Michala Kay

I’m an operations professional with 8+ years of experience at Amazon building systems, leading teams, and delivering results in complex, fast-moving environments. In fully remote roles, I’m most effective when I can coordinate across functions, design better processes, and communicate clearly with stakeholders. At Amazon Care, I onboarded 60+ clinicians with a 99% success rate, partnering across IT, Learning & Development, and Practice Management. I also created 6 HIPAA-compliant SOPs adopted by the Compliance Team to guide patient access to Protected Health Information, and I maintained privacy-aligned workflows across high-risk care coordination. I’ve led a team of 8 in customer relations operations, standardizing service protocols and authoring customer communications like email templates and phone scripting. I’ve also served as sole remote operations support for a ~1,500 paid subscriber publication, managing renewals and subscriber communications independently—while producing regular data and analytics reports to senior leadership.