Greater Seattle Area
Dynamic organizational development and business strategist with experience in establishing leadership, change and operational excellence programs in the technology and e-commerce industries. Key Strengths: Strategic Operations Management Change Management Technical Program and Product Management Data Mining and Business Intelligence Value Creation and Evaluating ROI Facilitation and Coaching Organizations and Leaders Organizational Development
As the Sr Manager of CX, I lead a team of supply chain/product managers and business analysts to establish and execute a unified AIR CX vision/roadmap advocating for our customers while driving the best delivery experience. With expertise in optimizing operational processes, managing large-scale teams, and leveraging data-driven strategies, I deliver innovative solutions that align with Amazon’s commitment to speed, reliability, and customer satisfaction. Passionate about fostering a culture of continuous improvement, I thrive on redefining logistics and enhancing the customer journey.
As the Sr Manager of AWS Service Engagement, I lead a team of technical program and product managers who build mechanisms and lead cross-org strategies improving the supportability of 300+ services and products. Here we run full cycle-program management driving resolution of customer usability and supportability issues improving operational efficiency through the management of customer escalations. Our mission is to proactively identify and build self service solutions so our customers can scale on AWS. With business scalability in mind, we own and drive improvements to operational processes, product quality and customer/builder experience. Programs in scope: 1. Service/ Product Supportability 2. Escalations Management 3. Internal Tooling Enablement 4. Service Quotas Management 5. Proactive Services
As the Manager of AWS Service Engagement, I lead a team that works closely with AWS leadership to ensure alignment between 270+ service/product development and support organizations focusing on building standard engagement models, shared cross-functional strategy and mechanisms to drive customer and product improvements. Here we run full-cycle program management to holistically drive the resolution of supportability issues and improve internal escalations hygiene. With operational scalability and sustainability in mind, we own and drive improvements to operational and business processes focusing on case deflection and defect reduction.
As the Service Engagement global program manager, I work closely with AWS leadership to ensure alignment between service/product development and support organizations focusing on building standard engagement models, shared cross-functional strategy and mechanisms to drive customer and product improvements. Working closely with over 230 Customer Experience Owners, I own the service engagement roadmap where we serve as the focal point to holistically drive awareness of customer issues to the service/product teams and collaborate with them to deliver customer improvements. With operational scalability and sustainability in mind, we own and drive improvements to operational and business processes focusing on case deflection and defect reduction.
As the Sr Staff Business and Strategy Development, I provided thought leadership in the space of leading change and transformation practices for GlobalFoundries. During my time, I worked closely with Senior Leadership team to develop a change management framework which included the development of innovative strategies and processes that enabled them to shift their go-to-market strategy and empower their employees to remain agile. In this role, I built engagement frameworks for cross-organizational collaboration, led a sales transformation strategy- linking strategic plans to operational execution and drove adoption of a change management strategy for the transformation initiatives across the organization.
As the Staff Learning Advisor, I owned the development and execution of a strategic technical training roadmap for 3 manufacturing sites across North America. This included conducting Training Needs Analysis (TNA), implementing a training evaluation methodology and tools (in accordance to ISO:9001, IATF 16949, SEMI Standard E161, ISO 14001, OHSAS 18001), designing Business Intelligence (BI) scorecards, facilitating leadership/organizational development workshops and building customized competency-based learning plans for over 10,000 employees. To build out our talent pipeline, I started an initiative in executive talent mapping to develop a targeted succession pipeline to ensure business continuity and stability while the organization was going through several transformations. In addition, I served as GlobalFoundries’ global employee engagement and organizational climate lead by managing global employee engagement survey and leading improvement initiatives across various platforms.
As the Assistant Director of Capability and Outreach, I worked with owners of National Critical Infrastructures (NCIs) and Key Installations (KINs) to ensure that their buildings have adequate security protection plans to address relevant peacetime and/or wartime threats. Alongside this, I developed and managed the curriculum for Building Security and Security Review Management Course, facilitated tertiary and professional education outreach efforts in protective security and established an outline platform for communication, outreach and information dissemination. In this role, I also developed a Threat, Vulnerability, Risk Assessment (TVRA) guideline for Singapore and a Voluntary Self-Assessment Tool for the industry, which is still used by the Government to-date.
As the Manager of Operational Research, I served as the Principal Investigator for all operations-related projects which included conceptualization, data analyses and documenting opportunities to leadership. In this role, I supervised and managed Research Officers and was involved in inter/intra-governmental research think tanks under Singapore’s national policy initiatives. Through government grants and funding, I worked with international partners (like Universities, research consultancy services) to procure research services that have led to updating operational processes and policies. This resulted in publishing two industry best practices at the International Correctional Practitioners’ Conferences. (Research papers that were written for the Singapore Prison Service cannot be shared as samples for Government Confidentiality purposes)