Sep 2020 – Nov 2021 · 1 yr 2 mos

• I was responsible for two products - Sense’s flagship offering (Engage) and one of the new products (Referrals). My role involved ideation of roadmap, resourcing, ownership of delivery and GTM. Seamlessly transitioned the product ownership for Engage from SF to India. Thereafter created and led the product teams for Engage and Referrals. Hired a setup a team of 2 PMs.

Jan 2020 – Sep 2020 · 8 mos

• Owned the team’s delivery on the roadmap for Engage which is the major contributor of the company’s revenue. Ideated and launched on Sense Referrals in a record time of 3 months.
• Formulated the process of GTM between the product delivery team in India with customer facing teams in SF. Shipped multiple features for Engage for both business continuity as well as to grow revenue.

Jan 2018 – Aug 2019 · 1 yr 7 mos

• Hired and led a team of 3 PMs as the owner of Agent Experience team in Helpshift. Created, built and executed on Bots and Issue classification strategy for the new age customer service operations to complement Agents by minimising redundant tasks.
• Spoke at Helpshift’s annual summit to share the vision for BOTS at Helpshift with existing and potential customers.
• Set up templates for all Product and GTM team communication right from writing product artifacts like BRD, PRD, feature intros to internal teams and retrospectives after deliveries.

Jan 2017 – Jan 2018 · 1 yr

• Owned everything on Agent experience end and shipped high quality features which completed the Helpshift issue management product suite. Account Managed the biggest customer for Helpshift(ARR 1M+).
• Realised the main job of a manager is to make themselves redundant and started formalising processes around how to deal with communication during On-call and outage scenarios. This removed the single point of failure dependency on me.

Feb 2015 – Jan 2017 · 1 yr 11 mos

• I was an early part of the Product team at Helpshift and was involved in various projects which touched parts of the entire backbone of the workflow. Build workflows from scratch to support basic cases. When the customer base grew, evolved the basic flows into Smart Routing via queues.
• Was the product point of contact for On-call issues. Started account managing customers some of the top customers.

Dec 2013 – Jan 2015 · 1 yr 1 mo

• I was a part of Helpshift’s QA Engineering team. Created manual and automation(using Clojure) test specs for all the Product Specs.

Jul 2011 – Dec 2013 · 2 yrs 5 mos

• I was the owner of the automation and regression testing module of the product.
• Hands on experience in UAT, sanity and regression testing.
• In depth domain knowledge of corporate actions and trade processing.

Jan 2011 – Jun 2011 · 5 mos