Tony Martinelli Email and Phone Number

Currently building a new Amazon business leveraging Amazon's Key access solution.

Built and managed Amazon's in-home services business to unlock new product categories such as Major Appliances that require service. Created a cross-functional organization with a national footprint and drove creation of the in-home CX. Defined key roles, hired leadership and guided the team through national roll-out of the business. Created strategy, key metrics, policies and processes required to scale quickly while sustaining the highest level of service execution and profitability.

Responsible for WW Amazon Video Publishing and Account Management for Studio relationships such as Warner Brothers and Disney. Geographic scope included operations across five countries (US, Germany, UK, Japan and India). Managed team creation, hiring and scaling for the teams that drive video publishing processes, selection availability and catalog quality as well as the teams that initiate and manage studio relationships to increase selection while driving supply chain efficiency.

Created and scaled global publishing and risk management functions for Amazon's Kindle business. Managed provider policies and communication to maximize publishing success while mitigating store risk. Provided the shortest possible publishing latency while creating scalable risk and customer experience controls at the lowest possible cost. Built mechanisms to evaluate emerging risks and implement programs to address those risks, including a change in Amazon's stance on censorship.

Responsible for Inventory Control and Safety across Amazon's US network of Fulfillment Centers.

Provided strategic support for Microsoft's 300-person Knowledge Management organization to ensure that the Support Knowledge Base was optimized for quality, incident deflection, and cost.

Responsible for the Amazon.com Global Customer Service Operational Excellence program. Worked to achieve continuous improvement in cost and defect rates for key metrics including Quality, Staffing, Productivity, and Concessions (such as refunds).