Headline

Program Manager@Amazon | Ex-Swiggy

About

Program Manager with 7+ years of relevant work experience spanning fraud prevention, client retention programs, and business analytics. Currently at Amazon, leading a global initiative to reduce false-positive account actions and improve fraud detection accuracy within the Account Security team. Collaborates with Machine Learning, Product, Operations, and Engineering teams across multiple regions to implement AI-powered solutions and enhance customer outcomes. Passionate about leveraging technology and analytics to drive operational excellence and customer trust. Demonstrated expertise in designing quality assurance frameworks, automating processes, and implementing customer recovery initiatives that improve decision quality, operational efficiency, and customer retention at scale. Dedicated to building scalable systems that empower businesses to deliver seamless and secure customer experiences globally.

Location

Bengaluru

AI stack

claude

gemini

kiro

openai

Work experience

Program Manager at Amazon, Oct 2024 - Aug 2026 · 1 yr 11 mos, Bengaluru, Karnataka, India, • Led a global initiative to reduce false-positive account actions in Amazon’s automated sign-in fraud detection system. • Coordinated cross-functional teams across India, the US, and Costa Rica, achieving a reduction in false positives from 76.7% to 67%. • Designed an AI-powered audit agent, enhancing review accuracy to 85% and increasing sampling confidence from 95% to 99%. • Drove customer recovery initiatives, reducing involuntary account lockouts by ~20% YoY, positively impacting customer retention.

Program Manager, Customer Success at Loop, Oct 2023 - Sep 2024 · 1 yr, Bangalore Urban, Karnataka, India, • Developed and established an end-to-end delivery operations function at Loop, enhancing overall efficiency. • Implemented an escalations management system addressing Social Media, High Value Clients, and CEO escalations. • Created a churn risk prediction model integrating various insurance partner APIs to assess account performance metrics.

Customer Experience Manager at Swiggy, Aug 2022 - Oct 2023 · 1 yr 3 mos, Bengaluru, Karnataka, India, • Owned governance and drove PnL optimizations to enhance customer gratifications and reduce cancellations. • Achieved a ~41% reduction in net UE in CX Gratification across two consecutive quarters, earning CEO accolades. • Built strategic partnerships with national brands to enhance operational initiatives and customer satisfaction.

Business Operations Manager at Instamart, Jun 2021 - Aug 2022 · 1 yr 3 mos, Bengaluru, Karnataka, India, • Managed business operations at Instamart, focusing on reducing perishables wastage by 30%. • Implemented forecasting improvements and inventory planning to enhance efficiency across Bangalore and Chennai markets. • Established operational processes and fulfillment center models to support rapid business expansion. • Led marketing initiatives targeting hyperlocal and residential segments, significantly boosting customer acquisition.

Business Operations Specialist at Instamart, Sep 2019 - Jun 2021 · 1 yr 10 mos, Improved product availability from 90% to 95%, contributing to a 15% revenue increase across 15 fulfillment centers. Managed fulfillment operations supporting 16K+ daily orders across Bangalore while maintaining service quality and inventory availability. Built route optimization and inventory control mechanisms that improved perishables availability and fulfillment efficiency across the network.

Senior Product Compliance Associate at Amazon, May 2019 - Sep 2019 · 5 mos, Bengaluru, Karnataka, India, • Identified and addressed non-compliant products and sellers across North American and European marketplaces. • Analyzed Anti-Money Laundering (AML) triggers and reported trends to stakeholders. • Ensured adherence to US regulations, maintaining compliance with obligations and procedures.

Transaction Risk Investigator at Amazon, Mar 2017 - May 2019 · 2 yrs 3 mos, Bengaluru, Karnataka, India, • Mitigated compromised customer accounts from cyber-attacks and online fraud, ensuring customer trust and safety. • Identified and addressed emerging fraud trends and modus operandi to enhance security measures. • Collaborated on various ad hoc projects and assignments, contributing to the overall efficiency of the team.

Education

Bachelor of Technology, Instrumentation and Control Engineering, Siksha 'O'​ Anusandhan University