Chirag Bhuva

About Chirag Bhuva

Transformational Leader | Strategic Operations Expert | Customer & Employee Experience…

Experience

1. General Manager Director Operations

   Amazon

   May 2023 — Present · Mumbai, IN

   Leading a member team across three virtual hubs, overseeing operations for multiple global marketplaces- Managing P&L with $100M+ in operational expenses, improving cost per contact as key efficiency metric- WW Owner for Seller Experience Metric - reducing associate errors across WW sites, helping partner teams with inputs to eliminate root cause driving contacts and collaborating on future initiatives leveraging AI/ML- Driving key employee experience and retention initiatives, enhancing Amazon\'s reputation as \"Earth\'s Best Employer\" through career progression, engagement and succession planning- Leading WW Network Risk, Continuity & Response focused on operational risk mitigation, specifically developing a new Audit & Compliance program covering all modalities (In-house, Outsource, Virtual CC Operations), High Velocity Event readiness, Command Center operations, Complaints & Regulatory, and Security & Permissions- Promoted from Virtual Contact Center Leader (L7 level) to GM/Director in April 2024 (L8 Level)

Skills

• Telecommunications
• Payment Gateways
• Leadership
• Project Delivery
• IT Operations
• Outsourcing
• Management
• Osp Certification - Trai
• Marketing
• Business Process Outsourcing (Bpo)
• Sms Solution
• Business Development
• Social Media
• Market Research
• Bpo
• Business Strategy
• Customer Relationship Management (Crm)
• E-Commerce
• New Business Development
• Strategy
• Crm
• Customer Service
• Team Management
• Vendor Management
• Telecom Infrastructure
• Transition Management