Jul 2024 – Jan 2025 · 6 mos · Bengaluru, Karnataka, India

Mar 2023 – Jun 2024 · 1 yr 3 mos · Bengaluru, Karnataka, India

• Led a team of 7 Product Managers and 2 Business Analysts at Paytm, I oversee the product strategy and roadmap for performance, device diagnosis chatbots, and network & risk/compliance charters for over 10 million Soundbox and EDC POS machines.
• Key Achievements:
• 1. Remote Diagnosis & Troubleshooting Tool: Developed and integrated this tool across the Merchant App, Customer Service Bot, and Field Service App, identifying problematic devices and reducing merchant contacts by X%, cutting costs by INR X annually.
• 2. Product Improvement Features: Led 5+ product improvements, reducing merchant contact ratio by X% quarter-over-quarter (Q-o-Q). Implemented self-healing devices, reducing SD card-related merchant contacts by X% and overall contacts by X% Q-o-Q. Increased battery backup by X% by introducing current cutoffs during non-transacting hours.
• 3. Enhanced Merchant Experience: Revamped the merchant experience, improving Merchant Satisfaction (MSAT) from X to Y/100 through 10+ features on the Merchant App, including 'Time to Discharge' and 'Device Health'.
• 4. Predictive Maintenance: Devised an ML-based predictive model for device battery failures, suggesting preventive maintenance for Soundbox devices, saving INR XX annually.
• 5. Auto Device Diagnosis: Innovated and implemented functionality that enhanced user satisfaction for ~X% of Ultra-Premium merchants, with a ~X% reduction in technical complaints.
• 6. Mass APN Migration: Spearheaded the migration of APNs for XM Airtel and XM VI SIM cards, ensuring DoT compliance by restricting usage to KYC-verified devices.
• My work has consistently focused on enhancing user experience, reducing operational costs, and ensuring compliance, driving significant value for our merchant partners and the organization.

Jul 2021 – Feb 2023 · 1 yr 7 mos

• Launched 'View in Your Room' AR feature, achieving 218M impressions, 4.7% CTR, 6.1% purchase rate, and $25.3M in revenue.
• Launched discoverability widget for NABL certified products, resulting in a 4.3% CTR, increased average selling price, and $3.6M in revenue.
• Launched 'Best Made' widget, improving product discoverability by 14M views and generating $3.5M in revenue.
• Launched 'Discover' feature, achieving 492M impressions, 8% CTR, 59M GVs, and $7.5M in revenue. Awarded 'Best Performance'.
• Developed 'Visual Similarity Widget', driving $2.1M in revenue through visually similar product recommendations.
• Developed a BRD for 0-to-1 product called Sports Experiences integrating gym and fitness subscriptions on Amazon

Dec 2019 – Jul 2021 · 1 yr 7 mos

• Launched FLARe, an ML-based defect correction platform, reducing defects by 145 bps and improving the experience for 18K MAU. Recognized at Alexa India Awards Q3’20 for 'Invent & Simplify'.
• Built a Predictive Customer Inactivity Model, reducing monthly lapse rates by 100 bps from May-Nov'20 through targeted campaigns.
• Developed ML-based Recovery Engines, correcting 4.8M monthly dialog defects, improving CX by 165 bps for 38K MAU. Earned the Empty Chair Award for Customer Obsession in Q2’20.
• Grew Alexa's Hindi user base from 213K to 1.038M MAU in 18 months by implementing features like ‘Auto-play’ and ‘Setup in Hindi’, driving 40%+ installs.
• Increased bi-lingual feature adoption from 25% to 36%, resulting in a $2M incremental revenue impact.
• Led the launch of the 'Ab Alexa Hindi me bhi' TV commercial, from concept to launch.
• Defined the product roadmap for India CX, lapse reduction, and Hindi growth.

Mar 2019 – Dec 2019 · 9 mos

• Increased Shipping Dock Productivity by 41%, saving INR 1.68 MM in labor costs.
• Reduced Consumables Cost by recycling, saving INR 3.5 MM in Q1 and Q2.
• Led planning & execution of Diwali Sale, achieving 750K ship-outs with a DPMO of 29, surpassing the target of 500.
• Enhanced Truck Docking Capacity by 12%, improving productivity by 5.6% and saving INR 1.15 MM annually in labor costs.
• Led the promotions & PPOs for 15+ professionals in my team.
• Established a Quality Culture with initiatives like Daily Bin Gemba, Weekly Quality All Hands, and First Pass Yield_(FPY) Week; developing a Bin Gemba Dashboard for network rollout.
• Reduced Inventory Defect rate from ~6% to ~1%, making BLR5 FC the second-best in Quality among Extra Large Buildings.
• Improved DIPCH & BPH productivity metrics by 140% & 60% through innovative count strategy.
• Increased Skill Index of associates from 2.9 to 3.6 in three months, achieving the highest Skill Index in the Network.

May 2017 – Feb 2019 · 1 yr 9 mos

• Inbound Operations Manager [Led Inbound Operations at Amazon Fulfillment Center in Bangalore for 22 months, planned and executed 9 Major ART (Sale) events, 19 Super Value Day events & 3 Wardrobe Refresh Sale events during the tenure. Led a team of ~350 associates, 10 Process Assistants & 6 Area Managers during the stint.
• Expanded storage capacity by 13% through numerous Space Creation Projects in Consumables, Apparels & Food inventory categories.
• Converted BLR5 into a C-returns Consol Centre, scaling operations by 142% with best metrics across INFC.
• Launched ARIPL, 3rd retail merchant in INFC, managing a project with a Capex impact of INR 5.6MM and Variable Cost impact of INR 1.9MM.
• Reduced seller escalation resolution lead time by 88% in 4 weeks, earning appreciation from VP Ops.
• Piloted Appointment Scheduling and Truck Prioritization Tools, improving Seller Experience and achieving an average Truck Turnaround Time of 2.1 hours, the best in INFC.
• Inbounded a record 3.7M units in Oct’18, making BLR5 the most efficient building in the network.

Jun 2014 – Apr 2016 · 1 yr 10 mos

• Certified PPAP (Production part approval process) professional by OMNEX. Carried out PPAP for more than 50 components in the automotive electronics sphere for business revenues for specific manufacturing lines ranging from $0.2 million - $1 million (High Impact High Risk) annually.
• Coached personnel at 33 suppliers on Quality processes like Statistical Process Control and 8D analysis for structured problem-solving
• Interviewed 40+ engineers for various roles within Quality function and influenced hiring decisions
• Designed the function based training program for Graduate Engineer Trainees and trained multiple batches of new recruits
• Promoted in grade with least possible time of three years. Consistent performer among top 5% of the cohort
• Awarded with ‘Innovator of the Quarter’ for resolution of fuel pumps failures, a chronic issue in JD Power Surveys
• Reduced ppm level from 64,000 to 233 by collaborating with BPCL, analyzing fuel samples & failed components across the country

Aug 2012 – May 2014 · 1 yr 9 mos

• * Deployed advanced analytics in conjunction with thermal management processes to develop a tool called 'Firepath Analysis" for predicting vulnerabilities in the car against high temperature anomalies resulting in 100% cars being devoid of any risks of catastrophic self-combustion.

Aug 2011 – Jul 2012 · 11 mos

• Led an on-site team of 10 members, Supervised retro-fitment of 1500+ vehicles, managed inventory worth INR 67 lakh. Completed the project 3 weeks before schedule by organizing pool camps for neighboring rural areas & conducting time-motion study. The achievement was directly appreciated by the Head, Passenger Vehicles – Tata Motors

May 2009 – Jun 2009 · 1 mo · Sipat