Jan 2023 – Nov 2023 · 10 mos · Hybrid

• Building GoTo Profile Platform - Unified Identity Management for users across Gojek, Tokopedia and GoPay.
• We are enabling a unique identifier and a common registration + authentication system for all users in the GoTo ecosystems to unlock seamless access to our services across the ecosystem of e-Commerce, on-demand hyperlocal services and payments. This also helps the different businesses in the GoTo Group to understand their customers better and provide more relevant offerings to them.

Jan 2022 – Dec 2022 · 11 mos · Hybrid

• Led three core cross-user / cross-app platform teams (identity management, communications platform and customer support) in Gojek leading a group of 10 PMs. These teams catered to Gojek Consumers, Driver Partners, and Merchant Partners as end users and our platform capabilities also extend to other apps in the GoTo Group like Tokopedia and GoPay.
• Key Achievements:
• Launched and optimised login/verification methods (OTP via SMS / WhatsApp, Silent verification,
• trusted devices, app PIN etc) to improve login success rate (75% to 83%), p50 login time (~6sec to
• ~3sec) along with a reduction in login cost per request by 50% (450 IDR to 250 IDR)
• Realised annual savings of $10 Bn by optimising SMS delivery & introducing VoIP as an alternative calling method between customers and drivers
• Replaced CleverTap as a Marketing Comms tool with an in-house campaign management tool that supports Push Notifications, In-app Messaging, Email, and WhatsApp as communication channels
• Improved coverage of self-serve issue resolution via chatbot and automations from 10% to 90
• [Platformisation] Extended consumer-facing products to drivers and merchant users in Gojek, Tokopedia

Apr 2020 – Dec 2021 · 1 yr 8 mos · Hybrid

• In this role, I was leading the supply management platform team which is responsible for ensuring the availability of delivery partners and efficient fulfilment across all of Gojek's services like ride-hailing, food delivery, logistics and groceries to name a few - all this across multiple geographies - Indonesia, Singapore and Vietnam. The job is to effectively activate and position 600k+ drivers on a daily basis, and optimise for efficient fulfilment of a hyperlocal demand of 4 Mn+ transactions /day.
• Key Achievements:
• Reduced Supply spends by 50% with annual savings of 13 Mn USD via successful launch and Pan
• Indonesia rollout of Driver Incentives of the type MTE (Minimum Total Earnings)
• Launched POI Recommendations - brand new Supply Positioning tool in the Driver App powered via ML
• which boosted fulfilment rate by ~1.5% (translates to 1 Mn+ incremental orders a month)
• Championed the Platformization Roadmap by creating External Facing API services for Supply Search

Apr 2019 – Apr 2020 · 1 yr · Bengaluru, Karnataka, India

• At Swiggy, I was the product lead for Post Order Customer Experience and led the CRM and Fulfilment product areas. This included building a delightful post-order placement experience for consumers including and not limited to seamless order fulfilment orchestration, service recovery, order tracking experience, self-serve help chatbots and products for Swiggy Customer Care Agents as well.
• Key Achievements:
• Reduced agent interactions by 30% by optimising order tracking screen UX & chatbot workflows -
• resulted in annual savings to the tune of $45 Mn.
• Improved customer experience by 5 NPS points via exception mgmt. and reduced cancellations
• Formulated NLP-based tool for support agents to reduce Avg. Query Resolution time by ~50%

Jul 2016 – Apr 2019 · 2 yrs 9 mos

• Products Managed – Enabling Product Inwarding and Recalls to / from FK Warehouses, inventory reconciliation, inventory recommendations, inventory health insights
• Extended Product –Operational Excellence around inventory movement adherence, WH space utilisation etc.
• Doubled (100% growth) Flipkart Fulfilment business by solving for WH storage space availability in 6 months
• Launched a horizontal product platform for Inventory Management - Enables visibility into and critical insights for improving inventory health & optimise working capital, Improves fulfilment speed by converting regional demand forecast to Inwarding recommendations
• Launched pickup service for moving consignments from seller premise to FK Warehouses – will enable greater inwarding adherence at 3x current scale
• Revamped Flipkart Fulfilment onboarding processes and product to reduce onboarding TAT by 20 days

