Madhusmita Singh
Actively Seeking Full Time Opportunities | Program Manager @Amazon | Certified Scrum Master
- Role
- Program Manager at Amazon
- Location
- Redmond, WA, US
- LinkedIn followers
- 500 followers
Experience
Program Manager
Jun 2024 — Present · Seattle, WA, US
Established and led a Voice of the Customer (VOC) program to improve recipient experiences through analysis of customer data across post-purchase journey touchpoints such as order tracking, order management, and control. Leveraged these insights to influence the product roadmap and drive measurable improvements, targeting a reduction of over 1M customer contacts through systematic VOC-driven solutions.Identified and collaborated with over 20 program charters to orchestrate personalized customer engagement initiatives on post-purchase pages, driving increased engagement through product and brand recommendations, value proposition messaging, and educational content. Spearheaded widget reviews and experiment outcome validation and hence generating over $2 million in Gross Customer Contribution to Profit (GCCP).Led the creation of an enterprise-level intake management system for post-purchase customer experience use cases, processing 400+ requests while maintaining high quality standards, and developed self-service documentation with UX compliance guidelines and standardized templates, resulting in a 6-week reduction in approval timelines.
Education
Symbiosis Institute of Business Management, Bengaluru
Post Graduate Diploma In Operation Management, Operations Management
2016 — 2017
SRM IST Chennai
Bachelor of Technology (B.Tech.), Instrumentation and Control Eng
2008 — 2012
Skills
- English
- Unix
- Operations Management
- Microsoft Word
- Jira
- Ola
- Foresasting
- Project Management
- Lean Manufacturing
- Agile Methodologies
- Release Management
- Powerpoint
- Microsoft Excel
- Photoshop
- Mysql
- Customer Service
- Sql
- Windows
- Process Improvement
- C
- Bmc Remedy
- Planning
- Service Delivery
- Java
- Service-Level Agreements (Sla)
- Supply Chain Management
- Public Speaking
- Html
- Strategic Planning
- Snow
- Budgeting
- Microsoft Office
- Change Management
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