Ankur Jha

About Ankur Jha

I transform e-commerce operations into high-performing engines of growth, leading teams that consistently exceed KPIs while driving innovative solutions at Amazon.Career Highlights -• Operations Leadership: Directing a 20-person team in high-stakes e-commerce environment, delivering 11% improvement in response rates• Process Innovation: Spearheading CI/Kaizen initiatives that drive 20%+ efficiency gains• Project Excellence: Certified ScrumMaster® orchestrating complex, cross-functional initiatives• People Development: Building and scaling teams with 95%+ performance adherence• Successfully navigating the intersection of:• Strategic Operations Management• Technical Problem-Solving• Customer Experience Excellence• Team Development & LeadershipI\'m passionate about connecting with fellow operations leaders and those interested in scaling e-commerce excellence. Let\'s explore how we can drive innovation in digital commerce operationsActivities done so far:• Orchestrated 11% reduction in Negative Response Rate through data-driven coaching and performance optimization strategies• Pioneered Kaizen initiatives resulting in 3bps efficiency improvement in Returns & Refunds processes• Established cross-organizational performance analysis framework, driving consistent KPI improvements• Scaled team capabilities through targeted development programs, achieving 15% YoY performance gains

Experience

1. Manager - i

   Amazon

   May 2024 — Present · Pune, IN

   Lead a team of 20 associates in a high-volume e-commerce contact center, cutting Negative Response Rate (NRR) from 65.08% to 54.12%—an 11% improvement—via 1:1 coaching, mentorship, and performance optimization. • Spearheaded a Kaizen Event to enhance the Merchant Orders Returns & Refunds Process, driving a 3bps efficiency gain through streamlined mechanisms. • Established a weekly cadence meeting with CRS & LCI org leaders to analyze performance, refine processes, and achieve incremental KPI uplifts, strengthening cross-org collaboration. • Direct staffing plans and real-time service level monitoring, surpassing targets by optimizing schedules, quality initiatives, and cost analysis for a 20-person team. • Manage end-to-end projects and process improvements, leveraging Certified ScrumMaster® expertise to deliver on-time results in Agile frameworks. • Resolve escalations and align workflows with leadership, contributing to 15%+ year-over-year KPI gains through strategic oversight. • Drive talent development—conducting Amazon Leadership Principle-based interviews, mentoring associates, reducing attrition, and boosting engagement.Key Skills: Operations Management | Project Management | Team Leadership | Continuous Improvement (CI/Kaizen)| Agile (Certified ScrumMaster®)| Data Analysis | Stakeholder Collaboration

Education

• Amity University

  Bachelor of Business Administration (B.B.A.), Finance, General

  2013 — 2016

• Amity University

  Bachelor of Business Administration - BBA, Finance, General

Skills

• Training
• Microsoft Office
• Microsoft Excel
• Teamwork
• Microsoft Powerpoint
• Market Research
• Research
• Management