Customer Experience & Operations leader with over 15 years of experience driving supply chain transformation, leading and scaling operations, talent development, planning & analytics and Program Management. Excellent track record as an analytical leader with ability to select, train and develop high performing teams across Europe, Middle East and India. Demonstrated ability to think big, hire & develop the best talent and execute flawlessly across worldwide customer fulfilment organizations.In my current role as Head, customer experience- Amazon Transportation that I hold since 2019, I lead a cross functional program across customer fulfilment network. spread across fulfilment centers and transportation logistics, driving delivery across all customer experience metrics. The function drives fulfilment strategies and execution to achieve customer delight across millions of Amazon EU customers spread across the 7 EU market places. In my prior role with Amazon('14-'19), I led a supply chain transformation project centralizing production planning across Europe, helping establish a pan EU fulfilment organization that allowed us to scale the business while delivering bar raising customer experience. Here, I have developed processes and systems to consolidate supply planning, integrating with customer demand to enhance quality and speed of customer promise. In my roles with Amazon Customer Service('11-'14), my primary responsibilities were leading workforce management for the worldwide customer service organization spread across 25 contact centers globally, scaling Amazon UK customer service operations in India, Customer Service capacity planning and support for new country launches in India (Amazon.in) and Customer Experience improvement as measured by reduced contact rates/defect reduction & improved efficiencies.My experience across customer services and customer fulfilment has given me a unique perspective to the customer mind and how consistent delivery on promises builds an enduring engagement model. I thrive in building solutions to scale and am a huge proponent of continuous improvement culture through active feedback loops. While these experiences have made me a significant contributor to my business, I take particular pride in my ability to lead and develop talent.Industry Verticals – E commerce, Automotive Manufacturing, Building Automation systems.