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Program Manager with 5+ years of experience at Amazon, leading cross-functional customer experience and operational excellence programs across the Middle East marketplaces (AE/SA/EG). I focus on reducing customer pain points and improving operational efficiency through data-driven root cause analysis and scalable process improvements. I manage multiple concurrent workstreams with Operations, Customer Service, Product, and Tech teams in fast-paced, ambiguous environments. I own governance (WBR/KPI scorecards), lead escalation and defect resolution end-to-end, and partner with regional/global stakeholders to drive continuous improvement and measurable gains in customer satisfaction.…Program Manager with 5+ years of experience at Amazon, leading cross-functional customer experience and operational excellence programs across the Middle East marketplaces (AE/SA/EG). I focus on reducing customer pain points and improving operational efficiency through data-driven root cause analysis and scalable process improvements. I manage multiple concurrent workstreams with Operations, Customer Service, Product, and Tech teams in fast-paced, ambiguous environments. I own governance (WBR/KPI scorecards), lead escalation and defect resolution end-to-end, and partner with regional/global stakeholders to drive continuous improvement and measurable gains in customer satisfaction.

Demiana Erian Zareif

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Program Manager with 5+ years of experience at Amazon, leading cross-functional customer experience and operational excellence programs across the Middle East marketplaces (AE/SA/EG). I focus on reducing customer pain points and improving operational efficiency through data-driven root cause analysis and scalable process improvements. I manage multiple concurrent workstreams with Operations, Customer Service, Product, and Tech teams in fast-paced, ambiguous environments. I own governance (WBR/KPI scorecards), lead escalation and defect resolution end-to-end, and partner with regional/global stakeholders to drive continuous improvement and measurable gains in customer satisfaction.…Program Manager with 5+ years of experience at Amazon, leading cross-functional customer experience and operational excellence programs across the Middle East marketplaces (AE/SA/EG). I focus on reducing customer pain points and improving operational efficiency through data-driven root cause analysis and scalable process improvements. I manage multiple concurrent workstreams with Operations, Customer Service, Product, and Tech teams in fast-paced, ambiguous environments. I own governance (WBR/KPI scorecards), lead escalation and defect resolution end-to-end, and partner with regional/global stakeholders to drive continuous improvement and measurable gains in customer satisfaction.

Available to hire

Program Manager with 5+ years of experience at Amazon, leading cross-functional customer experience and operational excellence programs across the Middle East marketplaces (AE/SA/EG). I focus on reducing customer pain points and improving operational efficiency through data-driven root cause analysis and scalable process improvements.

I manage multiple concurrent workstreams with Operations, Customer Service, Product, and Tech teams in fast-paced, ambiguous environments. I own governance (WBR/KPI scorecards), lead escalation and defect resolution end-to-end, and partner with regional/global stakeholders to drive continuous improvement and measurable gains in customer satisfaction.

Skills

Microsoft Office

Leadership

Data Visualization

Experience Level

Microsoft Office

Expert

Leadership

Expert

Data Visualization

Expert

Language

Arabic

Fluent

English

Advanced

Work Experience

Program Manager at Amazon

May 1, 2022 - Present

Leading CX and operational excellence programs across Amazon Middle East marketplaces, managing Merchant Fulfillment Network (MFN) and Heavy & Bulky (H&B) business lines. Drive process improvement projects to reduce defects, customer complaints, and operational escalations. Analyze performance and customer experience data to surface trends, identify root causes, quantify risks, and build prioritized roadmaps. Own program governance via WBR dashboards, KPI scorecards, and stakeholder reporting. Manage escalation workflows and defect resolution end-to-end while ensuring SLA compliance and measurable resolution effectiveness. Coordinate multiple concurrent initiatives across Operations, Customer Service, Product, and Tech, and partner with regional/global stakeholders for scalable solutions, change management, and continuous improvement.

Subject Matter Expert (SME) at Amazon

July 1, 2020 - May 1, 2022

Supported operational performance and learning initiatives by coaching associates and driving adherence to quality and CX standards. Trained and mentored new hires during onboarding/probation to ensure ramp-up against productivity and quality targets. Monitored team performance metrics and delivered structured coaching to improve customer satisfaction KPIs. Served as first point of contact for escalations and process clarifications, reducing handling time and improving resolution quality. Partnered with team leads and operations managers to address performance gaps and implemented targeted improvement actions. Conducted quality reviews, maintained compliance, and contributed to process documentation and knowledge-sharing.

Logistics Executive at Schlumberger (SLB)

May 1, 2018 - May 1, 2020

Managed fleet operations monitoring and safety performance across global logistics networks. Monitored fleet operations and driver behavior using telematics and GPS to ensure operational efficiency and HSE compliance across 20+ countries. Analyzed driver performance data to identify behavioral trends and support safety improvements, reducing incident rates. Produced KPI dashboards, operational reports, and safety tracking metrics for senior management review. Coordinated with drivers, dispatchers, and operations teams to maintain on-time delivery and operational continuity.