Aug 2021 – May 2022 · 9 mos

• Managing end-to-end car seller experience across all channels in 10+ countries

Jun 2019 – Jul 2021 · 2 yrs 1 mo

• Led product charter to improve effectiveness and efficiency of Gojek city field operations across Indonesia, Thailand & Vietnam. Managed the following products:
• Gojek Agent app - one-stop solution for Gojek city field teams to support all driver needs. The app houses multiple modules - a retail POS for driver merchandise distribution, driver issue resolution module, driver onboarding, Covid-19 related features like managing driver temperature check, hygiene kit distribution, etc. Managed the launch of some of these modules & led multiple initiatives which resulted in 3X agent productivity improvement, enabled selling of YY-million attributes, distribution of ZZ-million Covid-19 hygiene kits, supported temperature checks for 100% weekly active drivers, etc.
• Driver appointment lifecycle management across the Gojek Driver App & Driver Contact Centre ecosystem (includes appointment booking, agent tooling to assist drivers & queue management solutions), powering millions of driver appointments. Initiatives resulted in 90%+ adoption of appointment pre-booking, reduced overall driver wait & service time at contact center by YY% with pZZ being serviced under 30 mins, improved driver service CSAT to >95%
• Launched an end-to-end event management solution to enable driver engagement at scale. Across online & offline events, it scaled up monthly driver engagement by 10X to reach YYY-thousands monthly active drivers. Also, launched in international markets,Vietnam & Thailand

Sep 2018 – Jun 2019 · 9 mos

• Building next-gen simulation & AI-based experiential assessment products
• Launched Game-based assessment portfolio - 1st of its kind in APAC
• Manage end-to-end assessment delivery & analytics on web & mobile platforms
• Onboarded global assessment partners on the platform

Mar 2017 – Sep 2018 · 1 yr 6 mos

Dec 2015 – Apr 2016 · 4 mos · Bengaluru Area, India

• Manage data aggregation & Analyst’s platform that power sector feed publishing at scale

Jul 2015 – Nov 2015 · 4 mos

Apr 2014 – Jun 2015 · 1 yr 2 mos

• Rotational stints across multiple business functions:
• Corporate Strategy - Sales Excellence
• Presales, Retail, CPG & Manufacturing Industry Group
• Talent Management & Planning
• Consulting, Data & Analytics Practise

Apr 2013 – May 2013 · 1 mo · Mumbai Area, India

Dec 2011 – May 2012 · 5 mos · Ranchi Area, India

Jul 2009 – Dec 2011 · 2 yrs 5 mos · Bhubaneshwar Area, India

• Development lead of an office collaborative solution
• Led deployment team; Managed deployments for global clients