Aug 2014 – Jun 2016 · 1 yr 10 mos

• Product Charter – Seller Order Fulfilment, Returns Management, MP Policies for sellers (orders) and buyers (returns), External Fulfilment APIs, Managed Fulfilment
• Extended Product – Seller Mobile App, Enabling new FF models (Smart Fulfilment, Self-ship, Multi location pickups, furniture multi part shipments, large supply chain), Operational Excellence, Packaging Adherence
• Reliably scaled up Seller Fulfilment order volumes to 6x while containing seller cancellations to <0.3%
• Enabled express capability - 75%+ orders dispatched with an SLA of 2 hours from seller premise
• Launched v0 of Flipkart Seller Mobile app from scratch in 3 months – adopted by all sellers
• Implemented Self Ship Fulfilment model to solve for low reach pin-codes, specific product categories
• Launched Smart Fulfilment for sellers – WH like inventory guarantee and order fulfilment – scaled up gracefully to 1000+ sellers and increased F-Assured coverage by 35%

Jan 2014 – Aug 2014 · 7 mos · Bengaluru Area, India

• Product Charter: Property Search Mobile App (Android, iOS and Windows)
• Successfully scaled the Android mobile app to 1 Lac+ installs
• Increased user retention rate by 35%
• Launched the iOS and Windows mobile app from the scratch

Apr 2013 – Dec 2013 · 8 mos · Bengaluru Area, India

• Product Charter: Real Estate Research and Advice – Projects, Localities, Guides and CF Forum
• Achievements: Enhanced the projects database to 80000+ projects with several new attributes
• Implemented smart algorithms for projects and locality price trends, Increased user engagement (page views per session) by 40% for research pages, Improved time spent per visit on Forums by 200%
• Launched rich content driven forum, locality and project pages with responsive UX on web and mobile web
• Developed Business Analysis and intelligence reporting tools / applications for the internal stakeholder teams
• Got promoted from Product Analyst to APM in a year for managing multiple products successfully

Apr 2012 – Jun 2012 · 2 mos · Chennai Area, India

• Project - "Global Trade Management as a Service Offering for CBC Manufacturing & Logistics"
• Researched and developed key functional capability collaterals (Business Process Maps, Functional Maturity Model, Vendor Capability Assessment Framework, Best Practices) for Go-to-market strategy while working in close co-ordination with senior consultants across different industry segments
• Internship project ranked in the top 10 (7th Rank) amongst all the CBC Summer Interns of 2012

Jun 2008 – Jun 2011 · 3 yrs · Hyderabad Area, India

• Responsible for product development and maintenance of the Procurement family products of the Oracle EBusiness SCM group – iSupplier Portal, Purchasing, iProcurement and Sourcing
• New Product Development effort – implemented 3 major product enhancements for iSupplier Portal - Business Classification Re-Certification, Work Confirmation Corrections and Reference Data Management
• Product Maintenance effort – resolved over 200+ critical customer issues for iSupplier Portal & related components
• Part of the Release and Product planning team for the EBS Procurement R12.1 and R12.2 upgrades
• Co-ordinated & interacted with several cross geographical global & Indian clients like American Express, AT&T, BAE Systems, Boeing, Citicorp, Quantas, Schneider, GE Healthcare India for their ERP implementation projects
• Created & presented Business Decks for Testing, Support & Sales teams for new product enhancements impacts
• Part of the campus recruitment team for hiring new graduate hires for Oracle Applications Development team
• Mentored new developers in the team and delivered knowledge transfer sessions for educating about Product information and underlying data models
• Technologies worked with:- Java, J2EE, PL/SQL, HTML, XML, C/C++

Oct 2006 – Nov 2006 · 1 mo · Nagpur Area, India

• Developer Intern involved in product development of a Pharmaceutical Software Solution catering to the needs of Billing, Inventory Management and Financial data handling modules.
• Work Technologies involved Microsoft VC++ and MS-SQL Database.