Sep 2025 – Dec 2025 · 3 mos · Bengaluru, Karnataka, India · On-site

Apr 2025 – Sep 2025 · 5 mos

• A break to
• 1. Welcome our triple rainbow baby who's shown me the true power of hope and resilience
• 2. Reflect and look around especially Bharat users and their online behavior
• 3. Read for breadth
• 4. Dig deeper into AI and LLMs + Tinkering (Cursor, Claude Code, N8N, Replit, Lovable)

Oct 2023 – Apr 2025 · 1 yr 6 mos

• I was heading the portfolio of Customer Products, leading a team of 7 PMs
• Customer Growth (Triggers)
• External Acquisition Channels
• Book via Rapido (Metro, PWA)
• Customer Retention (Barriers)
• Booking and Pickup experience
• Shared Mobility
• On-ride Quality & Safety
• Customer Support
• Monetization
• Ad Revenue
• Customer Segmentation & Insights

Nov 2021 – Sep 2023 · 1 yr 10 mos

• Booking Experience
• Improved the App Open to Fare Quote page by 4% with the help of upfront drop location recommendations
• Improved the median booking time by 20% using drop location recommendations
• Pickup Experience
• Increased High Accuracy Pickups (HAPs) from 72% to 80% of our bookings and reduced Wrong Pickup location Cancellations by 4% using
• Customer Pickup point suggestions (a.k.a Platform verified pickup points)
• User Verified Pickup points
• Pickup Zones on the Captain app
• Geofence improvements
• Increased the Silent Pickup (no call) orders by 10% using canned chat messages and proactive alerts on Customer and Captain apps.
• Auto Share
• Introduced a new 0-1 Shared mobility product where Customers get paired with another nearby co-passenger towards their destination
• Designed a zero surprise / upfront matching of passengers instead of last-min detours
• Improved the demand density from early jobber user segment via affordable prices and improved service fulfilment levels sustainably

May 2021 – Nov 2021 · 6 mos

• Managed the Acquisition funnel charter from Installs > Registration > 1st Successful booking
• Improved the Installation to Registration conversion from ~75% to 93%
• Revamp of Onboarding journey with minimal user interaction
• Introduction of WhatsApp as a fallback for users dropping off due to network issues
• Identified the unserviceable user segment (~8% of DAUs) with their locations for city boundary management and new market launches

Nov 2020 – Apr 2021 · 5 mos

• Responsible for the roadmap of CX charter and own the vision of ensuring a hassle-free ride experience for our customers
• Conceptualized the Live In-App / Self-service Bot for order escalations and automated the issue resolution process.
• Decreased the Contact Rate of Captains by 50% with the help of Live Support Assistant.
• Improved the TAT of ticket resolution by 30% by providing contextual tools to the Support Agents on the dashboards

Dec 2018 – Nov 2020 · 1 yr 11 mos

• PM #2 @ Rapido Product Team, building products improving to Customer Experience & Last-mile Delivery orders . My primary objective revolves around providing quality and hassle-free ride experience for our Rapido Customers.
• Customer Experience
• Introduced chat with canned responses, decreased the call rate from Captains to Customers by 35% before starting a ride.
• Reduced customer ride escalations by 28% by introducing Captain fraud detection system
• Improved the customer issue resolution TAT by 15 times and CSAT by 33% by revamping in-app support and help build the processes and SOPs for the contact center team.
• Rapido Box (now Rapido Local)
• Ideated and launched a new service, "Rapido Local" to send and receive packages within a city.
• Last-mile Delivery orders via Partnerships
• Conceptualized cross-leverage feature for bike-taxi Captains (riders) which boosted their daily earnings by 34%.
• Introduced Rewards & Penalties System for Captains to improve overall Captain retention and increase Ride NPS.
• Increased the Order fulfilment efficiency by 15% by introducing "Delivery Order Batching" and maintained the SLA with the customers' overall order experience.
• Lead the partnership with BBMP's Corona Task Force during COVID-19 crisis by enabling deliveries from 16000+ Kiranas in Bangalore.
• Captain Experience
• Designed the Live Support / Self serve Bot for frequent use-cases and automated the issue resolution process.
• Decreased the Contact Rate of Captains by 50% with the help of Live Support Assistant. (Current CR < 5%)
• Designed the FAQs section in the Captain app to reduce the Information Related query calls by 70%.
• Improved the Average Handling Time (AHT) of ticket resolution by 30% by providing contextual tools to the Support Agents on the dashboards.

Jun 2018 – Nov 2018 · 5 mos · Bengaluru Area, India · On-site

• Management Consultant in the "Deloitte Digital" division
• Performed the techno-business analysis to recommend a Credit rating and LOS System for a South Asian banking client
• Evaluated 25 SaaS vendors based on 5 key metrics for Deloitte Digital–specific use cases
• Part of a team to draft a RFP to Center for e-Gov, Karnataka for Bharat Net project implementation in 6000+ GPs

Apr 2017 – May 2017 · 1 mo · Hyderabad, Telangana, India

• Product Management | Domain - Mixed Reality/Holo Lens | Objective: Concept Design/Feasibility Analysis
• Analysed the competitive landscape and identifying POP/Ds over 21 potential competitors in the market
• Conducted need-gap analysis to identify top 5 use cases across industries based on existing product capabilities
• Designed a 3-stage product roadmap for the next 3 years to capture new market opportunities
• Coordinated with design team to create customer-centric user flows; designed wireframes & UI mock-ups
• Developed a ‘Proof of Concept’ for a leading energy firm; performed a comprehensive tech feasibility analysis

Jul 2013 – May 2015 · 1 yr 10 mos · Bengaluru Area, India

• Ideated and developed customized innovative solutions to two US clients in Retail and Banking sectors
• Designed & developed World’s 1st Digital Mirror to create 360° videos by collaborating with Intel Corp (MemoMi Mirror)
• Conceptualized swift-share feature for the customers to directly share their photos to social media networks
• Organized continuous brainstorming and ideation sessions to contribute to the CTO idea pool
• Led a 4-member team to provide seamless customer experience in using the digital mirror
• Pitched to & converted a US based client for a long-term co-innovation project
• Optimized automatic voice-text conversion of Indian accents for business transcripts by 85% in a controlled environment

May 2012 – Jul 2012 · 2 mos · Chennai

• Achieved real-time surface defect inspection and detection of rolling molten steel sheets
• Improved the overall batch quality of exported steel sheets by 85% by removing the defective sheets