Senior Program Manager - Forecasting and Inventory Management
Amazon - India
Total years of experience :13 years, 10 Months
Responsibilities:
This role required a detailed nationwide inventory forecasting and planning for resources across 21 different categories for various service types that includes installation, troubleshooting and warranty support for customers during the life cycle of the product. In addition, on-boarding of new service providers (SP), expansion of existing service to new geographies, launch of a new service category came under the purview of my team. I was also responsible to ensure that PAN India inventory is available for customers in each cities, category and service type. This role involved anticipating business requirements for future growth and collaboration with stakeholders in implementing those changes. The main goal was to develop mechanism and lead programs to improve speed and quality of service offered by Amazon. Idea was to make Amazon a preferred choice for customers while ordering items online.
Achievements:
• Managed PAN India inventory forecast for 21 categories across different service types such as installation and troubleshooting services. Improved the WMAPE forecast accuracy by more than 15%.
• Collaborated with stakeholders to drive the program to enable Same Day Service experience for customers across top 34 cities in India. It resulted in improvement in customer satisfaction service rating from 4.2 stars to 4.6 stars.
• Led the project to enable Automated Intelligent Assignment (AIA) for troubleshooting services, which improved speed of service being offered to the customers by 0.4 days. Next day service completion improved from 25% to 58%.
• Revamped PAN India coverage area definitions and created 96 new cluster cities to reduce travel limit for technicians from 200 KM to less than 30 KM. This is resulted in annual installation cost saving of around INR 7.2MM per year for the company.
• Reduced avg. installation wait time for customers from 2.9 days to less than 1.8 days, while providing same day installation for 35% for total service requests.
• Enabled Dynamic Triggered based Scheduling (DTS) to reduce installation wait time for customers from 4.2 days to 2.4 days in cases where product gets delivered to the customers prior to promised delivery date.
• Reduced the time between order date and first service slot visible to the customers during check-out for installation services from 24 hrs. to 18 hrs. and for troubleshooting services from 39 hrs. to 24 hrs
Responsibilities:
This role involved dynamic leadership in warehouse operations management, encompassing strategic planning, quality enhancement, and rapid throughput improvements in logistical processes that contributed significantly in the company's operational excellence. This role required performance management, inventory quality control, regular internal audits to ensure that company is able to meet the customer promise while ensuring safety of associates on the floor. This role entailed end to end management and fulfillment of customer’s shipments, out bound transshipment, Vendor Returns and Liquidation processes. This role required weekly work force planning in collaboration with HR and finance team to optimize operational cost. Also, it required direct co-ordination with procurement, facilities, safety and S&OP teams to ensure seamless operations on the floor.
Achievements:
• Successfully planned and executed ramp up of transshipment volume from 2K/day to 50K/day to ensure timely site closure, while maintaining all the quality KPIs under guardrail.
• Led project to reduce pantry concession DPMO from 12500 DPMO to 6100 DPMO, which resulted in better customer experience and cost saving for Amazon.
• Delivered flawless Republic Day sale event and 4 Super Value Day sales with 0 misses to customer promise while ensuring that all the quality, productivity and cost related goals are exceeded.
• Improved outbound productivity from 92% to 101% to OP2 goal within 4 weeks of taking charge of OB operations.
Responsibilities:
This role required a detailed operational planning in setting up optimized inbound and reverse logistics processes at the new site. This role entailed training and development of new resources, creating new SOPs, and developing the stow strategy to ensure efficient utilization of space and inventory control. This also required collaboration with internal and external stakeholders in implementing the change
Achievements:
• Helped in setting up inbound and complete reverse logistics processes during the successful launch of BLR8.
• Hired, trained and mentored the critical resource pool for the site launch. Created a training plan for the new hires.
• Prepared inventory stow plan for the new facility and filled 80% of the total building capacity within 8 weeks of the site launch. Also ensured that all the inventory quality parameters are best in the network by putting audit mechanisms in place.
