Chris Smith

About Chris Smith

Senior Product Manager and platform modernization leader with 10+ years driving enterprise‑scale transformation across Amazon and Verizon. I specialize in AI‑driven automation, fraud prevention, product governance, and scalable platform delivery that improves customer experience while reducing operational cost and risk.Across my career, I’ve delivered measurable outcomes including $200M+ in cost savings, 15% fraud reduction, and major improvements in DPMO, workflow efficiency, and system reliability. I build data‑driven operating models that accelerate delivery velocity through strong execution, stakeholder alignment, and continuous improvement.What I’m known forTranslating strategy into execution through roadmaps, requirements, and KPI‑driven deliveryLeading cross‑functional teams across Product, Engineering, Operations, and PolicyModernizing legacy platforms into scalable, automated enterprise systemsDesigning AI‑enabled decisioning, fraud controls, and workflow automationDriving operational excellence through experimentation, governance, and metricsCore Focus AreasProduct Operations (PMO) • AI/ML Automation • Platform Modernization • Fraud/Risk Controls • KPI Development • Roadmapping • Enterprise Systems • Operational Excellence

Experience

1. Senior Product Manager D2as

   Amazon

   Apr 2022 — Present

   Own product vision and multi-year roadmap for enterprise concessions platform supporting large-scale customer operations.Delivered $25M in 3-year savings through platform migration and workflow optimization.Improved quality performance with 12.7% YoY DPMO reduction through defect prevention and policy alignment.Reduced concession fraud by 15% globally through decisioning enhancements and enforcement controls.Partner with engineering, operations, and policy teams to define requirements, prioritize backlog, and deliver scalable releases tied to KPIs.Established success metrics, reporting, and experimentation practices to improve executive decision-making and outcome velocity.

Education

• Dominican College

  Bachelor of Science, Management Information Systems

• Stevens Institute of Technology

  Masters of Science, Telecommunications Management

• Stevens Institute of Technology

  Graduate Certificate, Project Management

Skills

• Wireless
• Business Analysis
• Six Sigma
• Telephony
• Management
• Ivr
• Unified Communications
• Call Centers
• Ip
• Project Management
• Customer Satisfaction
• Acd
• Itil Certified
• Troubleshooting
• Customer Retention
• Cisco
• Crm
• Reporting & Analysis
• Customer Service
• Business Process Improvement
• Disaster Recovery
• Telecommunications
• Cvp
• Cti
• Process Improvement
• Integration
• Cisco Technologies
• Leadership
• Team Leadership
• Sdlc
• Cost Down
• Lean Six Sigma
• Vendor Management
• Call Center
• Voip
• Contact Centers
• Wireless Technologies
• Customer Relations
• Wireless Networking