Bala Subramanian, EVP & Chief Digital and Technology Officer: Bala is responsible for leading the company’s digital transformation to enhance customer and employee experiences, build digital fluency and improve organizational agility. He drives the overall strategy, design, development and execution of UPS’s technology and industrial engineering functions.
Bala oversees UPS Digital Inc., Enterprise Technology, IT Technical Support Services, Application Development, Data Sciences, Information Security, Customer Experience, Operations Technology, Operations Engineering and Research & Development.
When someone places an order with a business, they’re putting trust in that company to get it right – from delivery and order fulfillment to fraud protection and the countless decisions that shape the customer experience. For businesses, protecting that trust is harder than ever as e-commerce moves faster and risks become more complex.
That’s where UPS Secure Commerce comes in, bringing together proven solutions that help companies create more predictable customer experiences.
Bala Subramanian, Chief Digital and Technology Officer, leads that work for UPS. We asked him about UPS Secure Commerce and why it matters for businesses of all sizes.
Q: What is Secure Commerce, and why is UPS launching it now?
Bala: At its core, UPS Secure Commerce helps businesses navigate an increasingly complex commerce environment with greater confidence. Every day, companies are balancing growth with rising risks such as fraud, shipment loss, disputes and supply chain disruptions. When those issues occur, the impact extends far beyond a single package. It can affect revenue, customer relationships, and brand trust.
UPS Secure Commerce brings together a portfolio of proven solutions designed to help businesses anticipate risks, respond faster and make more informed decisions across the fulfillment journey. Think of it as helping customers move from reacting to problems after they occur to proactively managing risk before it affects their business.
We're launching Secure Commerce because the challenges facing our customers continue to evolve. Fraud alone is estimated to account for roughly 3.2% of e-commerce revenue, and that's before factoring in disputes, refunds, reshipments, claims handling, returns and the operational costs that follow. Businesses need better visibility and actionable insights to protect both their revenue and the trust they've built with their customers.
Q: What kinds of challenges can it help businesses manage?
Bala: Growth often brings more complexity. A lot can happen between checkout and delivery – and even after an order arrives. UPS Secure Commerce helps businesses see more of what’s happening, spot issues sooner and respond faster when something goes wrong.
Q: How does it all come together for customers?
Bala: UPS Secure Commerce combines InsureShield Shipping Insurance, Parcel Pro and CommerceShield technology. Together, they support shipment protection, high-value and specialty shipping and proactive e-commerce risk mitigation – helping businesses make smarter, end-to-end decisions.
Q: What does that look like in real life?
Bala: Apparel brand Buru is a good example. Before working with UPS, their team could spend 20 to 25 minutes filing a claim, with resolution taking at least a week. Now, claims can be filed in minutes and are typically resolved within 24 hours, helping the team refund or replace orders faster and keep customers coming back.
Q: Why does speed matter so much after an issue happens?
Bala: Every order is a chance to reinforce trust. When a business can respond quickly, it can protect the customer relationship as well as the shipment. In 2025, UPS protected 1.4 million shippers and insured 62 million packages, with 97% of claims resolved in five days or less.
Q: What is the big takeaway for UPS customers?
Bala: UPS Secure Commerce is ultimately about helping businesses deliver on the promise they make to their customers. When companies can better anticipate risk, respond faster to issues and make more informed decisions, they protect more than a shipment. They protect customer trust, revenue, and brand reputation. That's the foundation for long-term growth.
What’s next?: Learn more here about how UPS Secure Commerce can take your business to the next level.