Kranthi Kagithapu
London
Summary
Strategic and results-driven professional with over 14 years of expertise in product and program management, automation frameworks, and operational excellence across diverse global environments. Experienced in working across four countries—India, Czech Republic, Canada, and now the UK—bringing a unique cross-cultural perspective to driving adoption and engagement for complex initiatives across global stakeholder groups. Adept at owning and leading product development efforts from inception to launch, fostering alignment, and enabling effective prioritization of high-impact work in life-cycle product development. Proven ability to design and implement automated workflows, streamline processes, and deliver scalable solutions that enhance efficiency and decision-making. Demonstrates a data-driven approach to problem-solving, consistently achieving measurable improvements in key performance metrics. Skilled in cross-functional collaboration, stakeholder engagement, and building trust to drive organizational goals. Passionate about simplifying complex processes, enabling visibility into priorities and resources, and empowering teams to succeed in dynamic environments.
Overview
15
15
years of professional experience
Work history
Sr. Product Manager – Global OpEx Tools
TikTok Information Technologies UK Ltd.
London
04.2024 - Current
- Led global cross-functional collaboration for buyer, seller and creator services with Product, Engineering, and Service Delivery to design and implement decision tree product, driving workflow automation across 16+ markets.
- Automated manual processes in Magic Workflow, reducing manual intervention from 50% to 10%, enhancing execution speed and data accuracy.
- Drove end-to-end product development in agile environments—planning, managing, and deploying solutions while addressing inefficiencies through root cause analysis.
- Achieved measurable performance gains, increasing workflow automation (42% → 90%), launch rate (33.1% → 79.4%), and adoption rate (61.1% → 97.99%) within one year.
- Delivered training and ongoing support across 18 markets and led weekly business reviews to ensure process consistency and continuous efficiency improvements.
- Championed cross-regional alignment by managing technical updates, maintaining clear documentation, optimizing resource allocation, and building KPI dashboards for data-driven decision-making.
- Led end-to-end workflow automation for launch readiness across key international markets, enabling smooth and scalable expansion. Oversaw cross-functional coordination and readiness tracking for market go-lives in Germany, France, Italy, Spain (EU region), and Mexico, Brazil (LATAM region).
Senior Manager – Quality & VOC Programs
Loblaw Companies Limited
Toronto, Canada
01.2023 - 04.2024
- Standardized enterprise-wide operational processes by integrating best-in-class quality frameworks and lean methodologies, strengthening consistency, efficiency, and visibility across multiple business units.
- Led large-scale quality transformation across 1,500+ agents, supervisors, and managers, boosting quality scores to 80%— milestone not achieved in over two years—through strategic collaboration with Accenture and NTT Global.
- Designed and implemented BQ performance management system, increasing agent performance scores from 50% to 72% in just six weeks, while enhancing CSAT through customized frontline feedback survey.
- Closed operational data gaps in Medallia, increasing response rates from 13% to 22%, and delivered enhanced data accessibility through intuitive dashboards tailored for agents, leaders, and executives.
- Introduced Text Analytics for Enterprise portfolio, significantly enhancing insight generation and analytical capabilities to support strategic business decisions and launch of new initiatives.
- Directed quality and continuous improvement efforts across Shoppers Drug Mart (Retail & E-Commerce), PC Bank, Loblaw Digital, and Retail divisions—impacting performance at scale.
- Managed strategic enterprise operations projects, contributing to annual planning, goal-setting, and cross-departmental alignment, while ensuring successful execution of complex, high-impact initiatives.
- Oversaw delivery of customer experience excellence leveraging performance metrics and KPIs to drive measurable improvements in service quality and operational outcomes.
- Fostered culture of accountability and innovation by leveraging data analytics, industry insights, and ongoing business reviews to proactively identify gaps, optimize strategies, and lead enterprise-wide continuous improvement.
- Spearheaded system integration initiatives over 12 months by consolidating Medallia, Salesforce, and enterprise CRM platforms, automating cross-functional data flows for improved customer experience insights, faster issue resolution, and enhanced operational efficiency across sales, support, and product teams.
Sr. Program Manager
Amazon Web Services
Vancouver, Canada
05.2020 - 12.2022
- Led multiple complex programs at AWS, including Non-Payment Suspension Automation, Bill Computation, and Brazil AWS SOR launch, successfully managing competing priorities in highly ambiguous, cross-functional environments.
- Developed project plans and communication strategies, driving timelines, milestones, and team accountability to ensure on-time and high-quality program delivery across AWS Commerce Platform (CP).
- Defined and tracked program KPIs and team-level metrics, building custom dashboards to monitor performance deviations and communicate insights to stakeholders and leadership.
