Nidhi Singh
Project Manager - Operations
Hyderabad
Summary
A competent professional with 11+ years of experience in people, process and performance management. People Management Experience for more than 4 years. Adept in implementing quality systems & procedures to facilitate a high-quality customer experience. Skilled in combining reports for analyzing data to facilitate decision making. Proficient in implementing procedures, service standards & operational policies for business excellence. Hands-on experience in onboarding a team and expanding it from 14 headcounts to 150 headcounts by leading the recruitment, training and managing stakeholders. Experienced in leading projects by implementing project management skills. An effective communicator with good analytical, time management and problem solving skills.
Overview
2025
2025
years of professional experience
8
8
years of post-secondary education
6
6
Certifications
Work History
ProjectManager, Quality Assurance - Uber Vendor Operations
Indium Software Pvt. Ltd
Hyderabad
03.2023 - 08.2024
- Manage quality assurance operations for Uber, overseeing vendor operations related to app testing teams, triaging support teams, and audit teams
- Govern training, onboarding processes, and ongoing operations to ensure adherence to quality standards
- Drive successful delivery of new project launches and feature ideation through effective quality management
- Implement performance goals and metrics to monitor and evaluate team performance against set objectives
- Conduct regular audits and provide coaching to improve service level agreements (SLAs) and overall quality
- Collaborate cross-functionally with stakeholders to resolve operational issues and enhance service delivery
- Successfully implemented a new quality assurance framework resulting in enhanced operational efficiency and service quality
- Led initiatives to streamline onboarding processes, improving time-to-productivity for new hires by 12% within a contract based employment
- Introduced innovative approaches for feature ideation that contributed to Uber’s product enhancement strategy
- Participate in organizational change management activities to ensure smooth adoption of new processes and standards
- Foster a culture of continuous improvement through Ideation workshops and process optimization initiatives.
Manager I, Seller/Vendor Partner Risk Operations (NA and EU Marketplace)
Amazon Development Centre Pvt. Ltd
Hyderabad
11.2019 - 03.2021
- Responsible for managing performance and behavior of 10-20 Amazon Associates through effective 1:1 meetings, coaching, and mentorship
- Implement performance goals, monitor and evaluate performance against pre-set goals implementing action plans to resolve performance barriers as needed
- Reviewing and analyzing performance metrics to identify areas of opportunity that will drive performance improvement
- Ensures that Associates have a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Seller experience
- Create and execute year end appraisal for the associates against the targets achieved
- Monitor the performance of the lead reporting, to ensure the quality is on par with the expectations of the leadership
- Partner with workforce management to execute daily staffing plans and reports significant volume and capacity changes, just-in-time to ensure staffing requirements are met to achieve service levels goals
- Manage schedules, monitor adherence, time-off planning, and attendance in partnership with Workforce Management
- Participates in daily Kaizen events to identify and implement process improvement change initiatives
- Conduct seller transactional audits and provide coaching to improve performance on SLs and quality
- Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures
- Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller’s issues and questions
- Managed Virtual and On-site teams for two sites; BLR and HYD for Reported Abuse Ops
- Lead people centric teams besides operations teams like D&I, Communications and Newsletters worldwide
- Employee Engagement Teams and Employee Grievances and Connections Team
- Initiatives
- Introducing the onboarding plan for the new hired supervisors or people managers, resulting in savings of ~210 Headcount/month
- Onboarded Catalog Management program, separated from Marketplace Business Operations and adapt into Seller and Vendor’s Risk Management team, Resulting to a Catalog efficiency improvement by ~+849bps
- As ad-hoc, responsible for the execution of organizational change management activities within a project team to support the successful adoption of solutions, standards, and processes.
Manager I, Seller/Vendor Partner Support (EU Marketplace)
Amazon Development Centre Pvt. Ltd
- Conduct effective reviews to enhance the overall performance of the associate
- Creating MIS/WBR analysis for OPS Leaders
- Completing payroll related changes in my time tool (shrinkage and schedule adherence tool) for team of 25~ members
- Promoting Continuous Improvement by identifying process gap to enhance existing process workflow to serve vendors and reduce waste in the process
- Own the design, development, and maintenance of ongoing metrics, reports, analyses, dashboards, etc
- To drive key business decisions
- Ensure data accuracy by validating data for new and existing tools
- Ensure detailed page changes are consistent as per manufacturer request and it has a positive impact on customer experience by classifying items appropriately
- Resolving defective tickets which can be resolved by following SOP and do not require IT intervention
- Coordinate with Stakeholders (Tech, Product and Operations) to drive projects end to end
- Work within various time constraints to meet critical business needs, while measuring and identifying activities performed and ensuring service requirements are met
- Monitor project plans and flag any execution delays that will have an impact to network operational readiness
- Establish procedures, plans and practices which promote the adoption of appropriate solutions and sustainability of desired results in complex operational environments
- Build and document the SOP specific to the investigation and quality assurance processes, and work to deploy globally
- Conveying updates on issues, operational status and business insights internally as well as externally during weekly/monthly reviews.
