Aug 2022 – Aug 2023 · 1 yr · Bengaluru, Karnataka, India · Hybrid

• Leading the Seller Experience pillar of Walmart International seller marketplace. Seller Care pillar focuses on providing frictionless experience to Sellers for Dispute Management, Returns, Seller communication, Seller Help & Support to get any of their concerns resolved in a convenient manner.
• Built a dispute management module for ~18k sellers (in Canada and Mexico) to raise disputes against faulty returns & track status of the disputes on Seller Center which will save around ~1.5 Mn USD in yearly unmonitored seller rejections and will reduce no of partner support cases by ~15% in FY’24.
• Launched seller return policies (e.g. conditional returns, keep-it policy, multiple return centers) enabling sellers to put up the return policy from their end for specific items thereby improving seller NPS by +5 points (QoQ).
• Leading the implementation of seller APIs for Chile marketplace which will automate inventory updates reducing the risk of overselling or running out of stock, streamline order fulfillment and enable multi-channel selling. This will lead to increase in number of sellers by 40% and increase in GMV by 25%.
• Building Quick Help feature for sellers of Chile, Mexico, and Canada marketplace (through Pendo integration) which will increase program/feature adoption rate by ~12% and increase seller engagement score.

May 2021 – Aug 2022 · 1 yr 3 mos

• Owned the product vision, roadmap, prioritization, and end to end execution of Claim Management module of Partner Center, which supports Microsoft partner incentive pay-outs to the tune of several billion dollars ($5.2 billion in FY’21)
• Designed and developed microservices-based AI platform to automate "Proof-of-execution" document validation capability for Partner Incentives Programs, thereby improving validation accuracy, scalability and pay-outs compliance.
• Drove the rollout of POE web crawler bot to automate Retail Offers Marketing PoE collection from MS partner websites for ~290 partners across North America, Asia, & LATAM, reducing claim processing cost by 15% & time by around 20%

Dec 2019 – Mar 2021 · 1 yr 3 mos · Hyderabad, Telangana

• Managed the 'e-Commerce' and 'Learning content enhancement' modules of an Edtech product. Focused on delivering awesome customer experience and useful product features on web and app.
• ● Conceptualized Smart Attendance module for Instructor-led training courses in the learning platform, which provides a paperless and faster way to mark attendance leading to reduction of significant administrative cost.
• o Conducted multiple customer meetings to understand pain-points; Analyzed market trends, performed competitive research, and gathered inputs from different teams to create the user stories by mapping key user scenarios
• o Collaborated with multiple cross-functional stakeholders (customers, engineering, PMO, design, marketing, and other business teams) to prioritize use cases and manage the journey from conception to launch.
• ● Managed Braintree payment gateway integration and revamped the checkout flow of the E-Commerce module leading to increase in average monthly revenue of customers from sale of online courses to their extended enterprise users e.g. partners
• o Envisioned how the integration will work and interacted with the partner team; Collaborated with design team to finalize the integration experience for the customers.
• o Led multiple scrum teams, conceptualized business logic, and created user stories; Coordinated with UX researcher for finalizing requirements design and specifications; Also measuring adoption and usage data via Matomo Analytics.

Aug 2019 – Nov 2019 · 3 mos · Bengaluru Area, India

• Managed an inventory management software and retailer storefront mobile app.
• Led the ideation, development and rollout of the promotion and gamification modules for retailer app Taikee leading to rise in customer engagement.
• o Conducted stakeholder interviews from business heads to retailers, to identify bottlenecks in the existing process; Created customer survey to understand customer pain point and collected information from retailers.
• o Ideated solution to increase mobile app adoption; Created roadmap and prioritized features for phased rollout; Liaised with design team to create user journeys and design wireframes; Groomed user stories with development team
• o Conducted A/B testing to maximize product efficiency and UX; Worked with analytics team to develop a conversion funnel(firebase) and a monthly product usage dashboard

Feb 2016 – Jul 2019 · 3 yrs 5 mos · Mumbai Area, India

• Managed an enterprise B2B SaaS product (Withholding Tax Manager) , which addresses all withholding tax (TDS) related compliance requirements of an organization, makes them audit ready and generates actionable insights.
• https://www.pwc.in/tax-knowledge-hub/navigate-tax/withholding-tax-manager.html
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• Created product roadmap, developed product requirement documents and prioritized the product backlog for development by engineering team;
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• Communicated product vision, use case scenarios and drove discussions with the UX (designed wireframes and process flows) and engineering teams to design and deliver features; Drove product releases of 2 versions as per roadmap.
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• Conducted market research, identified market trends and market size for creating new business opportunities
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• Coordinated with marketing team to develop marketing collaterals; Worked with pre-sales team and gave product demonstration to Fortune 500 companies leading to 14 customers; Gathered insights to feed future development plans
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• Designed self-explanatory and simple user journeys for end users and administrators, thereby reducing the reliance on user guides and training and completely revamped the product analytical dashboards which resulted in increased NPS.

May 2015 – Feb 2016 · 9 mos · Pune Area, India

• Digital Analytics:-
• Worked on Digital Marketing and Customer Analytics.
• Managed email marketing campaign for an American multinational software corporation across Americas, APAC and EMEA; analyzed campaign performance using Adobe Analytics to optimize campaign spend and improve ROI

Dec 2012 – Apr 2014 · 1 yr 4 mos · Kolkata Area, India

• Big Data:-
• Was instrumental in developing a unique Big Data based business platform known as Accenture Data Discovery (ADD), which helps clients from insurance, energy, financial sectors etc., to analyze rising data volume and derive valuable insights.
• Designed and implemented a prototype fraud detection module for ADD which proactively identifies risks in real-time to help financial services client(s) such as credit card companies, potentially save millions of dollars.
• Trained and mentored a batch of 25 new joiners, and helped them adapt to the nuances of Big Data technology

Dec 2011 – Nov 2012 · 11 mos · Kolkata Area, India

• Liaised with the marketing team and acted as an interface between them and project heads, during project initiation processes.

Aug 2009 – Dec 2011 · 2 yrs 4 mos · Kolkata Area, India

• Web portal Development:-
• Shouldered complete responsibility for the development and maintenance of key features of a Government-to-Citizen (G2C) web portal of a State Government in India(an e-Governance initiative worth ~₹ 6.5 crores)
• Handled various phases of SDLC including requirement analysis, designing and development, implementation (in J2EE), data management using SQL, and post-implementation support & managing client expectations
• Spearheaded the launch of a service for the online registration for M. Tech. courses offered by the State University
• Analyzed and mitigated cross-functional, inter-team communication challenges while dealing with ~15 stakeholders
• Prepared MIS Reports module of a Laboratory Information Management System for one of the leading healthcare MNCs leading to the complete automation of the reporting workflow of the diagnostic and clinical trials services offered