Kamal Verma
Program Manager, Amazon
- Role
- Program Manager, Apac & Middle East at Amazon
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Kamal Verma
Engineering graduate with 7 years of experience in developing strategic roadmaps and optimizing programs through data-focused processes. I specialize in Last Mile Programs for Routing ML Models, handling stakeholders, and managing high-severity incidents. Skilled in SQL data analysis, BI tool insights, and Python scripting, with additional experience in HTML/CSS and Agile methodologies. Passionate about leveraging technology for impactful solutions and open to collaboration opportunities.
Experience
Program Manager, Apac & Middle East
May 2022 — Present · Hyderabad, IN
Advocated and executed Change Management strategies to ensure smooth Customer Support Operations, achieving a 20% reduction in response times- Shifted capacity to eliminate supply-demand gaps and conducted trend analysis to address Service Level misses, collaborating with the capacity planning team to optimize resource allocation. Reducing the supply demand-gap by 10%- Optimized the network for multiple Operating Units through real-time demand suppression levers, which dropped the operational load by ~20% during the Amazon Prime Sale ’23. This resulted in smooth CSA experience and less operational load- Led cross-functional teams during multiple high-severity incidents impacting >100K customers, spearheaded escalation management, engaged business owners and collaborating with Engineering and Product teams for rapid resolution- Engineered a country-specific and worldwide trend metrics to assess network performance and identify improvement areas. Additionally, monitored trends related to technical issues, providing actionable insights to inform Engineering team and enhance system reliability. Reducing the TAT (Turnaround time) by 25%- Conducted over 300+ root cause analyses and risk assessments for Service Level misses, particularly those driven by increased demand and Operations Productivity deviations.
Education
Inderprastha Engineering College, Delhi NCR
Bachelor of Technology
2014 — 2018
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