ANKUR JHA
Pune
Summary
Results-driven Operations Leader with over 9 years of experience in operations management, customer success, and process improvement. Led teams to enhance customer satisfaction and business performance while effectively solving operational challenges. Achieved significant annual savings through strategic process enhancements and strengthened service level agreements.
Overview
2
2
Certifications
9
9
years of professional experience
Work History
SP-S Specialist | Connect With a Specialist (CWS)
Amazon Development Center
Pune
06.2026 - Current
- Handle complex and high-risk Selling Partner cases through live support channels where standard processes are not enough.
- Investigate patterns across cases and raise systemic issues to partner teams for long-term fixes.
- Work with multiple stakeholders to reduce seller friction and improve issue resolution.
Manager I | Operations & Support
Amazon Development Center
10.2021 - 06.2026
- Managed a team of 20 associates supporting customer success and technical issue resolution in a virtual operations environment.
- Led a process improvement initiative for Merchant Orders Returns & Refunds that delivered $622K in annual savings.
- Reduced operational defects by 11% through coaching, performance management, and quality reviews.
- Maintained SLA performance above 95% through workforce planning and operational governance.
- Set up recurring business reviews with leadership teams to improve visibility, ownership, and execution.
- Supported decision-making through reporting, trend analysis, and operational insights.
Premium Support Technical Account Manager
Amazon Development Center
Hyderabad
09.2020 - 10.2021
- Managed 1,500+ complex seller escalations across EU marketplaces.
- Identified recurring operational issues and partnered with internal teams to reduce repeat contacts.
- Improved seller satisfaction by 20% and contributed to a 10% improvement in operational KPIs.
- Worked closely with business and technical stakeholders to simplify workflows and improve customer experience.
- Led cross-functional initiatives to enhance customer experience, resulting in improved satisfaction scores.
- Trained junior team members on account management processes, fostering a culture of continuous learning.
Certified Specialty Trainer / SME / SPS Associate
Amazon Development Center
Hyderabad
03.2017 - 09.2020
- Led the WW Selling Partner Listing Enhancement initiative which generated $82K in recurring annual savings.
- Improved CSAT by 131 basis points through process improvements and stakeholder alignment.
- Redesigned onboarding and training practices, reducing ramp-up time by 20%.
- Facilitated team capability building and ensured operational readiness through targeted training and resource alignment.
- Facilitated workshops and training sessions, resulting in improved employee performance and engagement.
- Collaborated with cross-functional teams to refine training materials, ensuring alignment with organizational goals.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Facilitated virtual, in-person and blended learning sessions.
Education
BBA - Finance
Amity University
Noida, India 04.2001 -
Skills
Program & Project Management
Stakeholder Management
Client Engagement
Service delivery
Issue Resolution
Process Improvement
KPI Management
Operations Management
Team Coordination
Accomplishments
- $700K+ annual savings delivered through process improvements
- 95%+ SLA performance maintained
- 11% reduction in operational defects
- 20% improvement in seller satisfaction
- 131 bps improvement in CSAT
- 20% faster onboarding effectiveness
Certification
Certified Scrum Master (CSM)
TOOLS
- SQL
- Power BI
- Advanced Excel
- CRM
- Workforce Management
- Microsoft Office
Timeline
SP-S Specialist | Connect With a Specialist (CWS)
Amazon Development Center
06.2026 - Current
Manager I | Operations & Support
Amazon Development Center
10.2021 - 06.2026
Premium Support Technical Account Manager
Amazon Development Center
09.2020 - 10.2021
Certified Specialty Trainer / SME / SPS Associate
Amazon Development Center
03.2017 - 09.2020
BBA - Finance
Amity University
04.2001 -