Microsoft

Principal Product Manager

Senior Product Manager

Amazon

Senior Program Manager - Alexa 

Program Managed the strategic and tactical execution of Customer service readiness for the Country launches of Amazon Australia and Amazon Singapore as well as expansion programs (Global Store and Prime Membership) in Singapore.  Prepared the overall Customer service strategy for Australia and Singapore country launches- Including recommendations for contact channels, Hours of operation, Customer service product benchmarking with competitors and potential outsourcing opportunities based on Customer insights. Defined the end to end customer experience in terms of product design for all customer facing CS contact touch points (Contact Us, Your Orders, Your account, Help pages and Notifications), and the overall post contact experience. Worked with multiple stakeholders including Marketing, transportation, returns and tech across the globe to define the pre and post customer contact experience. Led a team of 3 PMs to oversee subsequent launches in Australia and Singapore until Aug 2018.

Senior Program Manager - APAC Expansion (CX & Customer Service)

As the IN ACES Manager, defined and prepared a year long strategy for the team to ensure that all defect reduction goals for improving customer experience were exceeded. This was done as a combination or making product changes on the website as well through operational changes. Under my leadership the IN ACES team exceeded all CX improvement goals for 2 consecutive years. Introduced a playbook detailing out all the use cases and SOPs required to ensure a faster turnaround time for customer issues cropping up during the Amazon sales.Introduced the concept of Quality Circles in the e-commerce setting and worked on the initiative from scratch to start regular workshops to both teach as well run these workshops to come up with process improvements ideas.

ACES Manager

Tata Motors

1. Managed multiple stakeholders for approval and evaluation of over 100,000 Kaizen(implemented improvements) submitted by employees across the plant
2. Planning,conceptualizing, logistics and execution of plant level reward and recognition events that included Best Self Directed team Competition ( monthly) and Suggestion scheme reward ceremonies(quarterly)
3. Module development and training of blue and white collars in Kaizen awareness & suggestion scheme and Quality Control Circle problem solving apprach
3.Monthly audits of 186 Self Directed teams of 2500 blue collars to keep track of the progress made by them in the areas of safety, quality, productivity and cost & kaizen sustenance
4. Process audits  and review of the progress made by Quality control circles across the plant
5. Moderated and mentored teams participating in all external regional and national competitions organized by CII, QCFI, INSAAN etc.

Assistant Manager

Alstom Power

1. Audit of strategic vendors prior to their registration in the Alstom database
2. Procurement of pipes, fittings and other mechanical items for all hydro power projects across the country
3. Identification and expansion of existing vendor database of strategic suppliers

Procurement Executive

Doordarshan

Anchored a 13 episode part studio part reality TV quiz show broadcasted on Doordarshan titled " CHALLENGE CHATNI" organized by the NCSTC supported by Government of India, Ministry of Science and Technology

Anchor

Experienced Senior Program Manager with a demonstrated history of working across e-commerce and manufacturing. Skilled in leading and driving large scale complex projects with multiple global stakeholders, process improvements keeping customer experience at the center of it all. Certified green belt in six sigma. Hustler and love starting from scratch.

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