Suparna Kalra

About Suparna Kalra

Enterprise leader with 18+ years of experience driving global customer operations, large-scale business transformation, and workforce enablement across multinational organizations. I operate at the intersection of **strategy, people, and execution**, helping organizations scale with discipline while embedding inclusion, accessibility, and compliance into core operating models.Currently, I serve as **Senior Program Manager, Global Customer Service at Amazon**, where I lead complex, multi-market initiatives across **22+ global marketplaces**, spanning accessibility compliance, outsourcing governance, and operational readiness. My work focuses on building scalable delivery models, strengthening partner performance, and enabling consistent, customer-centric outcomes at enterprise scale.In parallel, I am a **Board Member and Communications Director for Amazon’s People with Disabilities (PwD) Group**, shaping enterprise DEI governance and representing Amazon as a spokesperson at industry forums. I have ideated and program-managed **10+ large-scale DEI and accessibility initiatives** engaging participants**, senior leaders, and external partners, while leading cross-company panels and executive conversations.Previously, I have led global outsourcing and learning organizations—managing **27 partner sites supporting ~45% of global contact volumes**, launching new international marketplaces, and leading a **30-member learning organization** across APAC. My background spans Amazon, UnitedHealth Group, HSBC, Accenture, and global services firms, giving me deep exposure across BFSI, healthcare, telecom, and technology domains.I bring a unique combination of **transformation rigor (PRINCE2, Scrum)**,**certified accessibility expertise (CPACC)**, and **strong executive communication** grounded in advanced education in linguistics and mass communication. I am particularly interested in roles that require building global teams, navigating complexity, and delivering measurable business and inclusion outcomes.Interests: • Customer Operations Leadership • Business Transformation • Program & Portfolio Management • HR, DEI & Accessibility • Global Delivery Models

Experience

1. Senior Program Manager

   Amazon

   Jan 2023 — Present · Hyderabad, IN

   Leading complex, multi-market initiatives spanning accessibility compliance, outsourcing governance, and operational readiness across 22+ global marketplaces. My work directly supports enterprise risk management, customer experience consistency, and workforce inclusion at scale.In parallel, I also serves as a Board Member and Communications Director for Amazon’s People with Disabilities (PwD) Group, where I work on shaping enterprise DEI governance and represent Amazon at major industry forums. Ideated and program-managed 10+ large-scale DEI and accessibility events, engaging participants, senior leaders, and external partners, while leading cross-company panels and executive communications.

Education

• Delhi University

  BA Hons, English Literature

  2002 — 2005

• Delhi University

  Certificate in German Language, German Language and Literature

  2004 — 2005

• Indira Gandhi National Open University

  PGJMC, Journalism & Mass Communication

  2011 — 2012

• Lady Irwin Sr Sec School

  +2, Humanities

  1989 — 2002

• Arena Multimedia

  Honors Diploma, Animation, Web Designing and Editing

  2007 — 2009

• Bharati Vidyapeeth

  Master of Arts (MA), English Language and Literature/Letters

  2015 — 2017

Skills

• Epiplex
• Performance Management
• Employee Training
• Data Analysis
• Six Sigma
• Employee Engagement
• Content Development
• Article Wriiting
• German Language
• Training
• Management
• Graphic Design
• German
• Vendor Management
• Train the Trainer Certified
• Training Needs Analysis
• Team Management
• Soft Skills
• Project Management
• Call Centers
• Instructional Design
• Business Strategy
• Bpo