This month, we spotlight a leader whose journey reflects strong operational expertise, customer-centric thinking, and strategic leadership across the e-commerce and fintech landscape.
Deepak Agrawal currently serves as Head of Operations, Partnerships and Program Management for B2B Business at Amazon Payment Services (APS), where he leads operations across the MENA region spanning nine countries. He oversees diverse teams across the UAE, India, Egypt, and Saudi Arabia, and also serves as a Board Member at Amazon Payment Services UAE, reflecting the organization’s trust in his leadership and operational vision.
With over 14 years of experience, Deepak leads Business Operations, Partnerships, Program Management, Customer Experience, and Vendor Management, with a strong focus on advancing the AI enabled Customer Experience. His leadership approach centres on optimizing processes, strengthening cross-functional collaboration, and enhancing customer experience through innovative and scalable strategies. Known for implementing AI-enabled operational frameworks, he continues to drive efficiency, service excellence, and customer-centric transformation.
Deepak has a proven track record of partnering with technology and product teams to turn complex challenges into elegant, scalable solutions — including AI-driven innovations that have redefined how operations run and how customers are served. He doesn’t just manage processes; he transforms them.
His career journey includes leadership roles at Shopee (part of Sea Group), where he led India Customer Service and Seller Operations, and Stanza Living, where he drove initiatives across customer experience, payments, sales, and product operations. Earlier, he held roles at Quatrro, Snapdeal, and Tech Mahindra, building strong expertise in customer experience and operations management.
With a distinguished track record in operations management and customer experience, Deepak Agrawal continues to strengthen ecommerce and fintech ecosystems, foster strategic partnerships, customer experience and drive operational innovation across global markets.