Nov 2023 – Nov 2024 · 1 yr · Noida, Uttar Pradesh, India · On-site

• Led Product Team & $20+ Million P&L for B2B Distribution business unit for Hotel Industry.
• Top hotel chains (e.g. Marriott, IHG, Hilton, Wyndham, Choice, Accord etc) of the world were customers of our Distribution product
• Our Distribution product involved complex technology stack integrating 500+ hotel chains (Large, Medium, Small) & thousands of independent hotels (enabling total of 110+K properties) with 500+ demand channels (comprising of Global & Regional OTAs, Bedbanks, Meta Searches, Wholesalers etc). Powered, $5 Billion worth of annual booking for hotel rooms across the world.
• Led strategic efforts closely with Booking.com, Expedia.com, Agoda.com, Makemytrip.com etc prominent OTAs in bringing newer consumer centric features and experiences through our Distribution Tech Stack with hotel chains.

Aug 2021 – Jun 2023 · 1 yr 10 mos · Noida, Uttar Pradesh, India

• Led a team of PMs, DAs for managing shopping/buying experience for Myntra users and customers.
• Product ownership covered end to end conversion funnel starting from getting quality user traffic (Martech, CRM), merchandising, category and brand pages, search, product listing pages, PDPs, Cart, Wishlist, Checkout and Payments till order confirmation. Also includes horizontal platforms and the experiences, Myntra App, Web, mWeb, Personalization, Recommendation, Social Commerce, UGC, Loyalty, Gamification, Monetization.
• Co-owned (along with business teams) core organization level business metrics - GMV, Net Revenue, Profitability, MAU/DAU, MAC, New Customers, Repeat Customers, RPU, Engagement etc

Sep 2018 – Aug 2021 · 2 yrs 11 mos · Noida Area, India

• We at Paytm are aiming to bring half a billion Indians in the mainstream economy of India by building path breaking payment and financial solutions for every one.
• As a part of the above vision and being a senior leader in products, Nitin has extensively contributed across multiple products and platforms in Paytm group. He has also worked directly with the founder of Paytm and other CXOs & Presidents of Paytm organizations.
• He conceptualized and led the efforts of kick starting Lending platform at Paytm including Paytm's own Credit Score Platform for consumers.
• Lending platform enabled various financial products for consumers.
• Financial products - Check and Track Credit Reports (from Credit Bureaus e.g. CIBIL, Experian), Personal Loan, Home Loan, Business Loan, Auto Loan etc Enabling both financial partners and Paytm's own financial products e.g. Postpaid, Co-branded Credit Card etc
• End to End Marketplace - Recommendation and discovery of personalized financial products for consumer, complete onboarding to avail a financial product, post-approval & disbursal - manage, track and payback loan.
• Nitin was then trusted with responsibility to revive "Payment Products for SMEs". Nitin built innovative solutions which now help thousands of startups, offline establishments, professionals, freelancers, home entrepreneurs etc to start collecting online and remote payments.
• Currently, Nitin is leading products for Consumer Payments across 25+ use cases - Recharges, Utilities payments, Rent Payment, BFSI Payments, Education Payments, Subscriptions etc
• Nitin has been instrumental in creating new product lines, building and mentoring large Product teams to deliver complex products/platforms.

Oct 2017 – Sep 2018 · 11 mos · Noida Area, India

• Easypolicy.com has been 2nd leading Insurance Aggregator in India.
• Nitin led Product, Technology, Data Analytics and Content functions to make Easypolicy #1 destination for customers to get educated, compare and buy insurance online.
• He managed multiple product lines - B2C Web & Apps, B2B platform for offline agents and partners, CRM and Lead management system for Online sales team, Core Insurance Aggregation platform integrating with 18+ insurance companies.
• His efforts resulted in more than 10% month on month business growth, new partnerships with Insurance companies and offline partners.

Jun 2016 – Oct 2017 · 1 yr 4 mos · New Delhi Area, India

• Nitin conceptualized and developed Inter-city and intra-city real-time community-based car-pooling platform
• Platform included Android app (with Live tracking and Social Media Sign-in), integration with Paytm & Mobikwik wallets & PGs
• He bootstrapped the started and build whole platform with 4 young engineers. He self-trained on Android and coded most of the app
• Interviewed 1000+ daily commuters, engaged with 60+ organizations for corporate carpooling in Delhi NCR.

