Career Summary

Sachin Dubey

Product & Programme Leader · 14 Years Experience · Amazon · ISB · INSEAD
Hyderabad, India · sachin_dubey@zohomail.in · +91-7842153300

Professional Summary

Strategic Product & Programme Leader with 14 years of experience (12.5 at Amazon) in product strategy, platform development, and operational transformation. Proven track record of delivering $100M+ in measurable business impact through AI/ML-driven automation, cross-functional programme leadership, and scalable platform design. Owner of Amazon's Moderated Enforcement programme — scaling from US pilot to a global system protecting 2.27M customers, with a roadmap to $220M bad-debt reduction by 2027.

Key Impact Metrics
$26M Downstream Impact Savings delivered (2023-24)
$220M Projected bad-debt reduction programme (ML-funded)
2.27M Customers protected via Moderated Enforcement
4800 bps YoY improvement in US Account Block Coverage (2024)
145% Knowledge Center usage increase in 4 weeks
600 bps Positive Response Rate improvement
Professional Experience
PM II, Customer Engagement
Jan 2021 – Feb 2026
Amazon Development Centre India — Buyer Risk Investigations
  • Owned global Moderated Enforcement programme — designed ML customer behaviour model, secured funding for 6 SDEs + 2 ML Scientists targeting $220M bad-debt reduction
  • Delivered $26M in DSI savings (2023-24) by expanding ME to 2.27M customers globally
  • Achieved 4800 bps YoY improvement in US Account Block Coverage; projected $30M DSI + $10M bad-debt savings for 2025
  • Coordinated 25+ cross-functional teams (engineering, legal, data science, UX, finance, operations)
  • Created 12-milestone 2025 roadmap and instituted Monthly Programme Review cadence
  • Scaled investigator team from 15 to 433; built SOP cutting rescue delays from 24 hours
  • Implemented VoC survey boosting CSAT baseline ~60% and improving reinstatement by 67 bps
  • Launched US expansion (+$14.7M DSI-30 lift, 3.5M customers), eGC expansion (+$5.5M, 14% coverage), Hold Order feature (~$13.2M GMS), Undo Isolation ($408K concession savings), Gift Card as Payment ($10M GMS)
  • Co-authored Global Order Cancellation pilot; ran 10 hypothesis studies
PM II, Customer Experience
Oct 2019 – Dec 2020
Amazon Development Centre India — Customer Service
  • Led product strategy for vernacular language readiness across Telugu, Tamil, Kannada, and Malayalam (300K+ daily users per language)
  • Improved customer communication quality through structured blurb optimisation and cross-functional alignment
  • Coordinated engineering, CX, localisation, and operations teams for simultaneous 4-language rollout
PM I, Knowledge Management
Feb 2018 – Sep 2019
Amazon Development Centre India — Customer Service
  • Achieved 145% Knowledge Center usage increase within 4 weeks via KC Navigator rollout
  • Improved PRR by 600 bps, repeat PRR by 248 bps, understandability by 124 bps through blurb optimisation
  • Increased automation coverage by 2030 bps converting manual email handling to self-service
  • Managed 119 policies and 200+ customer-facing blurbs across the Knowledge Centre platform
Content Developer, Knowledge Management
Jun 2015 – Feb 2018
Amazon Development Centre India — Customer Service
  • Authored and maintained knowledge base content across policies and customer-facing communication
  • Developed content quality governance frameworks for global customer service operations
Analyst
Sep 2013 – May 2015
Amazon Development Centre India — Customer Service
  • Analysed customer service data and operational metrics to identify performance improvement opportunities
  • Developed proficiency in SQL, Excel, and data visualisation for operational reporting
Production Planning Engineer
Sep 2011 – Jan 2013
Quad Electronic Solutions
  • Led a 70-person production team across electronics manufacturing operations
  • Managed production planning, scheduling, and cross-functional resource coordination
Education
MBA — Strategy & Marketing
Indian School of Business (ISB), Hyderabad · Exchange: INSEAD, France
B.Tech — Electronics & Communication Engineering
Aurora's Engineering College, Hyderabad
Skills & Technologies

Technical Tools

SQL Tableau Amazon QuickSight Advanced Excel JIRA Confluence Basic Python Basic HTML IVR Systems Chatbot Workflow CMS Self-Service Portals

Core Competencies

Strategic Product Development Platform Strategy AI/ML Decision Models Agile PM Risk Mitigation Cross-Functional Leadership Data-Driven Decision Making BRD Authoring Design Thinking OKR Alignment
Certifications
AI Fluency Framework Claude 101 — AI Tools Design Thinking Product Innovation for PMs
Languages
English Hindi Telugu

Download Resume

PDF format — original uploaded document

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Contact Info

📧
sachin_dubey@zohomail.in
📱
+91-7842153300
🔗
LinkedIn Profile
📍
Hyderabad, India
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