Building and managing Customer Experience applications across all Customer segments, including Retail, Developer, and Institutional segments.

Architecting and delivering AI-driven solutions for Customer Service, Compliance, Institutional Onboarding and Servicing Operations, Legal, and Enterprise Risk; driving automation and operational efficiencies.

Managing a team of ~200 Engineers, Product and Program Managers, UX Designers, Solution Architects.

An invite-only private community of senior and executive leaders focused on enriching their careers and lives through authentic connections, peer support, and holistic leadership development.

Redesigned and built Customer, Customer Service Agent, and Developer-facing products to improve Customer Experience through Self-Service and agent-handled contacts, supporting billions of Self-Service interactions and hundreds of millions of contacts handled by hundreds of thousands of agents worldwide

Measured success through contact reduction, customer experience improvements, and operational improvements

Scaled the efficacy and consistency of customer service experience through introduction and expansion of ML-based automation, conversational-bot and real time language Machine Translation products

Built from ground up a team of 150 Technical Product and Program Managers, Machine Learning Data Analysts, Language Translation Quality Specialists, User Experience Designers, Researchers and Writers

Led a high performing Product Management team that manages Amazon’s customer self service products, bots, Customer Service Associate facing products

As part of the launch of Amazon Brand Registry, built and scaled Brand Registry Support simultaneously in 11 Marketplaces across North America, Europe and Asia, providing a dedicated product support service on Brand-specific critical business issues (e.g. IP protection, listing issues) to Brand Owners

Built and scaled Brand Registry Application Review process simultaneously in the same 11 Marketplaces

Rolled out a new workflow for 300 Brand Support associates that process Brand Registry applications worldwide, driving 99.9% adoption to the workflow (highest adoption rate among all workflows in Amazon Seller Support) and 35% reduction in average handling time of applications

Built and managed a team of 20 Product Managers, Program Managers and Business Analysts