Rolling out new marketplaces, languages and/or sites for our global operations team at scale, leading the launch mechanism to leverage consistent working practices as well as prepopulate templates in order to increase service quality, drive clarity and reduce overhead. Developed mechanisms alongside owning expansion programs and sites movements, working with stakeholders to assemble project teams, assign responsibilities, identify appropriate resources needed, and develop schedules to ensure timely completion of readiness projects by meeting project milestones. Assess risks, anticipated bottlenecks, manage escalations, make trade-offs, balance the business needs versus technical constraints, and own leadership flashes and updates

Handling a span of 170+ CS associates and 8+ Team Managers, collectively out-spread in multiple OUs; NA MessageUs, IN Phones and NA Emails. The role included responsibility for leading and designing career path, skill development and improving the overall job experience for the employees. The responsibilities s included leading diverse teams across geographies for ensuring best possible customer experience for amazon clients. The position involved analyzing the data inputs for the inputs for creating scorecards, WBR, MBR and YBRs at an organization level as well as the employee level.

Effectively worked for various operational units in Amazon. As a part of site Seed Team, got the opportunity to contribute in setting up operations and support functions alongside leading operations for North America and India marketplace. Led a team of 25 associates and 3 SMEs. The responsibilities included performance management, up skilling on quality and productivity metrics.