Dec 2022 – Aug 2024 · 1 yr 8 mos · Bengaluru, Karnataka, India · On-site

• Heading Customer Experience cloud and Vertical Products - Education and Healthcare in India and USA. Leading Product management, Design and Research teams.
• 𝑪𝒖𝒔𝒕𝒐𝒎𝒆𝒓 𝑬𝒙𝒑𝒆𝒓𝒊𝒆𝒏𝒄𝒆 𝒄𝒍𝒐𝒖𝒅
• 2X customer & 2.5X revenue growth on Lead self-serve portal products through a series of product enhancements, integrations, and extending it to
• ► Newer use cases in BFSI, Healthcare (Credit card, Loan origination and refinancing, Referral agent)
• ► Newer geography – US Education (Student portal) and Healthcare (Patient portal)
• Launched 3 new revenue generating products – Landing pages, Document designer, and Form widgets; which constituted 15% of revenue, while adding 200+ new customers.
• 𝑽𝒆𝒓𝒕𝒊𝒄𝒂𝒍 𝑷𝒓𝒐𝒅𝒖𝒄𝒕𝒔
• Leading outbound product management function and taking care of Product strategy and roadmap, GTM efforts for Education & Healthcare verticals. Boosted sales, feature adoption, and decreased churn through various initiatives:
• ► Core stories, and curated demos for various persona in each customer segment
• ► Catalog of demo ready links showcasing product capabilities tailored to each industry
• ► Upskilling business teams through trainings and certifications
• ► Competitor analysis, product repositioning

Jul 2022 – Nov 2022 · 4 mos

Nov 2021 – Jul 2022 · 8 mos

• 𝙃𝙚𝙖𝙙 𝙤𝙛 𝙈𝙖𝙧𝙠𝙚𝙩𝙥𝙡𝙖𝙘𝙚
• As part of the leadership team, I have been instrumental in running several org wide initiatives.
• ► OKR champion - Drive alignment, execute strategy, set OKRs & help teams be outcome driven
• ► Anchored PRD, BRD templatization, and design principles to bring rigor into our Product thinking.
• ► Lead the NPS measurement, and improvement initiatives across the organization.
• Own the entire Marketplace experience for “borrowers/originators” and “lenders/investors” - helping them discover right products and prospects. And, also simplify the overall journey of value discovery and delivery.
• ► Put down the Marketplace Vision document, with a detailed breakdown of goals and initiatives to create a 18 month product roadmap.
• ► Led a team of PMs spread across 5 PODs - Growth & onboarding, Investor experience, Borrower experience, and Core platforms.
• Won the following annual awards:
• 🏆 Dream Team of the year - Team award
• 🏆 “Team First” value award
• 🏆 Brand ambassador
• 🏆 King of positivity - voted by peers

Jul 2021 – Nov 2021 · 4 mos · Jakarta, Indonesia

• 𝙂𝙤𝙎𝙚𝙣𝙙 & 𝙂𝙤𝙎𝙝𝙤𝙥
• GoSend services help with last mile delivery services for customers and businesses alike, and GoShop lets customers shop anything from anywhere. I led the vision and product roadmap for both consumer and driver apps as we started strengthening and scaling our logistics products, while gearing towards IPO

Jul 2020 – Jul 2021 · 1 yr · Jakarta, Indonesia

• 𝙂𝙧𝙤𝙘𝙚𝙧𝙞𝙚𝙨, 𝙂𝙤𝙈𝙖𝙧𝙩
• GoMart lets customers buy instant Groceries from super specialty stores, minimarkets and supermarkets. Built core products and systems which helped us launch multi-merchant commerce. We onboarded 1000’s of merchant outlets in 3 months. 10X increase in sales in 6 months. Increased BCR by 6%, and maintained fill rates above 95% through various product initiatives.
• Led Product vision and roadmap for:
• ► Consumer Apps - Order Check out and post-order booking consumer journey
• ► Merchant Apps for order management and SKU, Order and Payment integrations
• ► Shopper app (for supermarkets), and Driver apps for GoMart
• Inventory, Order and Payment management systems, and associated platform integrations

