Rohit D.

Product Manager

Gurgaon, Haryana, India7 yrs 9 mos experience

Most Likely To SwitchAI ML Practitioner

Key Highlights

Led significant product initiatives at Snapdeal.
Expert in enhancing customer experience through innovative solutions.
Strong background in data analytics and product management.

Stackforce AI infers this person is a Product Manager with expertise in E-commerce and Data Analytics.

Contact

rohit.dalal@snapdeal.com LinkedIn

Skills

Core Skills

Product ManagementProduct StrategyUser Experience (ux)Business AnalysisData Analytics

Other Skills

A/B TestingAnalytical SkillsBusiness AnalyticsBusiness IntelligenceCC++CSAT improvementCSSCancellation flow revampCommunicationConsumer InternetCore JavaData AnalysisDefining Product RequirementsDescriptive Analysis

About

I started working at Snapdeal as Product Analyst and fell in love with the product role. Gradually, I moved deeper into the product role by contributing to small projects at the start and handling multiple pages & products today at Snapdeal. The most important learning of my product role has been that it is not big revamps which move the metrics but the small brilliantly executed changes which actually move the numbers in right direction. I would love to work with a good organization where execution & strategy are the two foundations of creating an awesome product.

Experience

7 yrs 9 mos

Total Experience

3 yrs 10 mos

Average Tenure

5 yrs

Current Experience

Snapdeal | acevector group

3 roles

Product Manager II | Customer Experience (CX Product) & Seller

Promoted

Aug 2023 – Present · 2 yrs 10 mos · Gurugram, Haryana, India

Led development of GenAI-powered image quality check system, reducing catalogue go-live time from 48 hours to 30 minutes and generating ₹60 lakh annual savings through automated listing verification.
Orchestrated integration with Ozonetel for streamlined call centre operations, resulting in ₹25 lakh annual cost optimisation through improved inbound/outbound process efficiency.
Implementing GenAI-powered customer service automation, reducing yearly agent costs by ~ 40% (from ₹7.2 cr to ₹4.2 cr) through automated issue identification and streamlined resolution processes for refunds, pickups, and deliveries [ongoing].
Revamping the seller ecosystem by implementing a transparent payment system with one-time settlement options improving seller satisfaction and retention [ongoing].
Spearheaded WhatsApp communication infrastructure migration to Gupshup, enabling scalable messaging creating an alternative to direct Meta integration and improving message delivery reliability.

GenAI-powered image quality check systemOzonetel integrationcustomer service automationpayment system revampWhatsApp communication infrastructureProduct Management+1

Product Manager | Customer Experience (CX Product)

Promoted

Apr 2022 – Jul 2023 · 1 yr 3 mos · Gurugram, Haryana, India

Reduced RTO by ~2% by increasing the WhatsApp opt-in on Snapdeal by 3x. Currently, working on the remaining juice of WhatsApp opt-in to further reduce RTO
Increased CSAT (Customer Satisfaction) score by ~10% on WhatsApp chatbot of Snapdeal with plan in execution to increase it further by ~10% by the end of year. Currently, chatbot of Snapdeal is one of the highest rated chatbot in the India e-commerce industry.
Increased the collection of product photos on Snapdeal by 10x on daily basis using the WhatsApp as a medium of collection.
Increased the conversion on PDP by ~1% using the updated UI/UX taking cues from Social Media behaviour and adding an element of e-commerce to the same with plan to further increase it by ~2% using improved algorithm to rank the images

WhatsApp opt-inCSAT improvementUI/UX enhancementproduct photo collectionProduct ManagementUser Experience (UX)

Associate Product Manager | Customer Experience (CX Product - Post Order)

Apr 2021 – Mar 2022 · 11 mos · Gurugram, Haryana, India

Revamped the Cancellation flow of Snapdeal and reduced the cancellation by ~2% by introducing the concept of FOMO (Fear of Missing Out) nudges which pushes user to not cancel the order just before cancellation.
Started the in-app chatbot/live agent support on Snapdeal platform by integrating with Yellow Messenger. Currently, the load of in-app has been shifted to WhatsApp chatbot/live agent.
Reduced the call load on callback feature of Snapdeal by ~40% by introducing vernac powered FAQ section before redirecting the customer to the said feature.
Increased the read-rate of the Snadpeal emails by ~30% by transitioning the emails from desktop to mobile-first design, adding the of GIFs and growth feed. New emails designs are sent to over 18m customers (and read by 6m customers) on monthly basis.

Cancellation flow revampin-app chatbot supportmobile-first email designProduct ManagementUser Experience (UX)

Zs associates

Business Technology Analyst

Dec 2016 – Sep 2019 · 2 yrs 9 mos · Gurgaon, India · On-site

Led big data initiatives across healthcare projects with 2.8 years of experience, spearheading OMOP data conversion framework using SparkSQL, AWS (S3, EMR, EC2), and the Hadoop ecosystem.
Improved query performance by 40% through optimisation, built automated ETL pipelines for patient data processing and developed a ShinyR analytics dashboard for KOL network analysis.
Was proficient in data transformation using SparkSQL, MySQL, Hive, and Unix shell scripting.

big data initiativesOMOP data conversionETL pipelinesShinyR analytics dashboardBusiness AnalysisData Analytics