Certified Professional Coach

Head of Live Operations

- Lead a 100+ people department supporting Glovo’s customers, couriers and partners for both Georgia and Armenia - Manage a team of supervisors, team leads, quality analysts, trainers and a workforce specialist

Team Leader

Georgia USAID Human and Institutional Capacity Development Activity (HICD) Performance Assessment of the Department of Tourism and Resorts of AR of Adjara (DTRA) and Georgian National Tourism Administration (GNTA) Team Leader – Consultant - Leadership: Provide guidance, instruction, direction, and leadership to a team of five consultants. - Organization Performance Assessment: Identify key performance improvement opportunities through a series of interviews; design solutions to the identified improvement opportunities. Present the project deliverables to the USAID HICD Activity and DTRA/GNTA.

Invited Professor of Change Management

Senior Program Manager

Go-to-Market Manager, Amazon Devices EU, Indirect Channel, Sales and Marketing - Launch Management: Launched over 50 devices across Echo, Fire TV, eReaders, Tablets, and Blink categories in the UK, Germany, France, Italy and Spain with partners such as Argos and MediaMarkt. - Strategy: Developed the first assortment guidelines by channel, amid supply and team resource constraints. Developed a structure of retailer tiers, which were used to make decisions in supply allocation, product assortment, disclosure of new products, etc. - Process Improvement: Streamlined the launch critical path and tailored it to each marketplace; worked with the launch management team to include in the launch playbook, ensuring timely inputs. - Stakeholder Management: Liaised with various teams (sales, marketing, product management, design, localization, etc.) to protect customer (retailer) interests. Developed solid relationships with the product team and built awareness of the requirements for a smooth launch in the indirect (retail) channel. - Training: In addition to my work in Devices, delivered 2-hour Customer Obsession 101 trainings in collaboration with the Customer Service organization.

Senior Product Manager

Senior Product Manager, Customer Service (CS) Management, Worldwide Quality - Process Mapping: Use Value-Stream Mapping to understand and depict end-to-end customer journeys for selected use cases with the goal to reduce customer effort. - Change Management: Manage the removal of the option for worldwide Amazon CS associates to suppress the “How’s My Driving” (HMD) survey (the primary means to measure customer service quality); interface with stakeholders from over 15 teams to agree on the path forward; work with four tech teams to implement the changes. - Product Management: Developed and presented a PR/FAQ to CS leadership for an internal product for customer service associates (Oops! Button); got approval to pilot; executed the pilot, which yielded a decrease in team managers’ time spent on coaching from 30-45 minutes to 15 minutes per week per associate.

Senior Product Manager Intern

Amazon Logistics - Supply Chain and Operations: Developed logistical models for a potential new product by Amazon Logistics; actively collaborated with the operations and marketplace teams to validate the model. - Market Feasibility: Analyzed demand for the new product and met with potential customers of this product in the UK; created a forecast, produced a recommendation on whether to launch it. - Cost Estimation: Modeled cost per shipment for the new product and benchmarked it against current products.