Mar 2022 – Aug 2023 · 1 yr 5 mos

• Travel, Reading & Writing, Friends & Family, Father - Daughter, Where to live next, Helping my dad publish a book, Doing nothing

Jul 2021 – Jul 2021 · 0 mo

• Product School is a global leader in Product Management training with a community of over one million product professionals. As a featured speaker, I help inspire the next generation of Product Managers to create innovative products and apply best practices in their work.

Aug 2020 – Feb 2022 · 1 yr 6 mos

• Managed a team of 6 product managers to drive the core app experience of Wish, comprising of the homepage, search and browse experience, sales and incentives and all legal and regulatory work. Grew the team from 3 to 6 PMs within a year. Responsible for product strategy & roadmap, hiring, setting OKRs and coaching PMs with roadmaps and prioritization

May 2019 – Jul 2020 · 1 yr 2 mos

• Led a team of 4 Regional Leads and around 10 localisation managers focused on localisation, country specific trends, understanding Wish's users through market research and driving product initiatives to spur growth and retention for Wish's top 20 countries by revenue.
• Represented the company and was successful in compelling arbitration for a Class Action Lawsuit against Wish - https://casetext.com/case/britt-v-contextlogic-inc
• Some key initiatives that the team executed on
• Started Quarterly brand awareness market research across 17 countries
• Drove the first ever Qualitative user research in the US and France to understand Wish's perception, triggers and barriers for visit
• Coordinated Regulatory and user experience changes to comply with the Norway VAT changes in April 2020 & Brazilian Tax laws
• Piloted affiliate networks in the Nordics for user acquisition
• Launched instalments in Brazil, resulting in a 10% increase in revenue and higher order values
• Successfully pitched proposal for TV ads in Germany to the CEO & CFO. Pilot was run in Q4 2020

May 2018 – Oct 2018 · 5 mos

• Interim head of Customer Support Operations overseeing relationship with vendors, internal operations and finances

Apr 2017 – May 2019 · 2 yrs 1 mo

• Joined as the 2nd product manager at Wish to drive the payments, post purchase and customer support product experience at Wish. Ran numerous A/B tests to validate hypothesis and find new growth opportunities.
• Partnered with various PSPs like Stripe, Braintree, Ebanx & Klarna to offer alternative payment methods for different countries to increase checkout conversion and reduce decline rates.
• Responsible for the UX for cart & checkout and rethinking the customer support experience including refunds and returns as well as internal tools development for teams like customer support and fraud.
• Wish was the top downloaded shopping app in 2018. It generated almost $2B in revenue in 2018
• Highlights
• Launched ‘Wish Assistant’ - customer support chatbot, resulting in a 40% reduction in ticket volumes,
• $35M annual cost savings and reduction in resolution times from 12 hours to a few minutes
• Launched ‘Wish Cash’ - Wish’s store credit program that provides the foundation for all incentives,
• influencer and referral programs and quick refunds
• Analysed credit & debit card declines and launched retry strategy for declines due to insufficient
• funds, resulting in annualised recovered sales of $100M
• Reduced refund rates by ~20% by implementing strategy to identify and block refund policy abusers
• Launched PayPal in Germany and Nordics, resulting in 6% unique buyer and sales growth
• Piloted ‘Pay Later’ initiatives through extensive A/B tests to make Wish more affordable and increase
• user base by offering micro loans and instalments leading to a ~3% increase in net revenue
• Redesigned the cart and checkout page on iOS and Android
• Launched feature to allow users to add multiple addresses and payment methods
• Redesigned Order History Page to address key user pain points of finding and tracking purchased items

Nov 2014 – Mar 2017 · 2 yrs 4 mos · San Jose, California, United States

• Responsible for building new features for the Cart & Checkout experiences for eBay's global website and mobile apps that handle more than $80 billion in transaction volume annually.
• Highlights
• Launched cart on iOS and Android for France, Italy and Spain - eBay’s high growth markets
• Launched multi-currency cart (ability to add items in any currency to cart) on web and mobile for US & UK to boost cross border trade
• Launched guest cart in France, Italy and Spain to help with new buyer growth
• Managed PayPal’s user acquisition on eBay checkout, an incentive based partnership between eBay and PayPal
• Partnered with eBay Ads & Merch team to launch and optimize, targeted ads and merchandising placements
• Redesigned and optimized key checkout errors as part of separation from PayPal and migration to a new checkout flow
• Led contact reduction initiative to fix top customer pain points. Resulted in annualized savings of $1M
• Launched a new digital gift card buying experience in partnership with eBay Verticals

Feb 2014 – Oct 2014 · 8 mos · San Jose, California, United States

• Product strategy & management for new, upcoming Android apps on Samsung devices
• Highlights
• Led development and launch of Samsung PrinTap – location based Android app to order photo prints from all major US retailers (Walgreens, Wal-Mart, CVS, Costco, & Sam’s Club)

Feb 2012 – Feb 2014 · 2 yrs · San Jose, California, United States

• Product strategy & management for new, upcoming Android apps on Samsung devices
• Highlights
• Conceptualised and led development of Smart Switch (https://www.samsung.com/us/apps/smart-switch/), data transfer tool for new Samsung device users. Pioneered first of its kind iOS to Android app matching & recommendation solution as part of tool. Solution featured in Forbes and promoted as an in-box-insert on all Galaxy S4 devices sold in the US
• Prototyped on-device image compression solution to enable faster, data efficient posting to social networks
• Prototyped solution to automatically connect Samsung devices to WiFi hot spots across the globe by partnering with a major wireless internet provider

Jul 2011 – Feb 2012 · 7 mos · Dallas/Fort Worth Area

• Managed the US roadmap for global Samsung apps and services.
• Responsible for getting customer and operator feedback, recommending modifications to the development team, selling in partner and in-house solutions to operators (AT&T, T-Mobile, Verizon, Sprint) and crafting the go to market strategy for the products.

Jun 2010 – Aug 2010 · 2 mos · Dallas/Fort Worth Area

• Recommend strategic areas of focus to differentiate Samsung's mobile devices - based on analysis of current trends in the digital content and mobile software services space.

Jun 2006 – Jun 2009 · 3 yrs · Bengaluru Area, India

• Design, development and deployment of software used by customer care reps to diagnose and troubleshoot problems for Qwest residential and commercial customers. Responsible for server as well as client side development and end to end integration.
• Highlights
• Developed key client and server side components for Qwest’s call handling tool, QwestRx. Tool principal contributor in Qwest winning the J.D. Power & Associates award for customer satisfaction