Devinder Singh Email & Phone Number

Seattle, Wa, Us

Various transformation roles across Amazon Retail and Amazon Web Services (AWS) supply chain. Part of Amazon Logistics for last 5 years.

As a member of the start-up leadership team I created a marketable operational competency by transforming legacy field enterprise hardware tech support operations inherited from the parent company - the first computer manufacturer in India - to a remote support. Key highlights:I improved the remote resolution from zero to 30%, improving productivity by 2.3X and customer experience by 3000bps through developing new diagnosis and troubleshooting products, process engineering, training, and knowledge management that resulted in a) winning first two customer contracts with annual revenue of $230k and b) saving $1M cash flow to the organization.I led hardware supply chain operations for the organization, reduced spares inventory by 20% and monthly inventory purchase by 30% ($1.2M annual cash flow saving). I laid out one-year blueprint for automation and business process reengineering to further reduce cost by 20% and improve speed of service from 5 days to 2 days for 90th percentile of customers. I led both tech support operations and supply chain organization, 300+ members across multiple levels and locations and was responsible for customer service quality, cost, and people metrics including hiring and development.

Round Rock, Texas, Us

During my 11 years with the organization I held progressively growing responsibility. In my last role as an operations director my scope included operations management (600+ members team size), country and multi-country initiatives, and managing outsource vendors partners for Dell’s core and premium NA customer support for end-user computing products. The role included single-point accountability for customer experience, revenue, cost, and employee satisfaction. The role also included short- and long-term operations and people planning. Key highlights:I was part of the leadership team to reengineer Dell’s end-user consumer tech support to convert core support to $200MN point-of-need support. The reengineering exercise converted a cost center into a revenue center and improved Net Promoter Score for Dell’s consumer business. As part of this initiative I set-up and led the first premium support with direct revenue responsibility of $12M annual (270+ team members). In addition, I managed Dell outsource partners’ operational delivery of premium tech support ($20M annual revenue).I was part of launch leadership team for 2 new sites for Dell customer support in India. As a launch leader I hired new leaders and set-up processes and business rhythm for faster ramp-up of the new sites.I also led Dell’s in-warranty customer support (350+ team members) and was recognised for consistent best of breed performance on customer experience. As an operations director I took over a poor performing operations unit and turned around consistent below-par performance; I improved quality by 12%, cost by 4% and revenue by 11%.

Chennai, In

As a new MBA graduate I joined Polaris Software Lab, a software product and services company, as a member of the corporate strategy team and worked with Senior VPs and the CEO on the company’s Asia expansion strategy for ERP services. My role was to conduct the country and product level market potential analysis, identify target client base, headcount growth planning and operationalization of the strategy. In my last 2 years with the organization I worked as SAP Finance and Cost Control consultant. The role involved SAP application customization projects to accommodate new regulatory guidance on accounting and integration with other enterprise products.

Mba, Sloan Fellow'14

Mba, (Technology, Strategy, Finance)

B.E., (Elctronics Instrumentation)