LSM Global

Senior Manager, Operations

Amazon.com

Operations Manager (WW Buyability Team)					    (Sep’ 2019-Till Date)

Manage a 5 member operations team and 3 Subject matter experts contributing towards handling operational fixes for NA, EU and APAC regions. Program managing new marketplace onboarding for a buyability program covering Canada, Australia, Japan and USA as POC. Providing nodal assistance to teams in Beijing and Turkey to manage operational initiatives. Supporting with emerging marketplace expansion for the Buyability program.

Operations Manager (VSSC Enrichment & Testing Team)			                   (Jul’ 2019-Sep’ 2019)

Managed operations for a 40 member team consisting of the VSSC testing and VSSC enrichment verticals which support US and EU region new item setup and testing activities. Directly responsible for managing Subject Matter Experts and Catalog Managers who handle specific components within the overall VSSC operations and testing program. 

Key Responsibilities:
•	Define and own appropriate operational metrics aligned with business goals; Establish processes for measuring, tracking, and driving continuous improvement of metrics
•	Own structured communication with all internal (Vendor Managers, Category Leads, Marketplace POCs) and external stakeholders (Vendors and Sellers) backed by data
•	Plan and manage capacity to achieve business objectives. Identify opportunity areas and evaluate options based on feasibility and timelines
•	Provide inputs for function-level planning in monthly, quarterly, and half-yearly intervals
•	Build and scale process-related solutions that have metric impact through multiple projects and automation; drive adoption of solutions across teams
•	Own program-based communication to ensure all stakeholders are apprised of the progress, changes, expectations, and next steps
•	Own and Program manage specific marketplaces, locales as part of the WW program objectives. Cross functional collaboration with partner teams to achieve program and shared goals

Operations Manager

Catalog Manager (VSSC Testing Team)                                                                    (Mar’ 2017-Jun’ 2019)	                            

Responsible for managing a 20 member program team which supports new platform and marketplace    onboarding for Amazon vendors. Creating workflow and executing end to end testing for the platform. Working with various technical teams to fix the identified issues during testing. Operational landing related planning for launching product lines and marketplaces systematically under the new platform. Coordinated launch activities across cross functional nodes catering to WW testing program.

Highlights:
•	Trained and onboarded a testing team in Romania in December 2017
•	Worked on launching VSSC platform across NA, EU, FE regions and emerging marketplaces (Singapore, UAE etc.)
•	Trained and onboarded a testing team in Beijing in January 2019 as part of expansion into Amazon Japan 
•	Handled end to end onboarding and launch activities as POC for Japan
•	Automated 70% of the testing process by consolidating the requirements onto an .net Application which saved 26 HCs WW in 2019

Catalog Manager (New Item Setup Team)				              (Oct’ 2015 – Mar’ 2017)

Handled an operations team of 20 people which populates/ procures vendor provided content for the Amazon Catalog. We efficiently managed content for Consumables and Hardlines categories across Amazon EU3 (UK, Germany & France) Marketplace. The team liaised with vendors and vendor managers to ensure a reliable and operationally effective flow of product content, and interacted directly with Amazon internal customers across the globe to deliver their requirements.

Catalog Manager

Promoted to Senior Catalog Associate on April 2013 which involved additional responsibilities involving daily work allocation, performing audits and quality check on assigned tasks for work done, and publishing reports in addition to the responsibilities of a catalog associate. Key responsibilities were

•	Perform audits and quality check on assigned tasks for work done by junior associates and report quality metrics.
•	Train new hires on process tasks and give feedback to the training team based on on-the-job experience.
•	On-boarding new processes and categories that involved complete end to end testing of a platform or a product and providing complete feedback, which included identifying conflicts, correcting and minimizing the errors in data quality 
•	Conduct vendor training to familiarize new vendors with the amazon business models and also to provide quality data for items to be setup on the website 
•	Supervise categories which are handled by the team, allocate day to day work and ensure that the same is completed in a timely manner without any misses in the SLA. 
•	Prepare weekly business reports for the operations team with Year to Date and Quarterly trends
•	Flag possible escalation on notice and perform a deep dive to recommend and implement corrective actions.
•	Provide floor assistance to team members, monitoring the daily workflow of associates and in the process providing valid resolutions to cases on the floor, reducing the turn-around time to complete tasks.

Senior Catalogue Associate

Joined Amazon as a Catalog Associate in February 2011. Daily responsibilities involved working with vendor provided content for items that are sold on the Amazon website across Consumables and Hardlines categories, liaising with vendors and vendor managers in case of content and pricing discrepancies. Key metrics to be achieved were productivity, quality, Turnaround time (TAT) and SLA. Core responsibilities included

•	Handling the day-to-day volumes of the assigned tasks and ensure the given SLAs are met per 
        quality standards.
•	Maintaining records of day-to-day work by updating trackers
•	Populate/procure content for the product catalogs on the Amazon Web Site from various sources 
        (including research on the internet)
•	Interact/coordinate with vendor/manufacturers related to identification and correction of 
        errors/complaints.

Catalogue Associate

Sutherland Global Services

Worked as a Technical Support Executive for Sutherland Global Services and supported DELL computers portable (laptop) division From December 2009 to February 2011. Daily responsibilities involved handling customer inbound calls and assisting with Hardware/Software related troubleshooting, initiating service calls or part replacements wherever required. Key role responsibilities were

•	Inbound Tech support for DELL portables division 
•	Handled inbound customer queries and performed troubleshooting for laptop related issues 
•	Fixed customer issues, handled queries and initiated part replacements when required 
•	Up-selling products like accessories and warranty schemes

Technical Support Executive

Managerial professional with 10 years of progressive experience in handling e-commerce catalog & content management operations, programs and people. Currently working as a Senior Operations Manager with LSM Global. Primary focus areas include operations and program management for ongoing projects as well as define launch process new regions. 
 
Key Skills and Strengths	  
 
•	Operations Management
•	People Management
•	Business/Process Optimization
•	Planning and Forecasting
 •	Program Management
•	Onboarding & Expansion
•	Business Stakeholder Management
•	Catalog/Content Management


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