Himay Alvarado

Lead the product and program management of Amazon’s Developer Trust and Spectrum team, overseeing API access, product development, and compliance, while managing a team of 10+ people. Responsible for delivering strategic improvements to Amazon's API products and services for developers, vendors, and sellers.

• Product Manager for the Selling Partner API, overseeing the product lifecycle from design to launch for API access controls, developer profiles, and security auditing processes, ensuring compliance with Amazon’s policies.
• Launched and managed the Website Review Tooling, creating a standardized process for auditing apps and websites on the Selling Partner App Store, leading to a 20% increase in developer engagement.
• Designed and implemented API Access Qualification Frameworks, ensuring the security and compliance of developer, vendor, and seller integrations, while continuously improving user experience.
• Spearheaded the Developer Trust Risk Management Program, identifying and mitigating security risks through process automation, auditing, and compliance initiatives.
• Owned the product roadmap for case management tools and workflows, ensuring efficient handling of API-related issues and enhancing developer trust through continuous product enhancements.
• Developed and implemented Standard Operating Procedures (SOPs) for API access and risk management workflows, optimizing operations and reducing security breaches.
• Managed a team of 10+ specialists and managers, driving team performance through strategic planning, process improvement initiatives, and talent development.
• Created the Quality Assurance department, improving operational efficiency through better case assignment workflows, auditing processes, and quality control mechanisms.
• Provided ongoing mentorship and coaching to team members, fostering a high-performance culture and ensuring alignment with Amazon’s product and security standards.
• Collaborated with internal and external stakeholders, aligning product roadmaps, improving workflows, and delivering seamless product integrations across the Selling Partner ecosystem.

Led a team of 20+ specialists in product and program management, focusing on Amazon’s inbound supply chain. Directed product development initiatives, ensured compliance, and improved process efficiency.

• Oversaw the implementation and launch of Paragon, Amazon's case management system, streamlining case handling operations.
  Developed and executed strategic plans for supply chain compliance and performance metrics, reducing attrition to below 5%.
• Managed process improvement plans, optimizing team workflows and enhancing productivity.
• Led cross-functional collaboration with senior stakeholders to ensure timely project delivery and operational alignment.
  Responsible for all hiring and team development, fostering a culture of excellence and professional growth.

Managed inbound supply chain programs, ensuring vendor compliance with Amazon’s policies and driving operational efficiency.

• Led initiatives to ensure vendor compliance with Amazon’s supply chain regulations and mitigate risks.
• Acted as a Subject Matter Expert (SME) on vendor interactions and operational process improvements.
• Developed SOPs and quality control processes to streamline operations and improve compliance.
• Collaborated with internal teams to align supply chain operations with broader business objectives.

• Provided technical support for Pfizer employees, both remotely and on-site, ensuring optimal performance of hardware, software, and network resources.
• Delivered expert support for Microsoft Office applications (Outlook, Excel, PowerPoint) and hardware/software troubleshooting.
• Managed Active Directory accounts, assisting users with locked accounts, password resets, and security compliance.
• Provided technical solutions for field force employees working from home or on-site, ensuring seamless workflow and resolving IT issues efficiently.
• Led training sessions for new hires to ensure alignment with Pfizer’s technology infrastructure and best practices.
• Enhanced customer satisfaction by promptly addressing and resolving service desk issues.
• Actively sought feedback from end-users to identify areas for improvement in the service desk function.
• Conducted regular follow-ups with customers post-resolution to ensure continued satisfaction with the support provided.
• Kept up-to-date with industry trends, best practices, and emerging technologies to ensure the highest level of service provision for clients.

Provided customer service support for Bank of America credit card holders, handling escalations and resolving complex issues.

• Supported team performance and acted as Backup Manager, stepping in to lead the team when needed.
• Collaborated with senior management on improving service processes and performance metrics.
• Trained and mentored new employees on best practices for customer service and conflict resolution.
• Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
• Delivered personalized recommendations based on individual customer needs, driving sales growth.
• Maintained up-to-date knowledge of company policies, procedures, and promotions for accurate information sharing.
• Enhanced customer experiences by providing timely and accurate information on products and services.