Headline

Lead Program Manager at SolarWinds

About

Senior Program Manager with 9 years of experience, including 6 years at Amazon, driving growth and improving digital experiences across ecommerce advertising, payments, and customer-facing platforms. I build and govern programmes at the intersection of commercial growth and customer experience. At Amazon Advertising, I owned ₹2.2B+ in annual revenue with 57% YoY growth and 98% enterprise advertiser retention. At Amazon Pay, I redesigned payment journeys across 35 categories, reducing cost per transaction by 26% and cutting fraud resolution time from seven days to twenty-four hours. When Amazon launched Sponsored Display and Sponsored Video, I defined the GTM strategy, sequenced the market, trained the sales organisation, and designed the adoption framework. Within one quarter, 72% of targeted advertisers had activated both formats, contributing 4.3% of annual revenue. The insight that has shaped how I work since- new capability only creates value when you build the adoption infrastructure alongside the product. I translate VOC and transaction data into prioritisation decisions, not just reports, then build the mechanisms to execute at scale. I connect three things: commercial strategy, programme governance, and customer signal.

Location

Bengaluru

AI stack

claude

gemini

Amazon Q Developer

ChatGPT

Microsoft Copilot

Work experience

Lead Program Manager at SolarWinds, Jul 2026 - Present · 3 mos, Bengaluru

Senior Program Manager - Customer Experience at Amazon, Jan 2024 - Jun 2026 · 2 yrs 6 mos, Bengaluru · Hybrid, •Reduced cost per transaction by 26% YoY and escalations by 17% across 35 Amazon Pay categories by identifying systemic friction in payment journeys and coordinating fixes across product, policy, and operations — 3M+ annual customer contacts •Governed a portfolio of 40+ concurrent cross-functional programs by translating business priorities into structured initiatives with clear owners, milestones, and executive visibility across product, engineering, risk, and operations •Deployed 200+ standardised resolution workflows by directing the enterprise CX platform migration across product, engineering, and operations teams •Led a 25+ member cross-functional CX operation team by designing operating mechanisms, performance metrics, and governance structures, achieving 95%+ service accuracy •Directed 7 new payment category launches on time by building standardised readiness playbooks covering experience design, operational model, support definition, and cross-functional execution •Reduced account recovery and payment fraud resolution time from 7 days to 24 hours by leading trust and fraud resolution redesign for UPI and gift cards in partnership with risk teams and vendors •Enabled prioritisation of 40+ strategic initiatives by running executive governance forums and customer immersion reviews that surfaced systemic gaps and informed roadmap decisions •Improved product prioritisation by building an AI-enabled Voice of Customer framework integrating customer feedback and transaction data into structured, actionable insights for business and product teams

Senior Program Manager - Advertising at Amazon, May 2020 - Jan 2024 · 3 yrs 9 mos, Bengaluru · Hybrid, •Drove ₹2.2B+ in annual advertising revenue with 57% YoY growth and 98% retention by leading lifecycle and monetisation programs across enterprise and mid-market advertiser segments •Led the global launch of Sponsored Display and Sponsored Video — defining GTM strategy across markets and clients, achieved 72% advertiser adoption within 1 quarter and contributed 4.3% of annual revenue •Generated 29% of annual advertising revenue from sales events by designing and scaling promotional frameworks that enabled 3,000+ advertisers to optimise ad investments during peak periods •Devised pricing, product roadmap, and growth strategy for enterprise clients by delivering 100+ executive business reviews that translated complex performance data and market signals into recommendations for CEOs and CMOs • Shaped platform monetisation strategy by building pricing elasticity and A/B testing frameworks with product and engineering teams to evaluate advertiser investment models and improve ROI •Upskilled a 100+ member global organisation by designing onboarding, training, and programme execution frameworks that improved team readiness and delivery consistency

Senior Engineer - Business Development & Market Expansion at Larsen & Toubro, Jul 2015 - May 2018 · 2 yrs 11 mos, Kolkata Area, India, • Generated ₹70Mn revenue with 182% cumulative growth across FY16–18 by leading market expansion across SAARC and African regions for large-scale infrastructure and electrical systems projects • Reduced proposal turnaround by 70% and increased bid participation by 35% by building automated costing and estimation tools across a portfolio of 150+ government and private sector proposals • Strengthened regional pipeline by onboarding 15 enterprise clients and establishing 7 strategic partnerships

Education

PGDM, Marketing, SPJIMR SP Jain Institute of Management & Research

International Immersion, Marketing/Marketing Management, Cornell Johnson Graduate School of Management