Responsibilities:
This role involved strategic planning, operational enhancements, and proactive initiatives aimed at improving safety, productivity, and operational efficiency within the Outbound Operations area at BLR5. This role entailed end to end management and execution of customer’s orders, outbound transshipment, Vendor Returns and Liquidation processes. This role required detailed planning in terms of inventory placement to improve pick productivity. This role required supervision of pick, rebin, pack and SLAM functions to ensure customer orders are fulfilled on time.
Achievements:
• Implemented new improved transshipment process at BLR5, which resulted in 45% increase in transshipment productivity. In addition, defects generation from transshipment process reduced by 60%.
• Made Deal ASIN consolidation and inventory placement plan to improve the pick productivity by 12% during sale event.
• Facilitated lay out change project in the outbound processing area that helped in increasing the processing capacity by around 13% and made the outbound process flow more streamlined, resulting in better productivity.
• Implemented Behavior Based Safety initiative at BLR5, which improved safety culture in the building that reflected in improvement of SLI score from 13% to 5% unfavorable
Responsibilities:
This role involved managing inbound and reverse logistics operations at the warehouse which required strategic leadership, vendor management, process optimization, quality enhancement, setting up new processes and implementing new process improvement ideas to significantly improve operational efficiency and customer experience within Inbound Operations. This role detailed planning in terms of space creation, consolidation and inventory placement to ensure timely stow of incoming vendor’s inventory.
Achievements:
• Planned and launched BLR5 as Return Centre and ramped up processing capacity from 35, 000 to 75, 000 units per week.
• Reduced C-Return DPMO from 85, 000 to less than 3000, thereby saving cost for Amazon and improving customer experience. Shared the learning document with entire network that helped other sites in improving their metrics as well.
• Conducted a pilot project to develop a mechanism for unloading of shipments in palletized condition, which reduced the processing time for 10 pallets of Atta shipment by 9 labor hrs. and TAT by 1.85 hrs.
• Reduced short shipment error rate from 37% to 0% thereby improved the seller’s experience. Shared the SOP with entire network which helped other sites in bringing this metrics under control.
• Improved C-Return productivity from 14.6 TPH to 20.5 TPH (increment of 40%).
• Led a project to reduce pending research units lying in FC from 50, 000 units to less than 28, 000 units, thereby making inventory available to customers.
Responsibilities and achievements:
1. Performance Monitoring System Development: Lead the development and implementation of performance-based condition monitoring systems for air compressors to optimize maintenance schedules and reduce spare parts costs. Drive initiatives to achieve annual cost savings of approximately $20, 000 per ship and $1 million across the fleet.
2. Installation Project Supervision: Supervise and coordinate installation projects, such as shaft clutching devices, collaborating with engineering teams to enhance propulsion efficiency by approximately 1.5%. Ensure seamless integration of new technologies while minimizing downtime and maximizing operational effectiveness.
3. Fuel Consumption Optimization: Analyze performance parameters of power generation systems to identify opportunities for fuel consumption optimization. Implement strategies to achieve a 5% reduction in fuel usage, contributing to cost savings and environmental sustainability efforts.
4. Dry Dock Operations Leadership: Lead and collaborate with multinational technicians during dry dock operations, overseeing projects worth $4 million with a focus on safety, efficiency, and compliance. Maintain a zero-recordable incident and pollution incident track record, ensuring smooth project execution.
5. Technical Issue Resolution: Investigate and resolve technical issues, such as water leaks in main engine systems, to minimize downtime and cost impacts. Drive initiatives to improve reliability and performance of critical machinery, resulting in significant cost savings.
6. Operational Procedure Development: Lead company-wide efforts in preparing operational procedures for systems and machinery to improve process efficiency and standardization. Ensure compliance with industry regulations and best practices while promoting a culture of continuous improvement.
7. Survey and Inspection Coordination: Coordinate and facilitate various ship surveys, audits, vetting, and port state inspections with the engine room team. Proactively address non-conformance issues to prevent possible detainment and fines, maintaining regulatory compliance and operational readiness.
8. Refueling Operations Leadership: Lead multinational teams during critical refueling operations involving heavy fuel oil and lube oil, ensuring safe and efficient execution of projects worth $2 million. Implement best practices and safety protocols to minimize risks and optimize operational efficiency.