Senior Program Manager
Resume:
SHILADITYA DUTTA ***************@*****.*** +1-206-***-****
Seattle, Washington www.linkedin.com/in/shiladityadutta
Product Program Operations Compliance
Skilled professional carrying 20+ years of experience across product, program, and operations management domains. Proven record in building and managing customer facing products at scale along with project management and operations expertise. Strong background in successfully leading cross-functional teams, developing and implementing strategic initiatives, and driving customer satisfaction and retention.
Core Competencies
Product/Program Management
Compliance & Risk Management.
Training & Mentoring skills.
Analytical, Problem-solving.
Operations Management.
E-commerce Platforms & Processes.
Supply Chain Network Optimization
Vendor & 3PL Relationship Management.
Metrics Management.
Stakeholder Engagement and Communication.
Cross-functional Team Leadership.
Professional Experience
Senior Program Manager Aug’2019 – Feb’2025
Amazon.com Services LLC Seattle, U.S. A
Owning International Business, Global Transportation, and Supply Chain functions for new launches and in-flight programs.
Building software solutions that help in the compliant transportation of products across domestic and international lanes.
Developing supplier facing and operational technical systems with engineering teams and owing production deployment strategy.
Managing Global stakeholders such as Carriers (Air, Ocean, Ground), Logistics Service Providers, 3rd Party Logistics and Warehousing companies for transportation optimization.
Leading regional teams in launching transportation networks across new countries, and selection expansion initiatives.
Metrics management for programs, building business engagement using insights derived from monthly/quarterly metrics.
Leading ground-ops, sales, and program teams for managing program performance, operational excellence, and continuous improvement.
Key Achievements
Transportation owner for Amazon Haul, contributing towards an annual revenue of $185MM.
Managed high-impact global programs including Project Horizon, a cross-border shipping initiative between China and the US, enabling $87MM DG entitlement.
Implemented ORM-D to LQ migration, driving $18MM in annual savings through regulatory optimization.
Developed and deployed transportation analytics platforms to inform executive decisions using data-driven insights.
Program Manager II – Fulfillment (FBA) Jul 2012 – Jun 2019
Amazon Seller Services Pvt Ltd Bangalore, India
Program owner for Compliance, Seller Experience, Invoicing, IC parity, Inventory Health, Customer fulfillment domains for FBA India.
FBA owner for critical launches such as Physical Gift cards, scheduled delivery, release date delivery (RDD), and Buyback.
Developed secure outbound shipment processes (IMEI validation) for high-value goods.
Building financial automation tools including bulk reimbursement and Merchant Transaction Reports.
Led development efforts with product, tech, and ops teams to implement logistics enhancements and streamline fulfillment.
Launching Fulfillment Centers (FC) and established all the processes that would be required for managing FBA operations across the network for existing and new FC launches.
Key Achievements
Product owner for Free Replacements on .IN with $12MM annual revenue.
Owned Seller experience management for India Goods and Services Tax (GST) launch.
Enabled 40+ new categories for the A.IN catalog.
Managed launch of Prime for Amazon India through FBA.
Lead the Business Contingency Planning (BCP) process for A.in
Team Lead – Technical Account Management Feb 2007 – Jun 2012
Amazon Development Center India Pvt Ltd Hyderabad, India
Managed operational workflows, performance coaching, and stakeholder communication for technical support teams.
Developed training programs and help content, driving improvements in associate performance and customer satisfaction.
Managing associate performance, conducting one-on-ones, evaluating productivity and quality scores, providing feedback to leadership.
Generating Daily/weekly team metrics, conducting shift reviews, queue volume management, and owing team deliverables and goals.
Managing capacity planning, co-coordinating with other nodes in the network and preparing comprehensive plans week on week to allow for uninterrupted SLA management.
Leading process improvement Kaizens and team building workshops.
Key Achievements
Owing and leading 5 Kaizens partnering with Tech teams and process SMEs.
Trained and mentored 5 batches of 30+ associates leading them to production.
Highest conversion for IJPs by associates from my team across the site.
Having best quality scores as a team leader in the network.
Managing multiple processes and specialized queues.
Technical Support Lead Feb 2005 – Feb 2007
Nipuna Services Ltd (Mahindra Satyam) Hyderabad, India
Oversaw floor operations and managed client relationships in a technical customer support environment.
Accountable for floor operations, SPOC for client interactions and process excellence, new initiatives, and volume forecasting.
Evaluating team performance metrics and supporting site leadership in SLA maintenance and process quality improvement.
Key Achievements
Awarded Best Lead of the site for two consecutive quarters.
Adjudged the Floor Efficiency Champion on maintaining highest occupancy.
One of 3 Leads across the site to get trained and certified on new CRM.
Education:
Bachelor of Commerce (B. Com) – Gauhati University, 2004
Certified in Project Management – HGEIPL
TALLY 6.2 Graduate – Accounting Software
Certifications:
49 CFR Transportation of Hazardous Materials Training Certification.
IATA/ICAO/FAA Air Transportation of Dangerous Goods Training Certification.
IMDG Transportation of Dangerous Goods Via Water Training Certification.
Technical Skills
Microsoft Project, JIRA, Asana, Workday.
MS Office Suite (Excel, PowerPoint, Word)
Slack, Microsoft Teams, Confluence
Data Analysis (SQL, Tableau, Power BI)
Risk Management Software (ARM)
ERP Systems (SAP, Oracle)
Logistics Systems (TMS, ERP, WMS)
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