.
  • Served as the POC/Hiring Manager for L3 Auditor & L4 Program Manager hiring for the Audits & Insights Team (AIT), managing end-to-end hiring processes and clearing a backlog of ~40 L3 HC.
  • Authored the MBR document for the SPT Audit Program Review in Q3-Q4'23 and developed a WBP with leadership.
  • Supported the Employee Engagement (EE) team by driving events in the Hyderabad site.
  • Collaborated with SPT-Remediation, Account Health Assessment (AHA), and Account Health Support (AHS) teams to drive 8 Deep Dive Projects in 2023.

Manager, Catalog

Amazon
Hyderabad
12.2020 - 11.2022
  • Managed audit programs for the Community Trust/Risk Org, achieving 99.76% DA in identifying abusive reviews, 100% DA for the CA team in identifying abusive ASINS, and 100% DA for PRA listing level FPs and TPs.
  • Delivered 7 high-impact recommendations, including suppressing >40K abusive reviews and >15K abusive ASINs, reducing TTR of Strategic Seller false positive enforcements by 67%, reducing 140 False Positive enforcements and 25 incorrectly handled Seller Appeals, and improving FCR rate by 220 bps.
  • Improved audit efficiency from 37 to 39 in Q1'21 and from 39 to 41 in Q2'21.
  • Partnered with the Audits & Business Ops Analytics team to automate WBR decks for Regretted Publication audits.
  • Onboarded and operationalized weekly audits for 3 new audit functions with 30 HC, including Glance Views on ASINs with Review Abuse (GARA) Sellers, AHA QA audits, and Inter-Rater Reliability (IRR) processes.
  • Authored 3 PR documents for ABO-CT MBR until Q2 and managed WBR updates for CT goals until Q2'21.
  • Authored 9 promotion documents with a 100% conversion rate, promoting 5 Catalog Leads to Team Leads and 4 Cat Specialists to Cat Leads.
  • Drove L3 hiring for the AIT Org, conducting ~150 interviews and onboarding 270+ new hires.
  • Organized and hosted All Hands broadcasting events for the AIT Org and managed the 2021 budget.

Team Lead

Amazon
Hyderabad
07.2019 - 11.2020
  • Drove 2 S-Team and 1 Director-level goals for OP, RP & PRA programs, achieving 100% T4W decision accuracy on False Positive (FP) decisions and 99.67% accuracy on True Positive decisions.
  • Decreased time taken to reinstate FP Strategic Seller enforcements from 7 days to 4 days (43% reduction) and FP All Seller enforcements from 14 days to 7 days (50% reduction).
  • Led weekly syncs with stakeholders to review flashes, discuss edge cases, share business updates, and provide recommendations.
  • Managed operations, including 3 weekly flash reports, quarterly task rosters for 11 FTEs, MBR documents, QA IJP for the False Positive program (onboarding 10 QAs), and capacity planning for the FP Appeals team.
  • Launched 3 new audit programs, including Top 100 Seller audits, PRA Listing Level Audits (identifying 12 False Positives), and a team of 2 Cat Leads to reduce backlog of Strategic cases by 100%.
  • Managed performance of 17 direct reports through monthly reviews and authored 6 promotion docs for lateral movements.

Subject Matter Expert

Intelenet Global Services
Kolkata
09.2016 - 05.2017
  • Supervised a team of 15 associates, provided floor support for the Amazon CS process (inbound voice), and managed performance.
  • Resolved customer escalation calls, achieving >98% positive response rate (PRR) against a 90% target.
  • Trained 6 batches of new hires (~250 associates), creating ramp plans and managing OJTs, ensuring 100% ramp completion with no delays.
  • Served as Acting Team Lead, managing team targets and individual KRAs/KPIs for 20 HC.

Business Advisor

SZI Technologies Pt. Ltd.
Kolkata
08.2015 - 09.2016
  • Responsible for B2B marketing and business development activities for a website campaign (voice process), including lead generation, driving monthly sales targets, and seller account management.

Education

Post Graduate Diploma in Management (PGDM) - (Gold Medalist)

Jaipuria Institute of Management
Lucknow
04.2019

Bachelor of Science (B.Sc.) -

University of Calcutta
Kolkata
05.2016

High School (XII Standard) - ISC

St. Thomas' Girls' School
Kolkata
04.2013

Skills

  • Program Management
  • Project Planning & Management
  • Stakeholder Management
  • Process Improvement
  • Change Management
  • Agile Methodologies
  • Team Leadership
  • Performance Management
  • Training & Development
  • Employee Engagement
  • Hiring & Onboarding
  • SQL
  • Tableau
  • MS Office (Advanced)
  • Data Analysis
  • Open AI & ChatGPT
  • Quality Assessment & Control
  • Program Reviews
  • Decision Accuracy Frameworks
  • Process Automation & Optimization
  • SOP Development
  • Capacity Planning
  • Strategic Planning
  • Risk Assessment
  • Administration and Reporting
  • Professional Writing
  • Goal setting

Affiliations

  • Travel
  • Baking
  • Outdoor Recreation
  • Exploring AI Skills

Languages

English
First Language
Hindi
Proficient (C2)
C2
Bengali
Advanced (C1)
C1

Timeline

Manager, Catalog

Amazon
12.2020 - 11.2022

Program Manager II

Amazon
07.2019 - 03.2025

Team Lead

Amazon
07.2019 - 11.2020

Subject Matter Expert

Intelenet Global Services
09.2016 - 05.2017

Business Advisor

SZI Technologies Pt. Ltd.
08.2015 - 09.2016

Post Graduate Diploma in Management (PGDM) - (Gold Medalist)

Jaipuria Institute of Management

Bachelor of Science (B.Sc.) -

University of Calcutta

High School (XII Standard) - ISC

St. Thomas' Girls' School

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Zarin Maruf