Kellen Jackson
Bethesda,MD
Summary
Strategic product and operations leader with over 10 years of experience in scaling complex organizations and developing impactful products and programs. Expertise in P&L management, overseeing large operations, and deploying global infrastructure. Currently leading North America go-to-market strategy for 3P Seller Lifecycle, focusing on enterprise governance, cross-functional alignment, and optimizing seller experience.
Overview
4
4
years of post-secondary education
13
13
years of professional experience
Work History
Senior Manager, Product Management
Amazon
Washington, DC
09.2024 - Current
- Leading North America product and program strategy for Amazon’s U.S. 3P Seller Experience Lifecycle, spanning onboarding, tiering, enforcement, and retention across a multi-billion-dollar seller store.
- Built and scaled the Tier 1 Seller Framework, enabling differentiated service and driving 6% retention improvement for onboarding sellers in the US store leading to an incremental $86mm in GMS growth.
- Launched mechanisms with VP/SVP audience and established KPIs for success criteria.
- Architected policy enforcement governance mechanism aligning Category, Policy, and Support teams on cross-functional readiness and seller impact through AI-workflow optimization, achieving $3mm in annual operational savings.
- Launched working mechanisms with VP/SVP audience and established KPIs detailing success criteria.
- Established 3-year product strategy and roadmap with UX research, insights, and analytics for seller signal reporting systems; led weekly CX reviews with VP-level and L10+ leadership.
Site Leader
Amazon
Virginia Beach, VA
08.2023 - 09.2024
- Senior operational leader for a 3,000+ associate fulfillment center with $400M+ in annual inventory throughput.
- Held full-site P&L accountability, owned SQPCD performance (Safety, Quality, People, Cost, Delivery), and exceeded delivery targets for four consecutive quarters while leading U.S. fulfillment regionalization initiatives to enhance speed for customers.
- Leading to $27mm in operational improvements, through championing Lean principles and Gemba integration into daily work cadences.
- Lead associate union labor strategy. Created structured associate and manager feedback loops and measurable KPIs, on engagement activity, daily performance, and incentive structure.
- Owned yearly OP1/OP2 cycles on multi year operational planning and budget.
Assistant General Manager (AGM)
Amazon
Charlotte, NC
06.2022 - 08.2023
- Managed large-scale fulfillment operations, co-led annual planning and labor allocation, and addressed defect management during peak season, resulting in top-quartile safety and quality performance.
- Designed and launched L6+ leadership development program, enhancing internal talent capabilities and minimizing need for external hiring.
- Developed inventory defect tracking pilots that informed regional product and policy roadmaps.
Senior Global Deployment Leader – COVID Response
Amazon
, US and International Markets
02.2021 - 05.2022
- Global Infrastructure Scale: Built and deployed COVID-19 health and safety infrastructure across 14 countries in compressed timelines.
- Developed business mechanisms for regional reporting, health measurements, and product design to enhance support for local populations.
- Co-wrote business launch strategy for Amazon One Health, facilitating alignment and operational readiness.
- Collaborated on business launch strategy for new Amazon One Health initiative.
- Streamlined onboarding to enhance employee integration and engagement. with over 10,000 employees over 14 months.
- Facilitated onboarding process for over 10,000 employees within 14 months.
Senior Operations Manager
Amazon
Cincinnati, OH
04.2020 - 02.2021
- Led launch of 5 regional mini-fulfillment centers to address COVID demands during peak operational pressure.
- Led inbound and support teams through process redesign during COVID transition, enhancing productivity and strengthening safety culture.
- Piloted defect-reduction tools with Product teams, shaping national inbound tools roadmap.
Co-Founder & General Manager
Unico
San Jose, Costa Rica
05.2013 - 07.2015
- Founded and scaled nearshore BPO for U.S. technology clients; built and managed team of 150+ across contact center and back-office operations, enhancing service delivery.
- Managed full P&L, workforce management, QA, and training, consistently exceeding client SLAs and driving double-digit margin growth.
- Oversaw nearshore BPO operations for U.S. technology clients, ensuring alignment with client goals and operational standards.
Education
Bachelor of Arts - Political Science
University of Arizona
Tucson, AZ 08.2008 - 05.2012
Skills
- Product strategy
- Product Roadmapping
- Go-to-Market Execution
- Product Profitability
- Program Strategy
- Annual Planning
- Stakeholder Engagement
- Change Management
- Seller Experience
- Customer Experience
- Strategic Leadership
- People Leadership
- Team Collaboration
- Org design
- Leadership Development
Entrepreneurial Ventures
Co-Founder & General Manager, Unico (Nearshore BPO), San Jose, Costa Rica, 05/01/13, 07/01/15, Founded and scaled a nearshore BPO supporting U.S. technology clients; built and managed 150+ employees across contact center and back-office operations., Owned full P&L, workforce management, QA, and training—consistently exceeded client SLAs and achieved double-digit margin growth.
Timeline
Senior Manager, Product Management
Amazon
09.2024 - Current
Site Leader
Amazon
08.2023 - 09.2024
Assistant General Manager (AGM)
Amazon
06.2022 - 08.2023
Senior Global Deployment Leader – COVID Response
Amazon
02.2021 - 05.2022
Senior Operations Manager
Amazon
04.2020 - 02.2021
Co-Founder & General Manager
Unico
05.2013 - 07.2015
Bachelor of Arts - Political Science
University of Arizona
08.2008 - 05.2012