Santhosh P R
@santhoshpr
Program Manager with 8+ years leading end-to-end service operations, last-mile delivery, and SLA-driven performance.
What I'm looking for
I’m a Program Manager with 8+ years of experience in end-to-end service operations, last-mile delivery, and service fulfillment. I’ve built strong delivery performance by managing inbound and outbound operations while hitting customer-facing metrics and optimizing costs.
At Amazon, I managed end-to-end service delivery programs, leading 20+ associates to achieve SLA and customer targets. I improved customer satisfaction by 25%, reduced customer contacts by 40% through process optimization, launched Unified Delivery & Service (UDS) for seamless coordination, and strengthened service outcomes by improving first-contact resolution by 15% and service delivery time by 12%.
I also bring a people-first operating style—designing and implementing training programs that improved productivity and reduced escalations by 20%, along with structured performance management and coaching. Most recently, I managed end-to-end operations for an event venue rental business, handling booking coordination, vendor management, and customer handling to ensure seamless event execution.
Experience
Work history, roles, and key accomplishments
Operations Manager
Family Business
Jun 2024 - Present (1 year 10 months)
Managed end-to-end operations for an event venue rental business, including booking coordination, vendor management, and customer handling. Coordinated with decorators, caterers, and service providers to ensure seamless event execution and high customer satisfaction.
Program Manager
Amazon
Apr 2022 - Jun 2024 (2 years 2 months)
Led end-to-end service delivery programs, managing 20+ associates to achieve SLA and customer metrics targets. Improved customer satisfaction by 25% and reduced customer contacts by 40%, while launching UDS and driving training that reduced escalations by 20%.
Team Lead
Amazon
May 2015 - Feb 2021 (5 years 9 months)
Led end-to-end fulfillment operations for inbound and outbound delivery workflows, supervising 7 associates and driving daily productivity tracking and SLA adherence. Implemented structured performance management and process improvements to reduce turnaround time and enhance delivery performance.
Education
Degrees, certifications, and relevant coursework
Malnad College of Engineering
Bachelor of Engineering, Electronics & communication engineering
2010 - 2014
Completed a Bachelor of Engineering in Electronics & Communication Engineering from Malnad College of Engineering in Hassan, Karnataka from 2010 to 2014.
Availability
Location
Authorized to work in
Salary expectations
Job categories
Skills
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