May 2019 – Jun 2020 · 1 yr 1 mo · Jakarta, Indonesia

• 𝙈𝙖𝙥𝙖𝙣 𝙈𝙖𝙧𝙠𝙚𝙩𝙥𝙡𝙖𝙘𝙚
• Led Marketplace right from the inception stage with a team size of 30+ including Tech and PMs in 5 pods. Vision is to give consumers (in the bottom of the pyramid) equal access to goods and services, through a community of influencers. Key initiatives owned were:
• ► Led design and execution of “Social Buying” (Arisan) with zero inventory from the concept stage. Arisan helps our members realize their dreams through social savings.
• ► Own commerce vision & roadmap on the Social App. Mapan Social App empowers influencers to socialize, expand networks, share knowledge, and increase earnings by selling our product and service to their members.
• ► Decoupling logistics from legacy systems. Build adapters and vendor integrations. Separating logistics BU from our core business helped us scale, & bring in cost efficiencies
• Encouraged the mindset of "Working for the present, while keeping an eye on the future"
• ► Define Product strategy, Vision, Roadmap & OKRs.
• ► Outline major features with high-level designs, then delegate to PMs for detailed development.
• ► Conduct Service design and ideation workshops, to induct various Business and Tech teams.
• ► Analyze data and user behavior to define user experience and journeys.
• Own project charter and delivery. Manage stakeholders & drive decisions, to keep moving forward.

Sep 2015 – Apr 2019 · 3 yrs 7 mos · Bangalore Urban, Karnataka, India · On-site

• Built, managed and standardized Outbound Product Management practice at Tally. Led a team of Product Managers and helped Tally launch 2 major releases in the market. Our team won Best team of the year award for 2 consecutive years – 2017 🏆 and 2018 🏆
• 𝘾𝙤𝙢𝙥𝙡𝙞𝙖𝙣𝙘𝙚 𝙥𝙧𝙤𝙙𝙪𝙘𝙩 𝙧𝙚𝙡𝙚𝙖𝙨𝙚 – 𝙏𝙖𝙡𝙡𝙮.𝙀𝙍𝙋 9 𝙍𝙚𝙡𝙚𝙖𝙨𝙚 5.𝙓
• ► Owned Product strategy, sales and market adoption for a staggered product release in 15 states, and product relaunch in 11 states over a period of 18 months.
• ► Got myself into shoes of a salesman to identify frictions and built right product story
• 𝙂𝙎𝙏 𝙥𝙧𝙤𝙙𝙪𝙘𝙩 𝙧𝙚𝙡𝙚𝙖𝙨𝙚 – 𝙏𝙖𝙡𝙡𝙮.𝙀𝙍𝙋 9 𝙍𝙚𝙡𝙚𝙖𝙨𝙚 6.𝙓
• ► Led the research work for South zone, to understand customer behaviors & product requirements
• ► Owned feedback consolidation across all zones to derive insights and recommendations on “Who is our customer?” and “What is the right product and right messaging for them?”
• ► Helped the teams build Persona and Empathy maps for different kinds of users - Customers, Partner and Market influencers.
• ► Put together an exhaustive list of triggers and barriers for product adoption, and worked with Sales, Marketing teams for GTM planning.
• ► Owned Product validations across India during all the stages of Product development – VOC, Alpha, Beta and Preview. Acted as the Product custodian, owning release Go or No-Go decisions.
• ► In less than 2 months of product release, we had acquired more than 2 lakh new customers and migrated more than 5 lakh existing customers.

May 2011 – Sep 2015 · 4 yrs 4 mos · Bengaluru, Karnataka, India · On-site

• Led Support and New development for 2 product lines – PeopleSoft Time & Labour, Global Absence Management.
• ► Built a product which helps Customers automate their Employee Enrolments in Time and Attendance systems using minimal configuration.
• ► Took up the initiative and drafted a plan for Support development to improvise the existing process. Mentored a team of developers who were completely new to the product and made them actively engage in the Support Development. Bug backlog was reduced by more than 60% in 18 months.
• ► Built products in the areas of Data Analytics, User Dashboards, Interactive Reports for Employee and Manager self-service products on Mobile and Desktop.
• ► Did market and competitor analysis to put forward many ideas to Executive Teams to make our products more competitive. Smart TCD (converting a smartphone into a time collecting device) was one such idea.

Aug 2006 – May 2011 · 4 yrs 9 mos · Bengaluru, Karnataka, India · On-site

• Fit into various roles like Product owner, Onsite Coordinator & Developer for HRMS implementation in Tesco USA, UK, & Thailand retail stores. Highly appreciated by the US directors and received several Value awards 🏆 from the management for improvising the product and service delivery.
• One of the system solutions implemented resulted in huge savings – close to US$120,000 per annum. This Idea got shortlisted in the Top 4, at Tesco Innovation Summit 2010.
• ► Work with various business teams (HR, Payroll, Benefits, Recruiting, Store managers) onsite to gather requirements and prepare BRDs for offshore Development teams’ consumption.
• ► Monitor issues on the Service desk and ensure that all issues are resolved as per SLA.
• ► Generate periodic reports for incidents & change requests. Own RCA for failures and SLA breach
• ► Train and mentor teams. Define ways of working, roles & responsibilities of different teams.