Hirok Das

About Hirok Das

I am a graduate in Economics and Finance with over 10 years of experience in operations, program management, transition, cost transformation, quality assurance and continuous improvement. Currently associated with Amazon, managing their Andon Cord (customer complaints), MMFI (seller queries), concession reduction, abuse prevention and stranded inventory operations for North America. I lead an Abuse Prevention team that detects and prevents seller fraud using Machine Learning and Automations. New hire transition and training, due diligence for any new processes within the organization, risk and compliance audits, creation of process maps and develop quality assurance models based on CTQs using statistical models falls under my purview as well. As a member of the Diversity Equity & Inclusion team, I advise executive team on ways to promote equal opportunity for an increasingly diverse workforce. I oversees all org-wide communication and conducts workshops on cultural awareness via campaigns, and employee engagement to ensure the philosophy of DEI is fostered within all levels.I have experience in managing large operational teams, program management, transition, risk and compliance, due diligence, automations via large language models, machine learning, and small scale automations. In one of my assignments I led the Abuse prevention team that deals with seller frauds and enforces Fraud/Warn/Block actions. In this role, I partnered with US legal teams to enforce the investigation actions. I also onboarded Abuse Prevention for Japan, Australia, and Canada marketplaces. Using LLMs, I created an automated using seller derived signals like GMS, Shipments, etc. to predict possible fraudulent sellers for investigation.

Experience

1. Operations Program Manager

   Amazon

   Jun 2017 — Present · Hyderabad, IN

   People Management Responsibilities:Drives creation of staffing plans, quality initiatives, process change initiatives, and other Change/Six Sigma initiatives to enable their Functional Area to meet/exceed Business Plan. Sets/clarifies requirements and expectations for Area Managers. Measures performance, provides feedback, and holds Managers accountable for their performance and the performance of their departments. Leverages the Operations and Team Managers by sourcing and nurturing ideas, rolling them into the creation of improvement plans for the functional area. Takes proactive steps to ensure best practices are shared across all departments, shifts and among the network. Works with support staff to build and secure support and resources for projects and initiatives in their area, as well as providing needed support and resources for other staff initiatives. Able to address operational and personnel issues affecting functional area. Surface issues with potential to affect multiple functional areas, along with ideas for solutions, to Sr. Ops, General Manager and/or HR.Business Responsibilities:Identifying customer impacting issues, finding and implementing solutions/process improvements to increase customer satisfaction & enhance the operational efficiency. Assist in developing and implementing training programs to improve the delivery of the team. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures. Developing and achieving performance goals and objectives in line with the company\'s vision/goals. Collaborate with business partners to substantiate process improvements through data analysis. Draft and present key documents to leadership, taking an idea from inception to implementation. Design metrics and business review documents guiding the operations team through execution. Provide analysis and insights to senior leadership to influence and support tactical and strategic business decisions.

Education

• Kendriya Vidyalaya

  Higher Secondary, Commerce

  2003 — 2005

• Cosmic Business School

  Master of Business Administration - MBA, Finance, General

• Deshbandhu College

  Bachelor of Arts (B.A.), Economics

  2005 — 2008

Skills

• Itil
• Microsoft Office
• Service Delivery
• Service Management
• Computer Hardware
• Team Management
• Financial Analysis
• Business Strategy
• Telecommunications
• International Economics
• IT Service Management
• Vendor Management