Sep 2023 – Mar 2026 · 2 yrs 6 mos · Delhi, India · Hybrid

• Driving strategy, execution, and growth for enterprise and consumer-facing products across SaaS, e-commerce, and AI domains.
• Leading initiatives in Recommendation Engines, Google RecAI integrations, Chatbot & Customer Support Agents, and Agentic AI systems. Proven ability to ship and scale AI-powered solutions that enhance personalization, automate workflows, and deliver measurable business impact.
• AI Product Innovation: Built and deployed intelligent recommendation systems and GoogleRecAI-powered engines to drive user engagement and conversion.
• Conversational AI & Agents: Designed and rolled out chatbot agents, customer support assistants, and agentic AI frameworks that reduced operational costs and improved resolution times.
• Analytics & Insights Leadership: Partnered with stakeholders to manage complex analytics demands, ensuring business intelligence, KPI tracking, and data-driven decision-making across product lines.
• End-to-End Product Lifecycle: Skilled at translating ambiguous problems into clear product roadmaps, managing cross-functional teams, and shipping successful AI products at scale.
• Strategic Impact: Blending deep technical expertise with business acumen to deliver AI-driven competitive advantage, customer value, and revenue growth.

Sep 2022 – Sep 2023 · 1 yr · Connecticut, United States · Remote

• Led end-to-end product ownership for 8 enterprise grocery retailers across the US and Europe, including Calgary Co-op, Federated Co-op (FCL), POP, Fareway, Georgia Main, Heinen’s, and Woodman’s, driving consistent platform scalability and retailer-specific customization.
• Delivered Heinen’s web and mobile e-commerce platform within 3 months, achieving accelerated time-to-market through disciplined agile execution, sprint prioritization, and stakeholder alignment.
• Defined and shipped 15+ high-impact features on a multi-tenant E-commerce SaaS platform specifically Payments, Quote to Invoice, Order to Cash, balancing shared platform capabilities with retailer-specific business requirements.
• Independently integrated a unified mobile and web advertising platform (InMobi Mobile Marketing Platform) across all retailers, enabling centralized campaign management, attribution, and monetization tracking.
• Owned customer experience and platform reliability, overseeing client support workflows, ticket triage, SLA adherence, and root-cause analysis to improve retailer satisfaction and operational stability.
• Authored and negotiated multiple Statements of Work (SOWs) for existing and new clients, aligning commercial scope with product roadmap, delivery capacity, and long-term platform strategy.
• Led secure payment integrations, including Moneris 3D Secure and Stripe 3D Secure, improving checkout security, compliance, and payment success rates across regions.
• Modernized analytics and reporting infrastructure by revamping dashboards and migrating all retailers from Google Analytics 3 (UA) to Google Analytics 4 (GA4), enabling event-driven insights and advanced funnel analysis.
• Established daily product quality governance with defined KPIs across:
• Pricing accuracy
• Customer journey & conversion flow
• Site speed and performance
• Content quality
• Customer feedback and incident trends
• Defined product charters, OKRs, and long-term roadmap
• Data security and compliance standards

Feb 2022 – Aug 2022 · 6 mos · Gurugram, Haryana, India · On-site

• Led the end-to-end creation of Proship, a courier aggregator SaaS platform built from scratch, positioned as a competitive alternative to Shiprocket and Pickrr.
• Owned product vision, strategy, and multi-year roadmap, aligning platform capabilities with product-led growth, merchant adoption, and long-term scalability.
• Defined and executed a product-led growth (PLG) strategy, embedding activation, engagement, and retention levers directly into core product workflows.
• Championed outcome-oriented and customer-centric product practices, ensuring measurable impact across merchant experience, operational efficiency, and revenue.
• Drove inclusive product development, fostering diverse perspectives across Engineering, UX, Operations, and Business teams to improve solution quality and speed of execution.
• Established Proship as an ecosystem orchestration layer through deep integrations with leading WMS platforms including Unicommerce, EasyEcom, and Vinculum.
• Led direct API partnerships and integrations with national and international courier providers including Delhivery, Xpressbees, DTDC, Gati, Ecom Express, and DHL Blue Dart, ensuring scalability, reliability, and cost optimization.
• Oversaw development of core platform capabilities including:
• Digital Wallet & Settlements
• End-to-end Order Management
• Intelligent Courier Recommendation Engine
• Packaging Box Optimization
• COD Remittance Workflows
• NDR & RTO Lifecycle Management
• Partnered closely with Engineering, UX, and Marketing leadership to deliver simple, role-based, and scalable experiences across multiple merchant personas.
• Sponsored and delivered an internal Operations Control Tower, providing real-time visibility into orders, merchants, courier performance, and financial metrics.
• Enabled data-driven decision-making for leadership and operations through centralized reporting, monitoring, and performance insights.

