Professional Summary
RUPESH KR TIWARI
PRGM: VOps, Youtube
Workforce Solution
_________________________________
CONTACT INFORMATION
Email:-Phone: -
Address: Urmila Niwas, Anjali Gardens
Puppalaguda, Manikonda, Hyderabad
Telengana - 500089
SKILLS:
- Program & Project Management
- Workforce Planning & Optimization
- Vendor & Stakeholder Management
- Service Delivery & Risk Governance
- Business Incident Management (BIM)
- Change Management & Automation
- Cost Reduction & Process Optimization
- Learning & Development Initiatives
TOOLS/SOFTWARE PROFICIENCY
- NICE IEX, Genesys, Verint, CCAI
- CCAI, Speakeasy, Sprinkler
- Salesforce, Asana, Smartsheets,
Quicksight
- Microsoft Office Suite, Kingpin
- Workforce Forecasting & Capacity
Planning Tools
CREDIBLE MENTIONS:
China ICX (In Country eXpansion):
Launched and successfully closed warranty
for Expansion of full suite of services
including Amazon policies and payroll
processes. Proposed My HR enhancement
which later got implemented in Global
Amazon Space.
Results-oriented Program Manager specializing in workforce
solutions, vendor operations, and automation-driven cost
optimization. Experienced in APAC & MENA market expansions,
M&A, and workforce forecasting. Skilled in leading crossfunctional teams, managing risk governance, and implementing
process automation to improve efficiency and reduce costs.
Proficient in workforce management tools and analytics
platforms to enhance operational performance. A tech-savvy
problem solver with strong communication skills, well-versed in
IT concepts, software standards, databases, networking, and
security requirements.
Program Manager - WFS (VOps- YouTube)
Optimum Infosystems Pvt Ltd - Client: Google
(Nov 2025 - Current)
- Manage vendor relationships to ensure high-quality service
delivery and operational excellence.
- Collaborate with cross-functional teams to drive performance
optimization, automation, and cost efficiency.
- Lead BPO capability enhancements, premium support models,
and multilingual service improvements.
- Serve as the primary point of contact for vendor sites, ensuring
seamless communication, compliance, and risk management.
- Utilize data-driven insights to implement action plans that
improved customer satisfaction and operational efficiency.
- Support product launches across multiple YouTube verticals.
Program Manager II - Expansions, PXT
Amazon Development Center Pvt Ltd
(Aug 2019 - Sep 2024)
- Led New Country Expansions (NCX), In-Country Expansions
(ICX), and M&A in APAC & MENA.
- Managed policy development, legal compliance, risk
governance, and vendor onboarding.
- Automated payroll processing, reducing costs by 5 Full-Time
Equivalents (FTEs).
- Enhanced Amazon’s policy execution and service delivery in
multiple geographies.
WorkForce Manager II - AHS
Amazon Development Center Pvt Ltd
- Established a workforce team from 2 analysts to 15
professionals.
- Implemented real-time analytics, scheduling, and capacity
planning.
- Acted as Connection Ambassador, improving employee
engagement and job satisfaction scores.
Included My HR app on Chinese App Store,
enhancing employee experience by
allowing them to access Amazon
cyclopedia/intranet on their mobile
phones.
Business Travel: Beijing and Shanghai
MENA Expansions (ICX):
Launched and successfully closed warranty
for Expansion of full suite of services
including Amazon policies and payroll
processes in 7 MENA countries. In the
process, took over two processes over
from 3P vendor and saving 15 days in the
TTD (Time To Decision). Took Over
ownership of Amazon Stamp and
Letterhead from partner team, saving 48
hours in the overall documentation life
cycle. Automated the payroll process,
benefiting savings of 5 FTEs in the overall
Payroll life cycle.
WorkForce Manager - AHS
Amazon Development Center Pvt Ltd
- Optimized workforce efficiency through forecasting, scheduling,
and real-time management.
- Managed capacity planning and resource allocation to meet
SLAs and business goals.
- Leveraged data analytics for demand forecasting and process
improvements.
- Led real-time workforce adjustments to enhance adaptability
and performance.
- Streamlined workforce processes, coordinated
recruitment/training, and ensured leadership alignment.
Operations Manager - AHS
Amazon Development Center Pvt Ltd
- Led a team of 15 SMEs managing high-impact seller escalations.
- Ensured risk management, policy enforcement, and compliance
for seller accounts.
- Developed budget & resource management strategies to
improve service efficiency.
M&A (Merger & Aquisition) Belgium
and Morocco:
WFM Officer - Center Of Excellence
Project KUIPER: Supported launch of
Kuiper in various APAC countries.
- Led real-time workforce monitoring and forecasting to meet SLA
targets.
- Implemented process improvements based on workforce
analytics and key performance indicators.
Successfully took over and onboarded
employees on Amazon platform by
establishing Amazon full suit of services
for employees.
ACADEMICS:
Bachelors Of Commerce
The Global Open University
Higher Secondary School
St. Joseph High School
Metriculation
Bishop Westcott School
Barclays GLobal Service Center Pvt Ltd
(January 2011 - August 2019)
Patient Services - Biomet
WNS Offshoring Pvt Ltd
(2009 - 2011)
Representing Biomet, catering to In Panel doctors helping them
get reimbursed for the prescribed orthopedic medical eqipment
(Bone Stimulators).
Customer Service Officer
Convergys India Services Pvt Ltd.
(2005 - 2008)
Customer Service Executive
Process - OPEN for Small Business (American Express)
