Feb 2025 – Present · 1 yr 1 mo · Gurugram, Haryana, India

Jan 2024 – Feb 2025 · 1 yr 1 mo

• Worked on core customer journeys and led 0-1 and 1-N initiatives across India’s largest food delivery app
• 1. Contextual/Situational Ordering
• Industry first innovation with Food on Train, Food on Highway, In-Theatre Dining with PVR
• Launched the first version of Zomato Walker app to fix last-leg delivery and improve delivery partner NPS
• Scaled to POIs nationally, driving incremental order growth
• 2. Social and Shared Experiences
• Group Ordering and Friend’s Recommendations – social-native features improving decision making and shared orders
• 3. Retention and Optimisations
• Reorder tab for recall and discovery
• Zomato Lookback to boost re-engagement
• Order deletion and enabling international card payments
• Also contributed to hiring and onboarding new PM talent across domains

Jun 2023 – Jan 2024 · 7 mos

• 1. Consumer Experience
• Optimising the Healthy flow using Al to classify dishes by calorie density, protein type,
• nutrition etc. Tagged millions of catalogues to improve decision making for health-conscious customers
• Prototyped Al-led solutions to flag incomplete addresses and designed interventions to reduce
• location-based cancellations
• Focused on lean mealtimes like breakfast, introducing use cases like Under 30 Mins, Under ₹199 and Desk Friendly to improve the overall mealtime experience
• Introduced food packaging imagery and restaurant visibility pages to build trust and boost ordering confidence
• 2. Restaurant Partner Experience:
• Led Zomato Restaurant Awards for nationwide partner recognition
• Shipped Party Flow on the restaurant partner app to streamline bulk and event order management
• Set up flows to improve restaurant hours and availability, helping supply better match customer demand windows
• Deep-dived restaurant led order rejections and identified interventions to reduce them

Mar 2023 – Jun 2023 · 3 mos

• Worked with the VP of Tech on prioritisation of all engineering stories across customer, delivery and restaurant partner teams (60+ teams)

Dec 2021 – Mar 2023 · 1 yr 3 mos

• Goal: Customer delight, above all
• Improved chatbot and agent workflows, unlocked up to 50% cost efficiency while maintaining or improving CSAT
• Contributed to the in-house bot and ticketing SaaS (now Nugget), building features like ticketing queues, automations and more – used across Zomato, Blinkit and Hyperpure
• Managed the VVIP queue – delivering priority support to high-GMV customers and keeping Zomato’s support known for all the right reasons

Jul 2021 – Dec 2021 · 5 mos

Jan 2020 – Jun 2020 · 5 mos · Delhi, India