Apr 2019 – Jul 2021 · 2 yrs 3 mos · New Delhi Area, India

• Leading Product Strategy, Ideation, Roadmap, Product Design, Hypothesis & AB Tests, Prioritizations, Stakeholder Management, Impact Analysis, Processes & Frameworks for complete transparency, inclusivity and ROI driven Product Growth Development across funnels and Business Functions.
• Designed and spearheaded first Android App(APK), PlayStore App, iOS APP and Progressive Web App. The user base share moved from 15-20% on App vs Web to ~90% on App.
• Improved Pre-Registration funnel(CPM>CPC>CPL>CPA|Impression>Click>Install>Registration>Conversion) by net ~6% through Creatives, UX and leveraging Technology(ClickStream & Automations).
• Designed and lead Payments funnels improvements with AB Testing hypothesis and implementing feature to improve Success Rates by ~11%. Established Transactions(Pay-In, Pay-Out, Fraud) as a capability to share knowledge, replicate funnels+automations and leverage relationships with partners & affiliates, across products for scaling.
• Ideated and setup monetisation loops using RFM models, User Behaviour through ClickStream, feedback loop with end users, usability studies and bunch of experiments to improve unit economics for both short term & long term Player Value & Retention.
• Conceptualised complete Loyalty Program by challenging fixed segments and introduced dynamic & more engaging program keeping Industry(Gaming) in mind.
• Significantly contributed to the overhaul of customer touch points (Call/Email/Chat) & KYC Operations process and streamlining Self Help & UX across platforms.
• Leading all Compliance and Regulatory Audit initiatives within the organisation and representing the organisation externally as well to encourage Responsible Game Play and thorough account of transactions.
• Achieved Star Award for Product Function 3 years in a row.
• While growing a Product Team from 2 to ~20 including Heads, SPMs, PMs, Producers, Designers & Analysts and spearheading Company wide Processes(Product-Business Prioritisation-Execution-Iterating).

Jan 2019 – Mar 2019 · 2 mos · New Delhi Area, India

Jan 2018 – Jan 2019 · 1 yr · New Delhi Area, India

Jan 2017 – Dec 2017 · 11 mos · New Delhi Area, India

Nov 2015 – Jan 2017 · 1 yr 2 mos

• Trafigura(Puma Energy):
• Location: Gurugram, India
• Functional expert on the specified application(s) and Primary Liaison with business, IT, data and operation teams to ensure delivery and successful execution. Mapping and configuration of the ERP package (Microsoft Dynamics Navision) with the customer business Process. A full range of activities which ensure the delivery of Puma Energy’s Digital Transformation, Mergers and Acquisitions, Continuous Process Improvements projects across the various global entities where Puma operated such as Australia, Asia Pacific, Vietnam, Africa, Europe, Latin America, West America, and Belize.
• T-Mobile(Prepaid Plans):
• Location: Gurugram, India
• Functional & Agile Consultant of web & mobile applications for pre-paid cards platform of T-Mobile US. Implementing onboarding, discovery, listing/sorting/selection of product and plans. Customized bundled packages along with specific BYOD plans. Integrating the cart in the checkout process with Payment Gateway for a complete end to end purchase experience. Tools used: SharePoint & Rally

Apr 2014 – Oct 2015 · 1 yr 6 mos

• Best Buy(US Web - Pacific Sales/Insignia/Dynex/Rocketfish):
• Senior Product Manager & Agile Transformation Architect for US Web properties of Best Buy US. Onboarded and integrated all brands acquired by Best Buy US into the Best Buy eco-system. Leveraging existing microservices architecture to render SWAS(Store Within A Store) experience for each of the brands on to the main portal.Single handedly did Agile Transformation for a team size of ~45 team members from Product, Engineering, QA, Project/Program officers & Design functions. Tools Used: Retek/Yantra/Sitemap/Jira/Confluence and in-house tools.

Feb 2013 – Feb 2014 · 1 yr

• American Express(Serve):
• Senior Product Manager & Agile Transoformation Consultant for Batch Processing & Customer Serivce Tool Pods. I was formally trained by Deloitte Agile Transformation Consulting Team and was the first consultant to be tried to lead company-wide transformation across Florida, New York & Phoenix. Primarily solved for problems around batch process integrations with different banks to improve performance, integrating with new brands, enhancing existing brands to reduce batch processing time, ensure near perfect reconciliation while keeping security of data in-flight and on-rest intact. Tools Used: SharePoint, Oracle SQL Server DB, Rally and in-house tools.

Oct 2010 – Jan 2013 · 2 yrs 3 mos

• Best Buy(US/Canada/Mexico):
• Functional Business Analyst for multiple projects across geographies in India and US. Primary responsibilities included meeting clients for requirements gathering, elicitation, reviews, sign offs, grooming with Technology Team, UAT and demo with clients followed by impact analysis of changes and iterating from there.
• Order Management System(OMS) - *Scheduling, Routing, Dispatch(SRD) of delivery orders across the US by leveraging deep integrated tools to procure inventory, planning delivery and updating systems across the network to be in sync.
• Field Management System(FMS) - *SRD of installation and repair services including Haul-Aways. Finding the best truck, Engineer based on Skill, Location, Availability, Charge-ability, Route etc.. to fulfil the appointments.
• Inbound-Outbound Calling System(Breeze) - Integrated AT&T system with Best Buy customer contact center ‘Breeze’ for an end to end case management system. Built the system ground up to pull customer history and orders from across distributed systems of Best Buy across various types of orders to present an aggregated view providing a single contact channel and seamless customer experience.

Aug 2007 – Sep 2010 · 3 yrs 1 mo

• Best Buy(US/Canada/Mexico):
• Customer Relationship Management(CRM) - Built a complex ETL system that provides Summary, Scoring & Segmentation of customers based on their purchase history to build a Loyalty & Rewards management system to grow business.
• Transactions System(TAS) - Integrated a couple of systems with Tender Authorisation Services of Best Buy system to ensure accurate and precise transactions ensure correct calculations around State Sales & Use Tax within systems and across customer invoices in store & online.
• Geek Squad Service Plans & Subscriptions - Enabled retrieval, purchase, modification, expiry, termination, extension, renewal of service contracts around Subscriptions, Warranty across product categories like Games, Softwares, TV Subscriptions etc..