Celebrating the Superheroes: Honoring the Achievements of Working Mothers

-?? Ankita Baruah Sr. Program Manager

Ankita Baruah Joined Amazon's ranks in 2020, Ankita has been swept up in the sheer exhilaration of working alongside some of the brightest minds in the industry. The past few years have flown by in a blur, an unbelievable testament to the breakneck pace of innovation that defines the Amazon experience - all while navigating the joys and challenges of motherhood.

Today, Ankita holds the esteemed position of leading a team of exceptional Senior Program Managers within the CCMS (Call Center Management Services) organization. In this vital role, she oversees the migration of Amazon's omni-channel customer service capabilities from legacy call center systems to a state-of-the-art, cloud-based Contact Center platform.

This transformative shift is empowering Amazon to provide its amazing customers with a truly intelligent and seamless experience. Ankita and her team are spearheading the implementation of advanced features like intelligent routing, chatbots, and interactive IVR throughout the entire customer journey elevating the level of support the company is able to offer.?

As a working mother, Ankita finds immense fulfillment in contributing to initiatives that enhance the customer experience, even as she juggles the demands of parenthood.

Ankita and her talented team of Senior Program Managers collaborate tirelessly to ensure a successful, end-to-end transition that truly sets Amazon up for the future. The pace of change at the company is nothing short of remarkable, and Ankita feels immensely fortunate to be contributing to these pioneering efforts, all while drawing inspiration from her young family.

Working alongside some of the top talents in the tech industry has been an absolute privilege for Ankita, as she has witnessed Amazon's remarkable growth and evolution over the past few transformative years. Through it all, she has remained steadfast in her commitment to both her career and her role as a devoted mother, finding strength in the support of her Amazon colleagues and the joy of watching her child grow.

What advice would you give to other working mothers who are striving to excel in their careers while raising a family?

As a working mother striving to excel in my career while raising a family, the advice I would give is centered around prioritization, effectiveness, setting expectations with timely communication, and drawing boundaries.

Prioritization is key - as both a mother and an Amazonian, I've learned to set clear priorities and execute on them with a focus on effectiveness. Being efficient in how I approach each task helps me maintain a healthy balance between my work and personal life.

Effectiveness is crucial - I aim to do things right the first time to avoid revisiting them and creating additional work for myself. This helps me avoid unnecessary stress and stay on top of my responsibilities.

Setting the right expectations with my stakeholders is also critical. Once I've agreed on mutual expectations, I'm able to honor the boundaries I've set and unplug from work to truly enjoy quality time with my family, without worrying about outstanding tasks.

Timely and transparent communication is paramount. I proactively share updates on my priorities, deliverables, and bandwidth, so everyone is aligned. This allows me to manage commitments on both the work and home fronts. At the end of the day, it's about finding the right balance through disciplined prioritization, efficient execution, clear communication, and respecting the boundaries I've established. With this approach, I'm able to thrive in my career while also being present for my family.

How do you think companies can best show appreciation for the contributions of working mothers within their organization?

Companies can best show appreciation for the contributions of working mothers within their organization through a comprehensive, multi-faceted approach:

Recognition of Contributions

Publicly acknowledging and celebrating the hard work, dedication, and achievements of working mothers sends a powerful message that their efforts are valued. This could involve highlighting their successes in company communications, nominating them for awards, or hosting dedicated events to honor working moms.

Open Communication

Fostering a culture of open communication between working mothers and management is crucial. This allows for transparent dialogue about their needs, challenges, and the opportunities available to support them. By truly listening to their voices, companies can better understand how to meet their unique requirements.

Flexible Work Arrangements

Things like our generous parental leave policy, on-site childcare options, and comprehensive networking and mentorship programs can be incredibly valuable resources for us working mothers. Amazon is deeply committed to providing the support and flexibility needed for us to thrive both professionally and personally.

Cultivating a Family-Centric Culture

Moreover, Amazon has fostered a culture that genuinely cares for the well-being of employees' children. This empathetic approach has touched the hearts of working mothers and inspired innovative ideas to further promote a family-friendly environment.

Cultivating an Inclusive Culture

Ensuring the workplace culture is inclusive, empathetic, and free of stigma around motherhood is crucial. This includes offering lactation rooms, respecting school commitments, and normalizing open dialogue about work-life balance.

By implementing a holistic approach focused on flexibility, support, recognition, and inclusion, companies can demonstrate their deep appreciation for the invaluable contributions of their working mothers. In turn, this can boost morale, retention, and the overall talent pipeline of this critical segment of the workforce.

What brings you passion/excitement to your role?

People, People, and People - that's what really drives my passion and excitement in this role. I have the opportunity to collaborate with colleagues across different functions, from Operations and Technology to Customer Experience and Delivery Services. Despite the diverse backgrounds, we're all united by a common goal: how do we continually improve and simplify the customer experience for our worldwide customers?

Being part of a team that is so singularly focused on amplifying the experience of our global customer base is truly a blessing. I find it incredibly rewarding to contribute to initiatives that directly enhance the lives of our customers. There's a palpable sense of energy and urgency in everything we do - every day truly feels like Day 1 for me.

The cross-functional nature of my work allows me to constantly learn from my peers and explore new ways of solving complex challenges. I thrive on the dynamic exchange of ideas and the collective drive to push the boundaries of what's possible. Knowing that our work has a direct, positive impact on our customers' lives is what keeps me passionate and excited to come to work each day.

Ultimately, it's the people both my teammates and our valued customers that make this role so fulfilling. I'm honored to be part of a mission-driven organization that places the customer experience at the heart of everything we do. This unwavering focus on serving others is what ignites my own passion and fuels my ongoing commitment to excellence.

What is your favorite leadership principle and why?

My personal favorite among Amazon's Leadership Principles is the "Bias for Action." In today's highly competitive world, we must embrace change and execute with remarkable speed. Given our relentless focus on both the customer and our competition, we make decisions and implement strategies at the pace of lightning while upholding the highest standards of excellence.

We are driven by a collective determination to outmaneuver our competitors and, more importantly, delight our customers with world-class experiences. This means we can't afford to get bogged down in analysis paralysis we must be willing to take calculated risks and make bold moves.

Of course, our "Bias for Action" is always balanced by a deep commitment to quality. We move with purpose, but we never sacrifice our high standards in the process. Each decision, each new initiative, each product enhancement is imbued with a relentless attention to detail and a steadfast dedication to customer satisfaction.

This unique combination of speed and excellence is what truly sets Amazon apart. We are nimble, adaptable, and unafraid to disrupt the status quo. And it is this "Bias for Action" that fuels our ability to stay one step ahead of the competition and consistently exceed the expectations of the customers we serve.

To check out opportunities within the Sr. Program Manger role click here.