Parul Rane
@parulrane
Senior program manager driving capacity planning and automation to improve cost, service, and efficiency.
IndiaWhat I'm looking for
I’m a Senior Program Manager leading large-scale, cross-functional programs across capacity planning, automation, and customer service operations in highly complex, multi-region environments. I’m known for defining program vision, influencing senior stakeholders without authority, and delivering measurable outcomes across cost, service levels, and operational efficiency.
At Amazon, I’ve owned end-to-end strategy and execution for Helpline & Escalation operational programs—unlocking +1,860 bps occupancy improvement and $762K annual cost savings through data-driven trade-off decisions. I also drove enterprise-wide change management to standardize HC capacity planning, delivering 17% efficiency gains, and defined an AI-driven automation initiative that reduced manual narrative effort by 76% while improving decision speed and leadership trust.
In prior roles, I single-threaded Europe event programs (Prime, Peak, major sales), built launch playbooks for Amazon Belgium Customer Service, and delivered Hands-Off-The-Wheel automation for intraday forecasting—cutting analyst effort by 87.5% and improving execution consistency. I’ve also program-managed mission-critical platform transitions, improved routing logic to reduce outliers from 3.2% to 0.1%, and strengthened planning excellence through scalable standardization and risk-driven execution.
Experience
Work history, roles, and key accomplishments
Owned end-to-end strategy for Helpline & Escalation programs, improving occupancy by +1,860 bps and delivering $762K annual cost savings via data-driven trade-off decisions. Led enterprise change initiatives and AI-driven automation that reduced manual effort by 76% and increased cross-team efficiency by 17%.
Led Europe-wide event launch programs and built a Day-1 playbook for Amazon Belgium Customer Service by aligning Operations, Forecasting, Workforce, and Technology teams. Delivered intraday forecasting automation that cut analyst effort by 87.5% and improved network flexibility by +300 bps, while reducing routing outliers from 3.2% to 0.1%.
Managed Prime Video Roland Garros launch readiness, delivering a 1.55% service level miss vs a 12.06% target. Owned multi-region planning mechanisms that achieved the lowest network-wide miss rate (2.48% vs 12.06%), reduced skill complexity by 19%, and drove 100% adoption of a new planning suite with zero service disruption during a channel migration.
Worked on integrating Occupancy as a real-time monitoring metric in Capacity Planning, and developed a roadmap for metric management covering monitoring, execution, and reporting. Analyzed and recommended lever/trigger logic to optimize metric performance.
Software Engineer
L&T Infotech
Aug 2014 - May 2018 (3 years 9 months)
Developed end-to-end business logic for Honda’s cost analytics system using Agile methodology, and delivered application enhancements that contributed to a CSI score of 4.6/5. Served as a Process and Quality Facilitator to support quality audits and ensure compliance with delivery standards.
Education
Degrees, certifications, and relevant coursework
NMIMS
Master of Business Administration (MBA), Business Administration
Earned a Master of Business Administration (MBA) from NMIMS in Mumbai.
TCET (Thakur College of Engineering and Technology)
Bachelor of Engineering (B.E.), Information Technology
Earned a Bachelor of Engineering in Information Technology (BEIT) from TCET, affiliated with the University of Mumbai.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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