Swapna Joshi
Seattle,WA
Summary
Swapna is currently working for Amazon's WW Selling Partner Services team, whose vision is to enable every brand-from a small business with an idea to the large, multi-national corporation-to thrive and grow into a global selling success. Her team strives to provide the most trusted shopping and selling experience, and are entrusted with preventing fraud and abuse, by delivering at scale through technology, science, and exemplary human judgment. They do all of this while creating a team culture which builds fulfilling careers, is inclusive, and gives back to the community. Swapna also leads the Diversity, Equity, and Inclusion pillar for the Escalation Management and Prevention India team. As part of that responsibility, she ensures that her team understands, practices and abides by DEI mental models within their hiring, growth, development, and cultural domains.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Manager III, Risk Management
Amazon
07.2022 - Current
- Responsible for devising and executing a vision and strategy that ensures the Amazon platform is perpetually enhanced and improved, thereby preventing malicious actors from jeopardizing the experience of sellers, customers, and brands.
- Supervises global charters for end-to-end executive escalation (EE) management pertaining to abuse for 157 teams at Amazon, ensuring the annual rescue of 220,000 vendors, and facilitating the generation of $110 million in revenue.
- Developed resilient mechanisms to examine instances of abuse anecdotes across various risk domains, promptly delivered resolutions to our stakeholders, and rectified enforcement rulings.
- Responsible for ensuring the accomplishment of the vice president's executive escalations goals. By collaborating with other teams to identify the root causes and devising the most effective preventative measures, guarantee the timely resolution of these time-sensitive and business-critical selling partner escalations through a comprehensive examination of policies, programs, and systems.
- Developed and implemented the EE strategy and road map for the years 2021, 2022, and 2023, resulting in 2100 bps, 3200 bps, and 3000 bps improvements YOY, despite 40% inflow increases.
- Presented and co-authored the 3YP and OP documents pertaining to the years 2022, 2023, and 2024.
- Co-authored the 3-year vision in 2024 with the objective of becoming the preeminent risk mitigation team, operating at scale, being cost-effective, establishing a standard for quality and speed, and extensively relying on technology, data, and insights.
- Devised ambitious technical plans to utilize machine learning solutions and large language models to accelerate escalation resolutions, construct an escalation insights engine, and function as an early warning system to prevent the propagation of similar defects, decrease the amount of time defects remain in the system, and even prevent abuse proactively.
- Devoted to upholding the high bar in the processes of interviewing, employing, developing, and promoting personnel across all hierarchical levels. Oversaw the implementation of the global executive escalation organizational structure, ensured that attrition remained below 5%, and annually promoted 15% of the most exceptional personnel.
- Responsible for overseeing the deployment of the Workfront Product for the WW EE team, which resulted in 10 HC savings.
- Launched the Root Cause Elimination Product, leading to the deployment of 179 high-critical preventative solutions (2022-23) across 19 program teams in Amazon within 3 months of identification (versus the target of 6 months).
- Amazon's WW Selling Partner Services team, whose vision is to enable every brand-from a small business with an idea to the large, multi-national corporation-to thrive and grow into a global selling success. They strive to provide the most trusted shopping and selling experience, and are entrusted with preventing fraud and abuse, by delivering at scale through technology, science, and exemplary human judgment.
- Recognition: 2022 Best Performance Award for Executive Escalations strategic products deployment.
- 2022 Best Team Award for Ownership, Insist on Highest standards, Develop the Best and Earn Trust.
- 2021 Best Team Award for Invent and Simplify, Bias for Action and Deliver Results.
Operations Manager
Amazon
12.2020 - 07.2021
- Conceptualized & launched an ML based prediction product 'Beacon' which increased Quality Check (QC) catalog coverage from 10% to 100%, prioritised QC basis business risk and increased defect yield from 7.5% in Q1'20 to 41.2% in Q4'20.
- Established a COVID Case Management process for Amazon's Global Security Operations Center. Liaised with S- team members, FC directors, and legal directors to prevent employee escalations and mitigate compliance lapses.
- Established the Quality Management Systems for Restricted Products Compliance and Global Trade Services program WW.
- Amazon's Global Solutions & Risk Compliance team.
- Recognition: 2020 Prime Award for Best People Manager - Deliver Results, Invent and Simplify, Hire and Develop the Best.
Account Manager
Amazon
05.2018 - 03.2019
- Lead the cross-marketplace Marketplace Selection Expansion for North American fulfilment network global offering.
- Enabled Vendor Defect Elimination goal of eliminating 1M tickets by developing & launching predictive models to proactively identify potential defect causing vendors. This increased proactive defect identification yield from 5% in Q2'18 to 39.6% in Q1'19.
- Designed project plan to understand Impact of Clean Data and Variation Errors, and established regression models to develop rules for Variations global audit.
- Amazon's Retail Business Services team.
Business Operations Manager
Daksh Electronics Pvt Ltd
07.2014 - 06.2016
- Lead end-to-end warehouse establishments for 13 sites within Northern India- structured business plans for goal alignment and project deployment.
- Established baseline metrics and analytics, collaborated with clients to drive, track & report all KPIs against xBR goals. Incharge of executive review documents to drive business outcomes and strive for operational excellence.
Education
Master of Business Administration - Operations, Supply Chain and Finance
Indian Institute of Technology (IIT)
DelhiBachelor of Sciences - Economics, Statistics, Finance & Analytics
Symbiosis International University
PuneSkills
- JIRA
- SQL
- Google Analytics
- Balsamiq
- Optimizely
- Agile methodologies
- Scrum
- Kanban
- Gemba
- Kaizen
- Value stream Mapping
- Product Planning
- Road mapping
- Project Lifecycle Management
- ML based product planning
- Proactive risk detection
- Mitigation
- Defect Management
- Escalation Management
- Quality Management
- Critical Path Methodology
Additional Information
JIRA, SQL, Google Analytics, Balsamiq, Optimizely, Agile methodologies- Scrum, Kanban, Gemba, Kaizen and Value stream Mapping, Product Planning and Road mapping and Project Lifecycle Management, ML based product planning and launch- Proactive risk detection and mitigation, Defect, Escalation and Quality Management- Critical Path Methodology
Certification
- Lean Six Sigma Black Belt
- Chartered Financial Analyst
- SAP Certified Predictive Analytics
- Capital Market Professional certification
Timeline
Manager III, Risk Management
Amazon
07.2022 - Current
Operations Manager
Amazon
12.2020 - 07.2021
Account Manager
Amazon
05.2018 - 03.2019
Business Operations Manager
Daksh Electronics Pvt Ltd
07.2014 - 06.2016
Bachelor of Sciences - Economics, Statistics, Finance & Analytics
Symbiosis International University
Master of Business Administration - Operations, Supply Chain and Finance
Indian Institute of Technology (IIT)
Recognition
- Outstanding Student of the year, IIT Delhi
- Outstanding Student of the year, Symbiosis International University
- Winner - Case study competition by Global Supply Chain Management Conference
- Winner - National Level Debate Competition, Govind Ballabh Pant University
- Best cadet, National Cadet Corps India
- Best delegate - London School of Economics, Emerging Markets Forum