Oct 2014 – Jun 2016 · 1 yr 8 mos · Gurgaon, India

• Responsible for end-to-end post-order customer experience at snapdeal
• Played an instrumental role in making Snapdeal a CX-centric company by working closely with multiple other functions – CXOs, Data Science, Logistics, User Growth, Seller Team and Categories.
• Was accountable for reduction in Contacts Per Order, NPS, Issue Resolution, increase in Self-Serve Usage through all front-ends including App, Web, mSite & IVR.
• Led the product line for Post-Order Customer Experience - Self-Serve platform on all front-ends including IVR, Order tracking system, Unified Communications Platform – SMS, Email and Notification, Post Order Management System to handle returns, Replacements and refunds, Risk and Fraud Management System & several processes
• Reported to CPO. Managed a team of 25.
• Inculcated the practice of regularly listening to customer complaint calls and talking to customers in my team. Resulted feedback became ‘Voice of Customer’ input for top leadership to plan strategies.
• Seeded & led 3 new products – Unified Communication System, Customer Rating and Profiling, Contextual Online Help & trouble shooting for customers
• Led projects which drastically altered the bad experience of customers – Handling of order failures because of internal process gaps, Order Monitoring & Alarm Mechanism, Automation of several offline processes
• Introduced several new internal metrics to measure different aspects of Customer Experience – Perfect Order Rate, Self-Serve Usage Rate, Customer Effort Score, Real-Time Resolution Rate
• Achieved India’s first real-time IMPS integration in eCommerce
• Guided efforts in reducing frauds in ordering, returns, refunds.
• Reduction in customers complaints by leading efforts on catalogue, product listing and ordering process improvements

Oct 2008 – Sep 2014 · 5 yrs 11 mos · Gurgaon, India

• Head of Product Management & Partnerships for Mobile VAS solutions.
• Managed Mobile Products around Music & Video Platform, Mobile Infotainment Platform, CRBT, Digital Content Portal, Value Added Solutions in a Product Unit of 200+ people & $20 Million business
• Led new product Initiatives involving internal and partner’s products – Music Streaming App, All-in-one Infotainment App. Led efforts in complete user journey, UX/UI, features, catalogue, integration with social networks, payments.
• Acquired new deals worth $15 Million, including from international Telecom Operators in Indonesia, Georgia, Fiji, Saudi Arabia, Philippines, Egypt, Bangladesh, and Nepal. Led efforts from initial pitch till contract negotiation & signing.
• Filed 3 patents
• Championed the model of product development outsourcing in reducing cost and risk

Jun 2006 – Sep 2008 · 2 yrs 3 mos

• Head of Delhi Office and Head of Product & Partnership Management
• Established Delhi office, created and managed a local team.
• I was responsible for complete management of Fixed Mobile Convergence product line, which included SIP based end-to-end solution supporting Symbian, Windows Mobile, Blackberry handsets. I drove functional and system requirements, UI/UX, solution packing, pricing, roadmaps, managing partners and giving solution proposals to customers.

Apr 2005 – Jun 2006 · 1 yr 2 mos

• Was responsible for
• 1. Identifying areas in Mobile Terminal/Handset domain to build expertise, which could be revenue generating
• 2. Identifying key geographics and potential customers for selling Mobile Terminal products and services
• 3. Achieving revenue topline and bottomline for the Mobile Terminal Business Unit
• 4. Managing accounts in terms of achieving committed business goals and increasing business from the account

Aug 2003 – Apr 2005 · 1 yr 8 mos

• Team management, technical guidance to the team, software architecture, design and development, project tracking, technical guidance to business & sales team

Jun 1999 – Aug 2003 · 4 yrs 2 mos

• Design, development and testing of Products, mentor to young engineers
• Started as a software engineer and grew to a Technical Leader position in 1.5 years
• Design & Development of MGCP, MEGACO, SIP, Push To Talk within VoIP Solution