Project Details Objective: Using Collaborative Contract Restructuring to Achieve 1500bps On-Time Delivery Growth in North American Logistics Company Name: Amazon Program: Vendor Execution Improvement Initiative Location: North America (FC to Last Mile: Sort Centers & Middle Mile) Role: Senior Manager for Customer Experience Timeframe: 2022–2023 Challenge The 5 W’s: Who: Amazon’s North American logistics network and its six major third-party Less than truckload (LTL) vendors . When: The issue reached a critical breaking point during the 2021 Holiday Peak season. Where: Across the entire supply chain, specifically at the hand-off points between Amazon internal nodes and external vendor networks. What: Escalations to the VP level revealed a recurring theme: "Everything is fine until another company is in charge." Deep dives revealed that vendor contracts had no framework for the "Customer Promise." Vendors were incentivized solely on delivering the package, rega...

Objective: Using Proactive Anomaly Detection & AI Automation to Achieve $250M Revenue Growth & 900bps CSAT Increase Project Details Project Title: Project Odyssey (Service Scheduling & Execution Transformation) Company Name : Amazon Program: Service Fulfillment Optimization / Customer Experience Enhancement Location: North America (Initial Scope) expanded to EU Role: Senior Manager for Customer Experience Timeframe : 3 Years (Execution) / 5 Years (Roadmap Strategy) Challenge Who : Amazon’s Home Services division, involving both internal operations teams and a network of external third-party service providers. What: The division faced a massive efficiency bottleneck where 50% of all orders resulted in a contact for resolution to customer service. This resulted in a DPMO (Defects Per Million Opportunities) of 500,000, meaning half of all service opportunities had a process defect. Where: Across the entire service fulfillment lifecycle in North America, affecting both cust...