Yudhish Kalluri
- Role
- Sr Manager, Product at Amazon
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Yudhish Kalluri
Bachelors of Science in Industrial Engineering Masters of Science in Industrial…
Experience
Sr Manager, Product
Oct 2019 — Present · Hyderabad, IN
Leading a global cross-functional team comprised of principal product, program, SDMs, UX and data analysts to define, build and maintain the end-to-end customer returns and refund experience for every Amazon country• Setting the overall product strategy for Amazon returns highlighted by the following mission critical workstreams; Pre-Purchase Experience: Returns experience features built for use on Amazon’s product detail pages Pioneered the effort to offer “Free Returns” on 90%+ of items; resulted in top-line increase of $5B+ Designed the Returns Policy Widget that dynamically displays the return policy based on product attributes; rated as one of the top customer trust enabling experiences amongst all Amazon products Online Returns Center (ORC): A self-service workflow, used WW by hundreds of millions of customers for initiating and tracking the status of returns Converted the ORC into a highly flexible and scalable platform; supports 100K+ unique customer journeys Established a framework to collect feedback that enabled us to identify and fix customers pain points Improvements saved 5MM+ customer contacts annually and achieved a 73 NPS score (“Best-in- class”) Returns Fraud and Abuse prevention: Leveraged ML models to; Reduce over $100MM worth bad debt from abusive customers Target low-risk customers and offer improved returns experiences Return Notifications: Scalable platform capable of sending notifications based on 100K+ unique attribute combinations Sends 2B+ emails/push/Alexa notifications to customers worldwide Developed a recommendation engine utilized on returns emails for products related to the item(s) being returned; generated incremental revenues of ~$800MM • Advocated to obtain strategy buy-in from senior leadership and secure necessary resources to execute the roadmap and accomplish KPI goals
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