Pankaj Parihar

Director of Engineering

Bengaluru, Karnataka, India20 yrs 3 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

15+ years in product management and customer experience.
Proven track record in launching tech-enabled products.
Expert in building high-performing teams and driving growth.

Stackforce AI infers this person is a SaaS and Healthcare product management expert with a strong focus on customer experience.

Contact

Skills

Core Skills

Customer Experience ManagementProduct ManagementCustomer ExperienceOperations ManagementSoftware LicensingTechnical Support

Other Skills

Achieving Your Highest PrioritiesBuilding Leadership TeamsCRMCross-functional Team LeadershipCustomer Journey MappingCustomer Relationship Management (CRM)Customer Satisfaction (CSAT)Customer Service LeadershipCustomer Service ManagementDebuggingEDAFlexLMHandle Multiple PrioritiesHelping Clients SucceedITIL

About

Forward-thinking and execution-driven leader with 15+ years of experience driving excellence at the intersection of product management, customer experience, and operations. Proven success in building and scaling tech-enabled products, transforming support systems, and launching customer-focused strategies that elevate satisfaction and revenue. Experienced in structuring teams from ground-up, designing data-driven KPIs, and creating feedback loops that influence product innovation, users delight and drive growth.

Experience

20 yrs 3 mos

Total Experience

2 yrs 6 mos

Average Tenure

4 yrs 4 mos

Current Experience

Jar

Director, CX

Feb 2022 – Present · 4 yrs 4 mos · Bengaluru, Karnataka, India

Define and lead the CX strategy across all product lines (Gold Saving, Nek, Insurance, and Lending), implementing service frameworks that ensure consistent, high-quality user experiences.
Ensure seamless support for over 1M daily transactions by maintaining scalable, empathy-driven CX systems—driving higher CSAT and reducing issue recurrence.
Oversee customer service operations across multiple product launches; partner cross-functionally with technology, product, and finance teams to streamline workflows and enhance delivery through integrated user feedback.
Recruit, coach, and scale a high-performing team of 30+ professionals, while implementing training initiatives that boost productivity and elevate service quality.
Develop KPIs and succession plans to exceed service targets and nurture future leaders within the team.
Drive proactive support initiatives that maintain average CSAT above 75%, fostering customer empathy and a resolution-focused service culture.
Serve as the Grievance Officer, promoting a user-first mindset and ensuring swift, empathetic resolution of complex customer issues.
Initiate customer-centric programs such as “User Day” and “Know Your User” sessions to capture actionable feedback and strengthen alignment between product and user needs.

Customer Journey MappingCustomer Service LeadershipCustomer Service ManagementCustomer Experience ManagementStrategic ThinkingBuilding Leadership Teams+3

Myupchar.com

AVP - Product & Ops

May 2019 – Feb 2022 · 2 yrs 9 mos · New Delhi Area, India

Product & Business Leadership:
Led the launch of myUpchar B2B Chemist App, driving ₹300K daily sales in 4 months.
Scaled teleconsultations from 600 to 3,000 daily; built medicine operations from 10 to 1,200+ daily orders with a team of 20+ pharmacists.
Growth & Revenue Expansion:
Developed user personas for 4M+ customers, enhancing support systems.
Optimized supply chain, achieving 1,000+ daily shipments and scaling revenue from ₹200K to ₹25M/month.
Team & Operations Management:
Managed a cross-functional team of 100+ professionals, optimizing resources, streamlining operations, and driving accountability across departments.

Customer ExperienceProduct SupportOperational ExcellenceProduct LaunchBuilding Leadership TeamsProduct Management+2

Platina software pvt. ltd.

AM Product

Nov 2017 – May 2018 · 6 mos · New Delhi Area, India

Responsible for multiple products, track progress and identify and correct any delays in rollout.
Manage the pre-sales (Plan, schedule, track and manage Platina’s products demo, trials, RFI/RFP) and after-sales activities (Support docs and trainings).
Manage the customer support and timely resolution of all the support tickets in ZenDesk.
Work as a Product evangelist and solve customer unique use-cases through product.
Responsible for Delivering excellent experience to customers while on-boarding them on SkillPoint.
Managed overall relationship with all clients, which include: Increasing adoption, ensuring retention, and satisfaction.

Software as a Service (SaaS)Customer ExperienceOperational ExcellenceCustomer Satisfaction (CSAT)

Betaout

Product Manager

Oct 2016 – Apr 2017 · 6 mos · Noida Area, India

Product roadmap planning; features conceptualization & prioritization.
Coordinate with Design, DEV, GUI and QA teams to gather estimates and roll-out planning.
Current Product Feature Improvement planning and setting bug fixing priorities.
Defined and managed the product support and process , reviewing product feedback from customer success team and fit these requirements in to new Product features.
Managed the partnership program.

Software as a Service (SaaS)

Paintads

Co-Founder

Feb 2016 – Sep 2016 · 7 mos · New Delhi Area, India

Start-up LeadershipCustomer Journey MappingOperations ManagementOperational ExcellenceProduct ManagementCustomer Satisfaction (CSAT)

Synopsys inc

Assistant Manager - Licensing Operations

Aug 2015 – Jan 2016 · 5 mos · Noida Area, India

Responsible for Global Licensing & Orders operations for Atrenta's Products.
Helping Synopsys Order management and licensing Team to understand and integrate ATRENTA’s Worldwide Licensing operation in Synopsys's Process.

Operations ManagementOrder ProcessingProduct SupportOperational ExcellenceSoftware LicensingCustomer Satisfaction (CSAT)

Atrenta

Assistant Manager - Licensing Operations

Apr 2006 – Aug 2015 · 9 yrs 4 mos · Noida Area, India (ATRENTA was acquired by Synopsys Inc in August 2015)

Managing ATRENTA’s Worldwide Licensing operations including fulfillment, license compliance, contract analysis and sale support.
Responsible for order booking activity including development and implementation of order fulfillment policies and guidelines.
Managed and planned process for migrations of global customers to new licensing upgrades.
Handled the Acquisition of NextOp Software licensing and its integration/merger in ATRENTA’s process.
Providing complete license related issue support to Worldwide customers, R&D and internal support team. Help them in license debugging and new feature verification.

FlexLMOrder ProcessingCustomer ExperienceOperational ExcellenceSoftware LicensingCustomer Satisfaction (CSAT)+2

Webplains information systems

Technical Support Engineer

Jun 2004 – Apr 2006 · 1 yr 10 mos · New Delhi Area, India

WebPlains Information Systems is a Delhi based Software Company dealing in HRIS and Recruitment Management Solutions .Our SkillPoint family of staffing management software is one of the leading product in domestic market.
Key Result Areas:
Installing, Testing & configuring SkillPoint Server at clients network.
Creating User Database, Configuring Client tools and porting the User Data.
Configuring security settings and Access permission in co-ordination with clients IT Staff.
Define and Explain Administrative tasks like Database backup Day-to-Day application handling to Clients admin team.
Managing key accounts as single point of contact for all issues pertaining to SkillPoint Usage.
Identifying and rectifying the issue over phone line, email or by using Citrix remote support tools like GoToAssist or GoTomeeting.
Explain the functionality or feature set of SkillPoint in contest of clients Workflow and usage pattern.
Preparing & updating documents related to Clients Support call history to ensure fast resolution of problem and quick turn around time.
Maintaining schedule of License, up gradation etc.
Providing End User Training & Administrative Training to Clients team.