Jul 2024 – Sep 2025 · 1 yr 2 mos

• Transitioned from engineering via Swiggy’s internal PM program. Led initiatives in Location Intelligence, Customer Support, Order Tracking, and Genie.
• Customer Support: Looked after the product side of the first wave of Gen-AI initiatives in customer support, delivering immediate cost efficiencies and, I hope, contributing to the early steps of what may grow into Swiggy’s AI-powered support.
• Location Intelligence (Addresses): Worked on revamping how customers create addresses, adding interventions to reduce the chances of incorrect orders. In parallel, explored product solutions for delivery partners - including ways to use existing Swiggy address data to help them unblock and complete deliveries more easily, with less reliance on external support.
• Order Tracking: Focused on ensuring transparent communication on the tracking page, running experiments aimed at reducing customer anxiety with clearer order updates. In parallel, worked on product interventions to make order management easier - including simpler ways to track progress and share order information.

Sep 2022 – Jun 2024 · 1 yr 9 mos

• Led the rebuild of the Delivery Partner's onboarding app experience - redefining how new partners sign up, upload documents, and get activated. With hiring always a top priority, this flow became critical in reducing turnaround time from interest to activation. Built it to be fully configurable, evolving through multiple iterations to adapt to the varied hiring requirements across India.
• Contributed to the foundation of the app by shaping the building block structure of UI components, defining reusable patterns that framed how future features would be developed.
• Shipped a broad set of experience improvements, from behind-the-scenes enhancements like OTA update reliability and deep link support to visible changes like nudges for shift selection, contextual frameworks guiding partners on handling specific orders, and a transparent governance system that gave clear visibility and understanding when issues occurred.