Feb 2021 – Feb 2022 · 1 yr · Gurugram, Haryana, India · On-site

• Android App - https://play.google.com/store/apps/details?id=com.raasta
• iOS App - https://apps.apple.com/in/app/raasta-autotech/id1588551229
• Led the end-to-end launch of MyRaasta, a B2C Android and iOS e-commerce platform for car servicing, repair, accessories, warranty, and roadside assistance, delivered through partner garages and doorstep service via Raasta Vans.
• Owned product vision, roadmap, and execution, aligning customer experience, operational workflows, and business outcomes across digital and field operations.
• Defined and executed user acquisition, engagement, and retention strategy, leveraging data-driven insights using Google Analytics and Firebase.
• Partnered closely with engineering, design, marketing, and operations to build and maintain a prioritized product backlog and deliver high-impact customer experiences.
• Actively led Agile delivery practices, including daily stand-ups, sprint planning, reviews, and retrospectives, ensuring predictable and high-quality releases.
• Executed first-level UAT and coordinated final UAT with business stakeholders to ensure functional accuracy and readiness for launch.
• Led payments and communications integrations, including Razorpay for transactions and telecom partners for SMS and WhatsApp notifications.
• Designed and launched an internal operations portal for job card creation, order fulfillment, and service execution tracking.
• Integrated with Stockone, a SaaS-based digital warehousing and supply chain planning platform, enabling scalable inventory and fulfillment operations.
• Introduced and scaled a CRM platform to manage leads, orders, and customer lifecycle across digital and offline touchpoints.
• Owned business planning and GTM execution, including financial modeling, revenue projections, partnerships, branding strategy, digital and offline marketing initiatives, corporate presentations, and hiring plans and build team of 80.

Oct 2019 – Jan 2021 · 1 yr 3 mos · Gurugram, Haryana, India · On-site

• Led the end-to-end launch of a Spares Marketplace serving both B2B retailers and B2C consumers, enabling discovery, purchase, and fulfillment of automotive spare parts and accessories at scale.
• Defined the overall product vision, strategy, and roadmap, owning the customer journey across mobile web, Android, and iOS applications.
• Translated business requirements into wireframes, prototypes, and detailed product flows, working closely with engineering to design efficient and scalable solutions.
• Integrated with Stockone, a SaaS-based digital warehousing and supply chain planning platform, enabling agile inventory management and scalable fulfillment.
• Designed and operationalized call center workflows for spare parts and accessories lead handling, improving responsiveness and conversion.
• Owned customer engagement, retention, and lifecycle optimization, continuously improving the end-to-end user experience.
• Drove data-informed product decisions using Google Analytics and Firebase, analyzing user behavior, drop-offs, and engagement patterns to inform product and marketing strategies.
• Achieved significant growth outcomes:
• Increased Monthly Active Users from 30% to 80%
• Improved user retention to 60%
• Boosted page views by 200%
• Increased average session duration from 1:05 mins to 2:15 mins
• Owned the in-house CRM platform used by 200+ agents, driving improvements in lead conversion and agent efficiency.
• Led development of a real-time, customizable auto-dialer for lead prioritization and introduced a booking amount feature, resulting in a 50% increase in conversion rate.
• Conceptualized and delivered key platform capabilities including:
• Escalation & issue management module
• Live order tracking
• Chatbot-based customer support
• Advanced search across app and web platforms
• Implemented and scaled search functionality across the GoMechanic App, GoMechanic Spares App, and Website to improve discovery and conversion.

Oct 2018 – Oct 2019 · 1 yr · Bengaluru, Karnataka, India

• Worked on End to End management of B2C Rider / Delivery App features – Revamped Help Section which helped organisation to reduce ticket size by 50% and manpower of CC team. Whatsapp chatbot support, Partner retention and reward Program for delivery partners.
• Fake remark visibility on the internal portal and B2C App which lead to reducing fake remarks from 50% to 3%.
• Build automated dashboards and reports to drive awareness and understanding of key metrics and experiment results for the growth of Hyper-local Clients majorly Swiggy and E-Commerce Retail Clients.
• Enhanced track order, manifest generation, invoices, labels, warehouse processes on internal portal. Integrated with cleartax in order to create waybill and gst verification.

May 2015 – Sep 2018 · 3 yrs 4 mos · Gurgaon, India · On-site

• Setup Google Analytics, created custom reports, Mix panel & Firebase Data Analysis to increase engagement, retenSon, segmentaSon, creating funnels and analyzing user behavior & their actions.
• Created a go-to-market plan
• Product planning and design (including writing PRDs) of B2C
• App Features – Leaderboard, Quiz challenge, News Feed, Chat support, Ticket Management System. End to end sprint planning, wire-framing, pre and post-release review and analysis, A/B Testing.
• Developed Stones2milestones, F-ast, Freadom, WOWConnect websites single handedly. Managed AWS server.