14 Years. Five Roles.
One Consistent Outcome.

Owned Amazon's Moderated Enforcement (ME) programme — a global buyer risk platform protecting millions of customers from fraudulent concession behaviour. Designed product strategy, secured executive funding, led 25+ cross-functional teams, and scaled the programme from US-only to global operations.

• Designed and launched global Moderated Enforcement, reducing false-positive enforcement for 2.27M customers
• Authored 3-year product vision and secured funding for 6 SDEs + 2 ML Scientists targeting $220M bad-debt reduction
• Coordinated 20+ stakeholders across engineering, legal, data science, UX, finance, and operations
• Created 12-milestone 2025 roadmap and instituted Monthly Programme Review (MPR) cadence
• Built ML-based customer behaviour model for intelligent enforcement decisions
• Scaled investigator network from 15 to 433 and built SOP cutting rescue delays from 24 hours
• Ran 10 hypothesis studies and implemented VoC survey boosting CSAT baseline ~60%
• Co-authored Global Order Cancellation pilot and launched eGift Card expansion (+$5.5M DSI lift)
• Delivered Hold Order feature (~$13.2M annual GMS) and Undo Isolation saving $408K concessions

Led customer experience product initiatives focused on contact reduction, self-service improvement, and customer communication quality across global markets. Prepared multi-language customer service infrastructure for vernacular language expansion.

• Managed product strategy for readiness programmes across four vernacular languages: Telugu, Tamil, Kannada, Malayalam
• Designed solutions serving 300K+ daily users per language
• Improved customer communication quality through structured blurb optimisation frameworks
• Led cross-functional alignment with engineering, CX, localisation, and operations teams

Owned Amazon's internal Knowledge Centre platform — managing 119 policies and 200+ customer-facing blurbs. Led major platform transformation including navigation improvements, automation of email handling, and rollout of the KC Navigator self-service system.

• Achieved 145% increase in Knowledge Center usage within 4 weeks of navigator rollout
• Improved Positive Response Rate (PRR) by 600 basis points through blurb optimisation
• Increased repeat adjusted PRR by 248 basis points and customer understandability score by 124 bps
• Improved automation coverage by 2030 basis points by converting manual email handling to self-service
• Managed 119 policies and 200+ blurbs across the Knowledge Centre platform

Developed and maintained customer-facing knowledge base content, built content governance frameworks, and contributed to platform improvements that improved agent efficiency and customer self-service rates.

• Authored and maintained customer service content across knowledge management platforms
• Developed content quality standards and governance frameworks for global CS operations
• Partnered with product and engineering teams to improve knowledge delivery systems

Began Amazon tenure as an analyst, building expertise in data analysis, operational metrics, and customer service operations. Developed the analytical and cross-functional foundation that supported progressive career growth.

• Analysed customer service data and operational metrics to identify improvement opportunities
• Supported programme managers in tracking key performance indicators
• Developed proficiency in SQL, Excel, and data visualisation tools