Nikhila Ravishankar
Risk Program Manager
Chennai
Summary
Experienced Risk Program Manager with over 11 years in AI enablement, automation scaling, and platform leadership. Spearheaded organization-wide automation strategies and operational transformations, ensuring cross-functional collaboration among technology, operations, and product teams. Achieved significant operational impact through AI-driven automation and workflow optimization.
Overview
11
11
years of professional experience
Work History
Program Manager - Risk
Amazon Books
Chennai
05.2021 - Current
- Lead AI Enablement portfolio spanning 15 initiatives across multiple organizations, owning intake, feasibility assessment, prioritization, stakeholder alignment, and delivery governance.
- Designed standardized AI Enablement mechanisms using SIM frameworks, operational cadences, dashboards, and execution governance improving prioritization and delivery consistency across organizations.
- Delivered automation and AI initiatives contributing to ~5 HC / ~$75K annualized savings within 8 months through workflow optimization and automation adoption.
- Program managed Ticketing Automation initiatives automating escalation ticket creation, categorization, and routing workflows delivering 1 HC savings for Switch workflows and projected 2 HC savings for Series workflows.
- Led Project Argus operational readiness, shadow-mode execution tracking, launch governance, and validation scalability mechanisms projected to deliver ~1.6 HC savings.
- Managed Image Validation optimization initiatives involving operational defect deep dives, launch readiness reviews, rollout governance, and automation-assisted validation mechanisms projected to deliver ~1.5 HC savings.
- Enabled 112 automation rule-sets across DSE environments through platform standardization, SOP creation, and cross-functional coordination with C4A and KCIA teams.
- Drove Low Risk Publishers automation across 1.52M publishers delivering ~$250K annualized VOPEX savings.
- Delivered ETA / Preferred Publishers automation achieving near-99% automation and ~1.7K additional automated decisions per month.
- Delivered 12 projects in a year preventing 24K defects and driving ~$140K operational savings.
- Developed and implemented risk management frameworks, enhancing operational efficiency and compliance.
Escalation Operations Manager
Amazon Home Services
Bengaluru
01.2020 - 05.2021
- Managed a 40-member escalation operations team handling installation and warranty escalations across Amazon India.
- Led high-volume operational execution during Prime Day and Great Indian Festival ensuring SLA adherence, rapid issue resolution, and customer experience management.
- Drove escalation deep dives, stakeholder coordination, operational reviews, and execution governance in fast-paced environments.
- Led cross-functional teams to resolve escalated customer issues, resulting in enhanced service delivery.
- Implemented process improvements that streamlined operations, improving overall efficiency in service management.
- Developed and monitored key performance indicators, ensuring compliance with service standards and operational goals.
- Coached and mentored team members on best practices in escalation management, fostering a culture of continuous improvement.
Marketing Operations & Customer Engagement Programs
Amazon Books
Chennai
05.2015 - 01.2020
- Managed marketing operations, contributing ~$12M annual revenue impact through customer engagement and operational execution programs.
- Launched customer engagement workflows linking new book releases to author-follow experiences, driving ~$5M annual revenue.
- Led operational process scaling, stakeholder communication, workflow optimization, and governance across marketing programs.
- Spearheaded customer engagement initiatives, enhancing retention rates through targeted marketing strategies.
- Developed and implemented marketing automation workflows, streamlining campaign execution and improving efficiency.
Education
MBA - System Management
University of Madras
Chennai, IndiaB.E. - Electronics & Communication
Birla Institute of Technology
Muscat, OmanSkills
- AI Enablement
- Program Management
- Automation Strategy
- Operations Excellence
- SQL & Analytics
- Cross-functional Leadership
- Project Governance
- Operational Scaling
- Stakeholder Management
- Business Operations
- SOP & Mechanism Design
- Process Optimization
Timeline
Program Manager - Risk
Amazon Books
05.2021 - Current
Escalation Operations Manager
Amazon Home Services
01.2020 - 05.2021
Marketing Operations & Customer Engagement Programs
Amazon Books
05.2015 - 01.2020
MBA - System Management
University of Madras
B.E. - Electronics & Communication
Birla Institute of Technology