Anirban Roy Chowdhury
Senior Program Manager - Payment Fraud Prevention and Customer Experience @Amazon
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WORK HISTORY
Senior Program Manager - Payment Fraud Prevention and Customer Experience @Amazon
Hyderabad, IN
Defined the strategy & vision for WW Customer Engagement Experiments Program, launched and managed 32+ CX features from inception to execution, connected customer anecdotes to focused experiments, enabled data-driven decision making and prioritization resulting in $17.2M Opex savings. Directed Customer Self-Serve Workflow Automation product expansion WW, defined the product roadmap to launch new features (Real-time contact evaluation for Gift Cards, Bad actor identification, Payment Specific Guidance), refined and introduced new fraud investigation policies achieving $6M Opex savings. Executed False Positive Reduction Program using Machine Learning models to identify fraudulent payments & account takeover, reduced 221K incorrect enforcement on good customer accounts, drive regional expansion for new use cases and model launches mitigating $6.4M GMS loss for Amazon WW. Led GenAI solutions workstream for WW Customer Experience programs, deployed 10+ AI agents using prompt engineering and reduced 1100+ manual hours annually for repetitive tasks like quarterly flash reports, tailored survey questionnaire creation, and weekly business review reports. Developed and implemented Voice of Customer (VoC) strategy for Payment Risk business by establishing structured feedback collection mechanisms (surveys, calls, focus groups, usability tests), automating feedback analysis across 50+ studies and 30K+ customer responses WW using ML models, saving 1500+ manual hours. Launched CSAT initiative, improving customer satisfaction from 27% to 65% across Amazon fraud prevention products. Managed a team of 40+ Program Managers, SMEs, Specialists to design standardized processes for product experimentation, write detailed business requirements, create experiment execution plan (A/B test conditions), sampling SOP, RACI matrix, defined success criteria, and prioritized execution of 120+ experiments WW with Engineering, ML, Product, Operations, Customer Service, and Legal.
EDUCATION
IBS Pune (Icfai University)
PGPM, Marketing Management, Operations Management
SMIT
Bachelor of Technology (B.Tech.), Electrical Engineering
SKILLS
ABOUT ANIRBAN ROY CHOWDHURY
Results-driven Technical Program Leader, with ~13 years of experience in CX Experimentation, Product Management, Program Strategy, and Payment Fraud Prevention. Hands-on experience in building GenAI solutions using prompt engineering and advanced analytics to drive Operations Excellence, Investigations Automation, Operations Management, and Knowledge Management. Proven ability to formulate strategies and business plans across diverse industries like E-commerce, Energy and Healthcare consistently exceeding business targets, and enhanced customer experience.
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