Om Prakash Thakur

About Om Prakash Thakur

PMP®-certified Program and Operations Manager with 9 years of experience leading large-scale operations and complex, cross-functional programs across supply chain, fulfillment, and customer trust domains. Experienced in managing multiple teams and translating business strategy into disciplined execution, consistently delivering operational excellence in high-ownership environments. Brings deep expertise in end-to-end program management, PMO governance, process design, and continuous improvement, with strong ownership of business-critical KPIs and stakeholder alignment. Known for driving change, mitigating risk, and building scalable, resilient operations through structured problem-solving and strong people leadership in fast-paced organizations.

Experience

1. Support Operations Manager i, Investigation

   Amazon

   Jan 2025 — Present · Hyderabad, IN

   HASPIP Program Launch & Scale (June 2024 - Present) Architected and scaled enterprise program from 4 to 131 headcount in 12 months, orchestrating end-to-end service delivery framework including SIM operations, escalation protocols, and comprehensive metrics reporting while managing critical experiments (US High ASP initiative, document removal optimization, CE tool enhancement)- Delivered $38,424 in projected annual savings through MFI 4.1-4.6 automation implementation (April 2024), achieving 3.1% efficiency improvement (31.29 FTE equivalent) by eliminating manual verification steps and introducing simplified Beacon UI for 431 auto-resolved cases- Eliminated 343.8 annual manual hours through automated SIM ticket creation and streamlined tool navigation, reducing data entry errors while improving associate experience by 138 hours annually through enhanced dashboard infrastructure- Crisis Management & Backlog Reduction Excellence (Q1 2024 - Q2 2025) Led Sideline CTI backlog crisis (Jan-Mar 2024), training and mobilizing 108 associates, driving 3,997 VET hours hours/week average), and resolving 18,840 cases in 4 weeks at 1.13 RPH (125% to goal), eliminating backlog and restoring stable operations- Executed Project Velocity initiative (Q2 2025), achieving 99% backlog reduction (3,244 cases → 27 cases) in 2 weeks through strategic case categorization, onboarding 10 associates within 48 hours, and delivering 30% efficiency gains at 132% productivity- Transformed EU LV CTI performance (Q1 2024) through three-pronged strategy, reducing Unresolved TP90 by 43.5%(35 days → 19.77 days) and Resolved TP90 by 46.7%(32.14 days → 17.12 days)- Talent Acquisition & Development Leadership (20••••25) Orchestrated hiring of 503 employees across 13 batches as Hiring Manager (169 in H2 2024, 334 in H1 2025), conducting 291 total interviews and managing end-to-end Day 1 onboarding, permissions, and transitions for 9 consecutive batches (March-May 2025).

Education

• Indian Institute of Management, Kozhikode

  Master of Business Administration - MBA, Business Administration and Management, General

• St. Xavier's College (Autonomous), Kolkata

  Bachelor of Commerce - BCom, Marketing

  2013 — 2016

• Shree Jain Vidyalaya

  Intermediate, Business/Commerce, General

  2011 — 2013