Kiran G M

About Kiran G M

Industrial Engineering graduate with a strong foundation in operations, supply chain, and quality systems, currently specializing in Trust & Safety operations at Amazon Prime Video.My career sits at the intersection of operations, risk management, and process improvement. I’ve led initiatives that improved SLA adherence, reduced operational defects, and scaled workflows across global teams—consistently using data to move from reactive problem-solving to proactive system design.At Amazon, I’ve:Reduced calibration queries by 33% and improved quality scores by 130 BPS through structured review frameworksEliminated recurring escalation patterns by building RCA-driven reporting systemsCleared a backlog of 893 escalations while maintaining 98% SLA adherenceAutomated manual workflows, saving 8–10 hours/week and improving process accuracy from 88% to 98%Prior to this, I worked in production planning and manufacturing, where I improved shop-floor inventory accuracy and increased production capacity by over 4x, applying Lean principles and process redesign.I’m particularly interested in roles that combine operations strategy, process excellence, and data-driven decision making, where I can build scalable systems and drive measurable business impact.

Experience

1. Escalations Specialist

   Prime Video & Amazon MGM Studios

   Jun 2025 — Present · Bengaluru, IN

   Own end-to-end escalation management and process improvement for content compliance across Prime Video marketplaces, focusing on risk mitigation, SLA performance, and quality optimization.Key Impact:* Reduced calibration queries by 33%(362 → 242) and improved quality scores from 97.3% to 98.6% by designing structured review and alignment mechanisms* Managed 265+ high-severity escalations across 4 marketplaces, achieving 91% SLA adherence during a 30% volume surge* Built an RCA-based reporting framework identifying that 72% of issues stemmed from 4 root causes, eliminating repeat escalations and reducing rework* Led a 5-month backlog reduction initiative, clearing 893 cases with a 4-member team while maintaining 98% SLA adherence* Improved escalation turnaround time and reduced ongoing resolution times through workflow redesign and prioritization modelsProcess & Automation:* Automated metadata extraction process (2 min → 5 sec per case), saving 8–10 hours/week and improving ingestion accuracy from 88% to 98%* Designed dashboards and tracking systems to improve real-time visibility, team accountability, and decision-makingLeadership & Program Management:* Led cross-functional coordination across QA, ingestion, and RCA teams to resolve blockers and improve throughput* Transitioned ROW escalation workflows to a new team with zero service disruption* Trained and upskilled 4 L3 reviewers, improving SLA adherence from 84% to 96% and reducing dependency on specialistsCurrent Project:* Working on an AI-assisted escalation tool (Amazon QuickSuite-based browser extension)* Responsible for testing, feedback loops, and validation, ensuring accuracy, usability, and real-world effectiveness in escalation handling* Contributing to improving decision speed, consistency, and analyst productivity through AI-assisted workflows

Education

• Visvesvaraya Technological University

  Bachelor's degree, Mechanical Engineering

  2012 — 2016

• University of Arizona

  Master of Science - MS, Industrial Engineering

  2017 — 2019