Amazon’s Deepti Varma on making performance management more real-time and impactful

Moving away from the traditional long wait performance review in a pre-Covid era helped Amazon to easily navigate the rough sea when the world of work underwent a tsunami of change. For Deepti Varma, Vice President – People Experience & Technology (PXT), Amazon India, it was a breather when Covid made everyone work from home.
“By the time hybrid and work-from-home became a reality, we were all prepared to have our new way of performance management. Instead of a long wait performance, Amazon introduced a 60-word feedback system focused on employees’ strengths and growth areas.”
Challenges in implementing change in performance management
Deepti acknowledges that the change in performance management policy did not come without challenges. “Initially, there was pushback—many questioned whether meaningful feedback could be delivered in just 60 words.”
However, after implementation, the new ways of review says Deepti, “peer-to-peer feedback increased significantly, moving beyond just manager-employee reviews in a hybrid work environment.”
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Another critical challenge in performance management, mentions Deepti was that managers and employees frequently change roles. “To address this, we designed a performance tool that compiles ongoing, all-round feedback rather than relying on a single-point evaluation. This ensures that if a new manager takes over, they have comprehensive insights into an employee’s performance history, making decision-making more data-driven and fair.”
Change always comes with many challenges, and introducing a new performance management system was no exception. Deepti did not hesitate to admit that implementing new technologies or AI-driven tools was a challenge, but she believed that the real hurdle was simply her thought process.
Coming from a non-engineering background, Deepti initially believed that significant training would be required for non-technical employees to adapt to AI-driven tools. “However, I was completely wrong—AI is incredibly intuitive and easy to adopt if you keep an open mind.”
“We encouraged experimentation and organic learning, and I soon realised that employees were naturally embracing AI. While we did provide AI training to my team, the real learning came from hands-on experience and curiosity,” notes Deepti.
Tailoring strategies to accommodate a diverse workforce
One key realisation Deepti had is that while virtual meetings are efficient, they can never fully replace in-person interactions when it comes to understanding different cultures and workforce needs. However, the pandemic curtailed her ability to travel and connect directly with employees across different regions.
“As soon as travel restrictions eased, I started visiting different locations—and that changed everything,” mentions Deepti.
She quickly learned that while a company may have a global culture, every country has its own unique workplace culture, legal frameworks, and social norms. “To craft effective policies, it’s critical to immerse yourself in the local context and truly listen to employees.”
Improving performance management
According to Deepti, organisations looking to evolve their performance management should focus on three key principles: simplicity, scalability, and intuitiveness. When done right, these improvements can create a system that is easy to use, encourages meaningful conversations, and truly reflects how people work today.
“Technology should enable human interaction, not replace it. While automation is valuable, it should be implemented strategically—ensuring that crucial conversations, like performance feedback, remain human-led,” says Deepti.
Sharing what worked for her in the past, Deepti mentions that as an HR professional, every decision we make impacts lives. “That’s why it’s crucial to make informed, balanced decisions using both data and real-world anecdotes.”
She further adds that empathy is the foundation of effective HR leadership. But it’s not enough for HR professionals to be empathetic—we must also enable managers to foster trust, inclusion, and psychological safety in their teams.
One of the most important lessons she learned is that success isn’t just about professional skills—it’s also about life skills.
Unfortunately, these critical life skills aren’t always taught in schools or universities, but they are essential for long-term success. “As HR professionals, we must ensure that organisations educate, support, and empower employees in all three areas—not just their job roles,” adds Deepti.