Rishav

About Rishav

PMP®, CSM, and Six Sigma Black Belt certified Project Manager with 9+ years of experience in program management, Digital PMO frameworks, and operational transformation across global teams. Proven track record in building standardized governance models, automation-driven workflows, escalation frameworks, SLA forecasting engines, and structured PMO practices that enhance visibility, improve RCA quality, reduce manual effort, and strengthen performance outcomes. Skilled in Agile, Predictive, process redesign, stakeholder partnership, and delivering measurable improvements through data-driven insights and structured execution.

Experience

1. Program Manager (Audible)

   Amazon

   Dec 2023 — Present · Hyderabad, IN

   Own end-to-end Service Level (SL) management for Audible, driving interval-level monitoring, risk identification, and proactive interventions to maintain global SLA stability. Lead Incident Management for Audible and Amazon CS, coordinating cross-functional triage, escalation, recovery actions, and stakeholder updates for all severity levels.Manage system configuration across routing logic, queue structures, GACD/Telephony settings, and operational controls, ensuring alignment with global guidelines. Build and maintain Python-based automations for SLA forecasting, alerting, data pulls, and reporting—reducing manual effort by ~90% and improving visibility and real-time decision-making.Lead end-to-end program launches, including readiness planning, routing setup, SOP alignment, risk mitigation, knowledge-base creation, and post-launch stabilization (e.g, HYT). Drive governance for escalations and RCA workflows, improving accuracy, consistency, and leadership visibility.Deliver interval-level, daily, weekly, and monthly performance reporting, including SL summaries, incident timelines, operational variances, and insights used in senior leadership reviews. Partner with WFM, Engineering, QA, KM, Vendors, and global CS teams to ensure operational continuity and support new initiatives.Act as a key GCC stakeholder for transformation programs, automation adoption, SOP changes, and system enhancement projects, ensuring scalable, stable, and data-driven operations across the Audible ecosystem.

Education

• Presidency College, Bangalore

  BBA, Accounting and Finance