Built from scratch the Amazon Pay Coupons business at Amazon as a business lead. Drove adoption of the product within internal Amazon businesses and external merchants to scale to 1MM+ clips within 3 months. Defined key business metrics for the business, initiated and led review mechanisms and managed cross functional stakeholder alignment.

- Manage P&L, customer experience, business planning & execution, vendor relations, and category related programs for a triple digit MM$ category.

Part of seller experience program team. Worked on building the Voice of Seller program for A.in, which encompassed identifying seller pain points through listening posts like seller contacts, executive escalations, social media escalations, seller polling etc. and solving for them in partnership with the concerned business teams.

- Built the appliances, computer & mobile repair, & cars & bikes categories from scratch at HouseJoy. - Managed pan India category P&L, strategy, supply base & quality metrics for the categories. - Managed vendor relationships, commercials, offers, & contracts for ~500 vendors. - Worked with tech teams to define and build category specific customer and service partner UX workflows for the Consumer Website & APP, Service partner APP - Built & Managed growth and fulfilment partnerships. - Designed firm wide process automations, for e.g., an IVR based customer followup solution. - Built HouseJoy's insurance backed smartphone & appliances extended warranty program. Strong exposure to the insurance & OEM authorised repair eco-system along with warranty registration & claims flow and technology development.

Part of Amazon’s Business Operations Leadership Development Program (BOLD). Managed capacity planning & execution for Kindle, Fire Phone & Amazon Echo customer service with focus on cost of service & service levels. - Planned CS operations for launch of FirePhone, Amazon’s first phone offering & Amazon Echo, Amazon’s first smart speakers.- Collaborated with cross functional teams like kindle program management, forecasting, technology & workflow management to plan capacity for contacts across Mayday (video), phone & email channels.- Performed data mining & numerical analysis using SQL/Excel to identify contact drivers, mix, & patterns.- Conceptualized & developed an excel tool using excel macro coding for real time monitoring of internal vs outsourcer call distribution.- Optimized service delivery across network through demand allocation across Amazon & outsourced sites, spread across time-zones- Created day of week & intraday contact forecast using historical data trends & performed scenario analysis for demand supply matching.- Oversaw site workflow operations across multiple geographies to ensure adherence and execution of the headcount plan.

Handpicked for the firm wide graduate IT program. Led a team of 4 consultants to gather requirements, design, code & deliver middle office applications enabling straight through processing of equity swaps trades.- Worked on JAVA, C#, SQL & other proprietary Morgan Stanley technologies with involvement in all steps of the SDLC.