Jul 2022 – Jan 2025 · 2 yrs 6 mos · On-site

• In my role as a Senior Product Manager and UX Design Lead, I not only built and scaled products like JioWorks (www.jioworks.io) and RServiceDesk (www.rservicedesk.com), but also took on the responsibility of leading a talented team of Product Managers and UX Designers. Together, we developed innovative solutions that exceeded customer expectations while delivering exceptional value.
• Some of the key products we built and scaled include:
• JioCX (www.jiocx.com): A Communications Platform-as-a-Service (CPaaS) that connects businesses with their customers via SMS, RCS, Email, Voice and other channels.
• EasyPhone (www.jiocx.com/products/easyphone): An app-based calling solution for businesses, featuring a built-in CRM to manage leads and prospects effectively.
• JioCRM (www.jiocrm.io): A highly flexible and customizable CRM tool designed to help businesses streamline lead management, communication, and growth.

May 2018 – Jul 2022 · 4 yrs 2 mos · On-site

• My Achievements as UX Design Lead:
• Defined the Design Philosophy, resulting in a 40% faster design delivery as the design team could now execute with clearer direction and standardized guidelines.
• Transformed the business unit by representing design at the top levels, ensuring the discipline's importance was recognized at strategic decision-making forums.
• Transformed the design team through coaching and mentorship, enabling designers to grow in their roles and elevate the overall design quality.
• Maintained close collaboration with Product Leads, ensuring seamless alignment between design and product goals for better product outcomes.
• My Achievements as a Product Manager:
• Built and scaled JioWorks (www.jioworks.io): I was directly responsible for building and scaling JioWorks, transforming it from an idea into a widely-used task management platform that now supports thousands of users. The product improved team collaboration, provided transparent tracking of tasks, and ensured alignment on key goals across departments.
• Built and scaled RServiceDesk (www.rservicedesk.com): From idea to a fully functional product, I built RServiceDesk from scratch and scaled it to serve thousands of users. This customer service management tool streamlined support requests and improved ticket resolution efficiency.

Jun 2014 – May 2018 · 3 yrs 11 mos · Mumbai Metropolitan Region · On-site

• Key Responsibilities were as below:
• Managing the shift and ensuring smooth operation of the team's design processes.
• Supervising and providing guidance to designers, mentors, and workflow coordinators in the team.
• Collaborating with other Shift Leads and the Manager to establish and implement design standards and procedures.
• Evaluating and monitoring the performance of the team members, and providing feedback and coaching as needed.
• Ensuring that the team delivers high-quality design output within agreed timelines.
• Ensuring that the team follows established client communication protocols and that client expectations are being met.
• Participating in client calls or meetings as necessary to provide updates or address any issues related to design delivery.
• Identifying training needs and opportunities for professional development for team members.
• Managing workload distribution and capacity planning for the team.
• Continuously looking for process improvements to optimize the team's performance and efficiency.

Feb 2013 – Jun 2014 · 1 yr 4 mos · Chennai, Tamil Nadu, India

• Key Responsibilities were as below:
• Designing high-quality and visually appealing presentations for McKinsey consultants.
• Collaborating with consultants to understand the scope and requirements of each project.
• Incorporating data, research, and insights into presentations to support the consultant's recommendations.
• Ensuring that presentations are on-brand and meet McKinsey's high standards for quality.
• Keeping up-to-date with the latest design trends and tools to continually improve the quality of presentations.
• Managing multiple projects and deadlines simultaneously.
• Communicating effectively with consultants and other team members to ensure that presentations are delivered on time and to the client's satisfaction.

Sep 2011 – Feb 2013 · 1 yr 5 mos

• Key Responsibilities were as below:
• Conducting UAT (User Acceptance Testing) of Pre Launch Products and VAS Services to ensure proper configuration.
• Collaborating with Marketing and IT teams to conduct the UAT smoothly and with full accuracy.
• Assisting in controlling the Revenue Leakage for Prepaid Subscribers by conducting various types of checking and testing to ensure the correct configuration in IN platform.
• Conducting different types of call testing to validate correct rating, call type and correct depletion of balance.
• Validating Charging and Rating of new schemes, applications, products, services.
• Preparing and reporting Revenue Assurance Compliance.
• Providing daily reports of Revenue, Activations, and Recharges.
• Responsible for Inter Operator Billing, Invoices, and CDR's Validation (IUC)