Sadie Fox Email and Phone Number

Program Manager for Just Walk Out’s Human-in-the-Loop (HiLo) platform which provided real-time ground truthing and annotations to scaffold customer receipt accuracy and monitor JWO tech algorithm accuracy.• Delivered a program responsible for saving the company ~$1.2 MM over 2023-24 by reducing the need for human intervention when task prioritization and testing were required, and by meeting promised customer service needs. • Reduced User Acceptance Testing program variable cost per unit costs by 50% from Q4 2023 to Q1 2024 by transitioning from a fixed demand model to a variable demand model. • Launched an operations issue reporting process which increased end user efficiency in reporting issues by 30% and saved the org $16.5K per quarter over 2022-23.• Integrated a program management tool (Asana) across several organizational faculties, streamlining where work was managed, how teams requested support, and tracked operational excellence metrics. • Lead Manual Annotations program which was responsible for coordinating new data requests, forecasting short- and long-term volume demands for 400+ Machine Learning (ML) associates, managing SOPs/trainings, and delivering completed annotations which continually met the customer’s quality bar.

Group Manager for Operations team, responsible for managing the overall operation, including two team managers, three quality specialists, and 40+ machine learning data analysts.• Successfully deployed to work from home over 48 hours’ due to the Covid-19 pandemic, with no regretted job attrition. This required cross functional support across Tech, Operations, and InfoSec. • Completed a job family transition from Customer Service to Machine Learning and Data operations. This involved high collaboration with Human Resources, Legal, and partner sites to deliver messaging around new role expectations, compensation impact, etc. • Launched an org-wide continuous improvement program, establishing a user intake, internal process to review and groom intake requests, and present those requests to the Leadership team for prioritization and next steps.

Responsible for a team of customer service associates of 25+. This includes oversight and management of their performance and operational metrics. Along with developing any skills needed to support their professional goals.• Collaborated with Prime business partners to push through a membership extension program with a total cost savings of $1.7M annually. • Executed a successful experiment by collaborating with the Continuous Improvement teams within a Contact center to increase agent’s positive response rate by 40%. • Facilitated a leadership pipeline program by building the framework for the program at a customer service center. This program model was later adopted by all Amazon Customer Service teams within North America.

Responsible for answering customer escalations sent to Jeff Bezos and other Amazon VPs, SVPs, etc. on their behalf. This role required a high attention to detail, diving deep into the customer experience and internal processes, to solve the customer's problem and regain their trust. We were also responsible for protecting the company's brand by partnering with internal teams to perform investigations and write-ups.