Prashant Sinha

Program Manager

Gurugram, Haryana, India11 yrs 9 mos experience

Most Likely To SwitchAI Enabled

Key Highlights

Over 7 years in Technology and Management Consulting.
Led groundbreaking projects at Uber enhancing user experiences.
Pivotal role in transforming organizations at Deloitte.

Stackforce AI infers this person is a Technology and Management Consulting expert with a focus on user experience and operational strategy.

Contact

Skills

Core Skills

Program ManagementProduct ManagementManagement ConsultingService DeliveryStrategyMarketingData Analysis

Other Skills

Chat UI/UX ImprovementsConversational AI ChatbotGlobal Channel StrategyDriver Onboarding SupportDriver Accounts and Payment SupportChat Platform ImprovementsChat UI/UXUser Experience DesignConversational AIChatbot DevelopmentChannel StrategyGlobal OperationsOnboarding StrategyUser SupportCustomer Support

About

Welcome to my LinkedIn profile! I'm an accomplished and result-driven professional with over 7 years of experience in the Technology and Management Consulting domains. As a Program Manager at Uber Technologies, I have spearheaded and delivered groundbreaking projects that have revolutionized user experiences and achieved significant business goals. My expertise lies in crafting and executing strategies, driving complex programs, and optimizing operations to foster impactful outcomes. At Deloitte Consulting, I played a pivotal role in transforming organizations through innovative customer service delivery strategies, operating model enhancements, and substantial cost reductions. I thrive on challenges and am passionate about creating lasting positive change. I have completed my MBA in Marketing from SP Jain Institute of Management and Research, Mumbai and have a Bachelor in Technology. I'm passionate about solving complex problems, building future strategies, football, and reading.

Experience

11 yrs 9 mos

Total Experience

3 yrs 11 mos

Average Tenure

4 yrs 7 mos

Current Experience

Uber

2 roles

Program leader, Global Product Planning and Operations

Sep 2023 – Present · 2 yrs 7 mos

Senior Program Manager, Service Experience

Sep 2021 – Sep 2023 · 2 yrs

Chat UI/UX Improvements: Ideated and led the global effort to identify gaps in the chat user experience for earners and consumers. Prioritized and drove the development and rollout of features like avatars, hyperlinks, and banners, resulting in improved customer satisfaction and chat resolution rate.
Conversational AI Chatbot: Managed the end-to-end launch of various conversational AI chatbots for Uber Eats customers and delivery personnel. Partnered with the product team to improve the chatbot architecture/platform, reducing the time-to-development for non-NLP bots.
Global Channel Strategy: Developed a comprehensive channel strategy for addressing live trip issues for consumers and earners, ensuring consistency globally.
Driver Onboarding Support: Played a key role in launching products and features to facilitate seamless onboarding for drivers and delivery partners. Introduced onboarding chat support in different regions, driving improvements in the first trip rate and conversion rate.
Driver Accounts and Payment Support: Devised and executed various use cases to provide timely support to high-intent earners (drivers) for issues like lost items and sign-in problems.
Chat Platform Improvements: Identified and executed platform improvements to enhance chat as an effective support channel. Launched self-configuration capabilities for chat, implemented an ML-based wait time model, and issue selection capability for onboarding chat

Chat UI/UX ImprovementsConversational AI ChatbotGlobal Channel StrategyDriver Onboarding SupportDriver Accounts and Payment SupportChat Platform Improvements+2

Deloitte

Senior Consultant, Strategy & Operations

May 2016 – Sep 2021 · 5 yrs 4 mos · Boston | Chicago | Gurgaon

Selected Project Include -
Customer Service Strategy design for Fortune 30 Insurer (Bloomington, IL)
Operating model and service delivery transformation of the analytics organization of a leading P&C Insurer (Boston, MA)
Strategic Cost Reduction and Operating Model Transformation of a major US based milk and dairy product manufacturer (Dallas, TX)
Post-Close Customer Engagement Center Strategy for the largest hospitality chain after its acquisition of a major competitor (Bethesda, MD, San Antonio, TX, Salt Lake City, UT, Washington DC)
Re-design Service Delivery model of a $10 B health care major by outsourcing finance & accounting functions (Deal size : 250 FTE)
Designed & deployed operational processes for customer contact center (inquiry, quote, enter & validate order) of a healthcare giant
Developed market entry strategy for a Triple play telecom company based out of Mexico

Customer Service StrategyOperating Model TransformationCost ReductionMarket Entry StrategyManagement ConsultingStrategy

Axis bank

Marketing Internship

Aug 2015 – Oct 2015 · 2 mos · Mumbai, Maharashtra, India

Topic: Identify merchant segment and develop value added services/features for the next generation point of sale device
Conducted in-depth interview of 46 merchants/business owners in 10+ categories (Hypermart, petrol pump etc.) across 4 major cities
Segmented market into various merchant segments, defined segment characteristics and identified stated and unstated merchant needs
Devised services/features for PoS device to improve the merchant adoption; performed feasibility analysis to identify potential features
Result: Recommended a phase wise launch plan for the potential segments identified, piloted one of the feature, suggested the rental model

Zs associates

Business Associate

Jul 2012 – May 2014 · 1 yr 10 mos · Gurugram, Haryana, India

Responsible for analyzing KPI trends of the drugs through primary research of physicians and patients in 5 European markets
o Developed quantitative questionnaires and coordinated with 2 market research agencies (US and EU based) to conduct interviews
o Developed a system for report creation which resulted in a saving of ~ $35,000 and 25+ man hour per report per cycle
Studied and evaluated the impact of pipeline drugs on marketing and positioning strategies of 4 blockbuster drugs in client portfolio
Mentored 10+ new incoming associates to impart knowledge on proprietary software resulting in their smooth onboarding

KPI AnalysisMarket ResearchMentoringData Analysis

Tata steel

Management intern

May 2011 – Jul 2011 · 2 mos · Jamshedpur, Jharkhand, India

Worked with the condition monitoring department for identification of the problems associated with the new acoustic emission system implemented in the LD1 and LD2 vessel.
Suggested the recommendation for the problems and ways to implement the similar system on the other vessel