Seller/Vendor Partner Support Associate Advisor (Lead-SME), Seller/Vendor Partner Support (NA Marketplace)
Amazon Development Centre Pvt. Ltd
Hyderabad
- Responsible for performance of production, quality, shrinkage adherence and reimbursement audits for team and individual based on assigned skill sets
- Convert the new hires within the ramp up time to match business needs
- Escalate possible new hire attrition and flag poor performance, misfit skills or behavioral issues in training promptly
- Support floor BQ when required
- Mentor interim managers during their stint and ensure conversion by the end of the interim tenure
- Monitor and publish reports on staffing hours and overtime hours, highlight the deficits and callout the teams’ adding costs to organization and request coaching’s for all
- Partner in seamless execution of the IJPs being rolled out for various roles into the team by being part of the case study and setting up first process-based rounds
- Collaborate with the L&D and Quality teams to highlight process limitations and challenges and work on improving the process for front-line associates and investigators.
Seller/Vendor Partner Support Mentor, Seller/Vendor Partner Support (NA Marketplace)
Amazon Development Centre Pvt. Ltd
- Interact with team members and take frequent refreshers to keep process aligned for performance
- Mine contacts for the BQs and deliver coaching and feedback
- Deliver reports with hierarchy on root causes and deep dives on team and individual performance
- Perform HMD analysis and prepare material for improve the quality of team’s performance.
Seller/Vendor Partner Support Associate, Seller/Vendor Partner Support (NA Marketplace)
Amazon Development Centre Pvt. Ltd
- Assist customers purchasing from Amazon.co.uk on retail issues
- Handle customer contacts and escalations over an email and chat medium
- Help the customers by providing resolutions while processing refunds and replacements
- Worked as a Subject Matter Expert assisting a team of five new hires with the process for 6 months of the tenure
- Assisted the BQs within the team/quad when required.
Seller/Vendor Partner Support Associate (Intern), Seller/Vendor Partner Support (NA Marketplace)
Amazon Development Centre Pvt. Ltd
- Assist the customers purchasing from Amazon.com on retail issues
- Handle customer contacts and escalations over email medium
- Help the customers by providing resolutions by processing refunds and replacements.
Education
B.A in Mass Communication And Journalism -
St Mary’s Hyderabad
Yousufguda, Hyderabad 06.2010 - 04.2013
Intermediate - History, Economics and Political science
Kasturba Gandhi Women’s College, Hyderabad
Marredpally, Secunderabad 04.2008 - 03.2010
High School Diploma -
Stanley Girls High School, Hyderabad
Chapel Road, Hyderabad 03.2005 - 04.2008
Skills
Advanced MS Office (Word, Excel, Power Point, pivot, vlookup, G-Sheets)
Basics understanding of SQL (Understanding Query), JIRA Debugging for App Testing Teams for UBER
Project Management
Project planning and development
Document Management
Data Analysis
Root Cause Analysis
Agile Methodology
Coaching and Mentoring
Performance Evaluations
Certification
Yellow Belt Trained
Passport
Available
Personal Information
- Father's Name: Thakur Sudhier Singh
- Date of Birth: 05/01/92
Timeline
ProjectManager, Quality Assurance - Uber Vendor Operations
Indium Software Pvt. Ltd
03.2023 - 08.2024
Manager I, Seller/Vendor Partner Risk Operations (NA and EU Marketplace)
Amazon Development Centre Pvt. Ltd
11.2019 - 03.2021
B.A in Mass Communication And Journalism -
St Mary’s Hyderabad
06.2010 - 04.2013
Intermediate - History, Economics and Political science
Kasturba Gandhi Women’s College, Hyderabad
04.2008 - 03.2010
High School Diploma -
Stanley Girls High School, Hyderabad
03.2005 - 04.2008
Seller/Vendor Partner Support Mentor, Seller/Vendor Partner Support (NA Marketplace)
Amazon Development Centre Pvt. Ltd
Seller/Vendor Partner Support Associate, Seller/Vendor Partner Support (NA Marketplace)
Amazon Development Centre Pvt. Ltd
Seller/Vendor Partner Support Associate (Intern), Seller/Vendor Partner Support (NA Marketplace)
Amazon Development Centre Pvt. Ltd
Manager I, Seller/Vendor Partner Support (EU Marketplace)
Amazon Development Centre Pvt. Ltd
Seller/Vendor Partner Support Associate Advisor (Lead-SME), Seller/Vendor Partner Support (NA Marketplace)
Amazon Development Centre Pvt. Ltd
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