- Drove customer issue resolution and SLA improvements by deep diving escalations and implementing process changes, significantly reducing operational risks and inefficiencies.
- Led bi-weekly/monthly strategic reviews with cross-functional teams (Sales, CS, FinOps, PM/SDM, Tooling, AR), aligning on program goals, auditing performance, and resolving systemic blockers through data-driven analysis.
- Collaborated with 4 FinTech teams to launch Split Payment, recovering $3M in previously uncollected balances and reducing split payment requests by 77% (from 4,825 to 375) in under two quarters.
- Introduced “Smart Retry” automation for past-due invoice collections, enabling $4.2M recovery of long-outstanding invoices by analyzing customer payment behaviors and optimizing retry timing.
- Delivered scalable tools and processes, including PEG customer onboarding tool (reducing approval time from 95 to 20 days) and decoupling ~20M AWS retail accounts, partnering with 15+ global teams.
Sr. Program Manager Emp. Experience
Amazon
Prague, Czech Republic
08.2018 - 04.2020
- Led global employee engagement initiatives across 56 countries, implementing cross-cultural strategies that enhanced cohesion and improved service delivery across employee lifecycle.
- Designed and launched “Voice of Employee” program, utilizing standardized listening mechanisms and NLP-based text analytics to derive actionable insights, leading to 13% reduction in service dissatisfaction metrics.
- Developed and maintained 100+ interactive dashboards using QuickSight, supporting 16 key product owners in data-driven decision-making across HR Services.
- Introduced 2/5 recruitment model in EMEA, reducing average offer release time from 28 to 12 days, streamlining hiring process.
- Partnered with Payroll to launch “Perfect Pay” program, improving pay accuracy from 89% to 95% year-over-year.
- Established standardized KPIs and performance dashboards, enabling data-backed operational reviews and executive reporting (monthly, quarterly, annual).
- Applied advanced survey design and analytics expertise, ensuring valid, unbiased employee feedback to inform experience-enhancing strategies.
- Analyzed feedback and operational data to identify automation and self-service opportunities, driving efficiency across complex service use cases.
- Mentored managers on people practices, including organization design, performance management, and employee retention strategies.
- Championed initiatives that improved employee engagement scores by 25% and reduced attrition by 15%, leveraging data insights and collaborative feedback systems.
Program Manager ( ES/ FR/IT/DE/UK) TRMS
Amazon
Prague, Czech Republic
08.2017 - 07.2018
- Streamlined pan-European risk assessment workflows by automating data collection and integrating BI tools, improving consistency and accelerating compliance investigation resolution.
- Led Business Risk Program across EU marketplaces, managing KYC assessments, remediation planning, and cross-functional risk governance to safeguard business continuity.
- Reduced false-positive investigations by 20% by collaborating with Risk Engineering team to enhance transaction risk detection parameters, improving system accuracy.
- Improved investigation efficiency by 22% by partnering with Investigator Workbench team to enhance dashboard functionality, cutting average case time from 9 to 7 minutes.
- Drove cross-functional risk mitigation initiatives, guiding process owners on error-proofing, audits, and dashboard-based reporting while aligning strategies with business and customer needs.
- Owned and presented Monthly Business Reviews for EU region, delivering performance insights and strategic updates to senior global leadership to inform risk and operations decisions.
Team Manager Seller Services
Amazon
Hyderabad, India
07.2013 - 07.2017
Seller Services - Technical Accounts Manager
Amazon
Hyderabad, India
04.2012 - 07.2013
Customer Service Executive
Amazon
Hyderabad, India
02.2011 - 03.2012
Education
Bachelor of Science -
Osmania University
Hyderabad, IndiaSkills
Technical Skills:
- Product Management
- Product Operations
- Program Management
- Project Management
- Risk Management
- Operations Management
- Six Sigma Green Belt
- Agile Methodology
- NLP
Timeline
Sr. Product Manager – Global OpEx Tools
TikTok Information Technologies UK Ltd.
04.2024 - Current
Senior Manager – Quality & VOC Programs
Loblaw Companies Limited
01.2023 - 04.2024
Sr. Program Manager
Amazon Web Services
05.2020 - 12.2022
Sr. Program Manager Emp. Experience
Amazon
08.2018 - 04.2020
Program Manager ( ES/ FR/IT/DE/UK) TRMS
Amazon
08.2017 - 07.2018
Team Manager Seller Services
Amazon
07.2013 - 07.2017
Seller Services - Technical Accounts Manager
Amazon
04.2012 - 07.2013
Customer Service Executive
Amazon
02.2011 - 03.2012
Bachelor of Science -
Osmania University
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