Jun 2023 – Mar 2024 · 9 mos · California, United States · On-site

• Own player experience and monetisation charter for social gaming platform with ~2M MAU
• Conceptualized and launched gamified leaderboard experience across Tk+ games; drove Tk M increase in monthly gross revenue
• Spearheaded the launch of ML-driven bot and fraud detection system reducing bot-attributed revenue loss and player churn by Tk

Apr 2022 – May 2023 · 1 yr 1 mo

• Product Lead for AI-powered Smart Shopping Inbox - core offering to track and manage e-commerce orders, communication, and rewards on a single platform; held additional responsibilities across engineering, design, hiring, and fundraising
• Defined MVP and GTM strategy to launch Smart Inbox for a target market of 65 Mn power shoppers; leveraged quantitative and qualitative user research methods and market analysis to validate solution hypothesis
• Hired design team and led e2e UX lifecycle to craft MVP user flows - including mock explorations and usability studies to iterative development
• Successfully built a 10-member engineering team; established company processes for recruiting, onboarding, and agile development

Jan 2022 – Apr 2022 · 3 mos

• Product Lead for 1P EMI and Flipkart Buy Now Pay Later
• Launched Flipkart’s first instalment-based repayment credit offering, generating $$ annualised GMV across Tx Mn users; drove partnership with leading bank, and led 12-member cross-functional team (Engg, UX, QA, and Data Science) to deliver accelerated launch in 5 months, just in time to capture Q4 festive volume
• Owned the Risk and Data Science charter; Led team of 4 data scientists to experiment and launch enhancements to ML models for risk assessment and collections; expanded feature set to 2000+ alternate data signals from consumer buying and browse patterns on Flipkart, increasing top-of-the-funnel acquisition by Tx% and bringing down Net Credit Loss to Tx%
• Drove vision, strategy, and GTM plan to externalize BNPL beyond Flipkart platform to offline & online retailers to target 30 Mn users; secured leadership buy-in, led CX and system design, drove partnerships with payment gateways and bank to launch a successful pilot

May 2020 – Dec 2021 · 1 yr 7 mos

• Consumer Finance | Fintech and Payments Group : Driving commerce through credit
• Spearheaded redesign of post-acquisition flows (loan mgmt, repayment, collection); influenced system design revamp to support 10X scale, optimized CX throughout user journey resulting in 9-pt increase in NPS
• Single-threaded owner of monetization OKRs; led experimentation, prioritization, and launch of monetization features like credit revolve, interactive IVR, and shaping payment channels, leading to Tx% increase in revenue and Ty% reduction in collection cost

Jan 2019 – Apr 2019 · 3 mos · Bengaluru Area, India

• NLP-Tech | Machine Learning | Data Science
• Built NLP powered query portal with auto-complete and contextual search to assist support agents in resolving user complaints
• Sole owner of Knowledgebase for handling customer queries across chat, voice and social media channels
• Spearheaded the re-architecture to customizable & scalable multi-tenant customer support platform for Flipkart, Myntra and Jabong
• Mentored 2 junior colleagues in the team; contributed to hiring drives, creating evaluation strategies and conducting interviews for SDEs

Mar 2017 – Dec 2018 · 1 yr 9 mos · Bengaluru Area, India

• Worked on 5+ ML-driven Automation Strategy initiatives as part of the NLP-Tech team to drive Customer Excellence
• Developed Email Bot capabilities like automated query resolution and contextual recommendations for customer support agents to increase efficiency and reduce response time
• Provided 1-click resolution through issue mapping, E2E query handling & seamless integration with voice channel for escalations
• Designed & engineered user journeys to enable customers to self-serve their complaints on the website, resulting in lesser incidents created
• Built Self-Serve troubleshooting platform and expanded the solution for major SKUs, resulting in a steep drop in customer returns
• Architected fully customisable “Take a tour” feature using Plug & Play framework to coach users on new features & journey flows. Launched interactive tour to help customers with first return

Jul 2016 – Mar 2017 · 8 mos · Hyderabad

• Led development and deployment of Java-based frameworks for asset management, payment & billing in enterprise apps for Oracle’s Utilities Application Framework
• Designed & developed app features and co-created product roadmap
• Implemented Scrum Methodologies for Utilities Framework Team
• Secured a top 3 finish at Oracle's Annual Innovation Day Hackathon

Jan 2016 – Jun 2016 · 5 mos · Bangalore

• Single-handedly drove the initiative for Sentiment Analysis of customer reviews across Social Media channels to resolve customer issues and queries
• Developed a Machine Learning model to classify negative reviews which are actionable
• Built a tool to resolve user pain points with modules for review ingestion, preprocessing, classification and assigning customer reviews to specialized user agents for resolution