Arinna Pongrey Graham

About Arinna Pongrey Graham

With over three years as a Senior Manager at Amazon Web Services (AWS) and extensive experience in operations management, I lead three specialized global operations teams focused on innovation, efficiency, and customer experience. My expertise includes operations management, agile project management, and talent development within a fast-paced, high-visibility environment, supported by my extensive knowledge on AWS products. At AWS, I have built and developed teams that deliver solutions informed by data-driven decision-making, fostering a culture of inclusion and equity. I am passionate about improving customer experiences, empowering teams to achieve shared goals, and driving organizational excellence through collaboration and strategic leadership.

Experience

1. Sr Manager, Business and Product Operations

   Amazon Web Services (AWS)

   Oct 2022 — Present · Seattle, WA, US

   As a senior manager at AWS, I lead three specialized operations teams that drive innovation across the organization. Through strategic leadership, data-driven decision making, and a focus on team development, I have consistently delivered increased efficiency and enhanced customer experiences across AWS.RI Operations Team (2017 - Present)· Established and grew this global team to 5 managers and 40 analysts across 5 countries, responsible for manual Reserved Instance and Savings Plan operational tasks· Designed and oversaw the development of a data-driven system to track customer feedback, enabling my team to identify trends, influence product roadmaps, and deliver data-driven improvements such as the new 7-day window to return AWS Savings Plans· Established three centers of expertise, with specialized sub-teams driving improvements in business process and project management, data reporting, and desktop automation solutionsReservation Deal Operations (2024 - Present)· Established the need for this specialized team of 6 ICs and one dedicated manager, responsible for operational review of custom deal concepts and languageBusiness Insights, Operations, & Support (2022 - Present)· Manage a team of 40 based in the Philippines, supporting a wide range of analytics, business, and sales operations tasks· Expanded the team to Costa Rica in 2023 to provide a follow-the-sun support model· Optimized the team\'s operating model, shifting from geographic coverage to a center of excellence structure organized around key business functions, allowing for greater specialization, improved productivity, and faster delivery of critical supportKey Achievements:· Fostered a culture of innovation, inclusion, diversity, and equity, resulting in high team morale and low attrition· Leveraged data and customer insights to drive impactful product and process improvements· Served as a subject matter expert, consulting on the review of new reservation products and features