Arpit Jain

About Arpit Jain

Data-driven management professional with 11 years of experience in program management, data analytics, demand forecasting, business transformation, workforce planning and customer experience strategy across global markets.Program Management leader with a strong foundation in setting up functions from scratch, building product capabilities and processes. I specialize in creating scalable planning frameworks, establishing governance mechanisms, and driving cross-functional collaboration to deliver high-impact business initiatives. I have led cross-functional programs to improve customer experience by optimizing end-to-end journeys and reducing friction across key touchpoints. Partnered closely with executive leadership to shape business strategy and develop long-term strategic plans, while driving initiatives to monitor business performance KPIs, identify emerging risks, and implement mitigation actions to ensure operational resilience and goal alignment.In addition to program management, I bring deep analytical expertise in forecasting, automation, and performance monitoring. I have led projects to build ML-based forecasting models, productized analytical solutions, and automated reporting to support proactive decision-making. My work consistently focuses on improving customer experience and driving operational efficiency through scalable, data-driven solutions. I thrive in ambiguous environments and take pride in bridging strategy with execution, solving complex problems with a long-term, outcome-oriented mindset.I hold an MBA from IIM Indore (top 2 percentile) and a bachelor\'s degree in computer engineering from SGSITS, Indore.Expertise: Program Management, Demand Forecasting, Analytics, Business Transformation, Strategic Planning, Operational Excellence & Risk Management, Customer Experience Strategy, Workforce/Capacity Planning, People & Stakeholder Management.

Experience

1. Manager, Program Management & Demand Forecasting

   Amazon

   Jun 2021 — Present · Bengaluru, IN

   Led demand forecasting program for customer service operations across 18 markets, enabling data-driven planning, driving operational excellence and enhancing customer experience for a $240M business unit.2. Trusted advisor to executive leadership and finance - driving strategic planning for Annual Operating Plan and 3-Year Financial Plan, aligning strategic goals, assessing risks, and recommending mitigation actions.3. Driving weekly/monthly business reviews with senior leadership, business and finance, presenting business insights, KPI performance vs goals, identifying cost and goal risks, and driving alignment through actionable insights.4. Established KPI governance framework to monitor business performance and investigate anomalies, enabling proactive interventions with cross-functional teams to meet business goals.5. Oversaw the analytics program by creating reporting structures, productizing solutions, and building variance-bridging tools to track KPIs and optimize planning processes.6. Scaled analytics capabilities by transitioning the demand planning function from Excel-based to machine learning-driven forecasting approaches.7. Delivered an end-to-end automated forecasting solution, features/modules for automated input to models, automated forecast baseline generation and a Python-based UI for output analysis.8. Led global initiatives to enhance customer experience by optimizing customer journey/workflows and implementing data-driven solutions that improved customer satisfaction metrics.9. Managed an 8-member team of Program Managers and Business Intelligence Engineers to execute capacity plans, supporting customer service delivery to meet SLAs for major sales events.10. Drove key organizational programs including MBA internship hiring, DEI charter rollout for a 700-member org, and partnered with leadership to plan and execute quarterly townhalls.

Education

• Shri G S Institute of Technology & Science

  Bachelor of Engineering - BE, Computer Science

• Indian Institute of Management, Indore

  Master of Business Administration (MBA), Business Administration and Management, General