Aug 2022 – Apr 2023 · 8 mos · Bengaluru, Karnataka, India

• Heading product for the Consumer Experiences (CX) vertical, managing 3 teams working on critical areas such as consumer app home page, accounts & profile, order management and global search
• Owning vision & strategy; OKRs & metrics; roadmap and delivery for all CX teams
• Leading cross functional effort on salient projects such as Home redesign, Unified Identity & Auth; and supporting strategic company efforts around monetization via Ads and new service launches
• Supervising 3 PMs, enabling them to independently manage their own charters, prioritization & execution of complex projects. Mentoring them on frameworks, processes & best practices in product & agile project management
• Snapshot of solutioning of key projects, along with impact:
• Implementation & fine tuning of WAF-based security measures, resulting in 70% reduction of costs (approx. $345k USD savings during June - Dec '22)
• Overhaul of Customer Owner system (the backbone of Gojek consumer app), including the successful migration of ~50 APIs to a new tech stack, delivered through 6 milestones. Supports scaling to 10x traffic, with 30% improved latency for APIs. Savings of around $8k USD per month in terms of infrastructure costs
• Conceptualization & validation of an 'explore' feature / guest mode for users. Experimentation ongoing, analysis pending

Jul 2021 – Jul 2022 · 1 yr · Bengaluru, Karnataka, India

• Managed the consumer onboarding & activations charters on the Gojek consumer app (includes identity experiences such as signup; and growth/conversion metrics), along with strategically important metrics such as activation rate
• Achieved a ~70% increase in consumer activation rates (by influencing key input metrics such as install to signup and signup to first booking conversion rate) and an all-time high signup completion rate at 60%+
• Executed 10+ experiments (backed by User Testing with concept prototypes)to establish and roll out a stable and intuitive signup flow for consumers. Also audited and vastly improved the instrumentation infrastructure
• Rolled out new flows to capture active consent from consumers for compliance, achieving a
• 40% capture rate from active users
• Introduced enhancements to signup & account deletion flows to control abuse, led to blocking of ~90% of fraudulent requests, with FPs (measured through CCU tickets) within threshold

Apr 2020 – Jun 2021 · 1 yr 2 mos · Bengaluru, Karnataka, India

• Led the Ticketing Platform charter, part of Care Experiences team.
• Detailed out the strategy and roadmap for platformizing issue resolution for Gojek customers across products (transport, food, logistics and so on)
• Defined and owned critical OKR metrics around Care cost optimization and consumer experience
• Platformization - Conceptualised and led the launch of "Grand Arbitrator": a no-code, self-serve automation workflow portal. This enables a wide user base (including non tech users) to easily create automations independently.
• Issue Prediction - Rolled out ML based issue prediction models for email & low rating tickets, aiding in increased automation & deprecation of email channel
• Further improved CX via increasing ticket automation coverage through the implementation of generic cross-cutting resolution workflows, leading to massive cost savings around CCU operations. Impact on key metrics is below:
• Increase in automation rate for consumer issues in Indonesia market from 21% to 44%
• Increase in automation rate in Thailand and Vietnam markets to ~20% (up from 0%) & ~32% (up from 23%) respectively
• Other initiatives:
• Revamp of order rating experience: Defined UI flows and finalized the wireframes, ready for development
• Supported launch of Chatbot as a ticket channel, and App Ratings Widget on consumer app

May 2019 – Mar 2020 · 10 mos · Bengaluru, Karnataka, India

• Responsible for Ticket Automation initiatives under Care Platform group
• Launched 20+ ticket automation workflows & enhancements, completely automating the resolution of 72% of all tickets (across user types - customers, drivers & merchants) in Indonesia. These have led to
• Cost savings of over 78.5 Billion IDR for Gojek
• 45% drop in tickets with L1 agent involvement
• Conceptualised and rolled out a DIY mechanism on the app for drivers to check their performance and other key stats
• Expanded the automation suite to Singapore & Vietnam
• Developed an innovative solution with IVR integration to resolve top ticket drivers for the Singapore Ops & Care organization, helping to achieve 80% automation; and deprecation of phone support

Jun 2017 – May 2019 · 1 yr 11 mos · Bengaluru Area, India

• Owner of Zeta Tax Benefits suite - Portal for corporate HRs to run and manage various benefit programs for their employees
• Owner of Report Centre - Dashboard for all data & reporting needs of corporates. Managed its complete overhaul and added multiple generic & corporate specific reports to it
• Led roll out of ‘Select Gift’, digital brand vouchers product within the Zeta Spotlight suite (Corporate gifting, rewards & recognitions platform)
• Pioneered product analytics initiatives: Zeta Tax Benefits product completeness, Product Health Dashboard

May 2016 – Jun 2016 · 1 mo · Bengaluru Area, India

• Unanimously selected as Furdo Summer Intern of the year 2016 for improving lead generation & conversion effectiveness
• Provided recommendations for increasing user engagement & lead generation, resulting in 15% improvement
• Reduced cost per lead (CPL) by 55% by suggesting a mechanism for targeted advertising on social media
• Decreased website exits by 10%; analysed impact of layout, content on visitor by studying user interaction
• Undertook online customer survey to determine the reasons for non-conversion of leads/design consults into full implementation

Jun 2013 – Sep 2015 · 2 yrs 3 mos

• Retail Product Development
• Contributed to the ideation & development of a Retail Product Tool for boutique apparel stores, 2–6 cr. rev. p.a.
• Generated key business insights to improve sales by analysing POS data; cost savings to the tune of 5 lakhs
• Evolved a pricing & marketing strategy for the retail product, undertook market research across 10+ retailers
• Software & Innovation
• Fabricated a dashboard for monitoring 2000+ stores for a $100 billion company in the United States
• 12% increase in online customer engagement, conversion rate up from 2% to 35% for smart phone users
• Sales increase by 44% forecasted, greater online customer interaction through new content and platform
• Redefined consumer experience for target segment, ₹1 mn multiplex chain; developed online pre-booking service
• Increased signups by 20% & Reduced drop offs by 12% by enhancing web portal of International Telecom Assoc.
• Recommended change in email provider for A$750 mn company, delivery time for 3 million + emails down by 83%

Jan 2013 – May 2013 · 4 mos

• * Received a PPO for my exemplary performance and making an impact during the internship