Nov 2024 – Present · 1 yr 6 mos

Sep 2022 – Nov 2024 · 2 yrs 2 mos

Feb 2019 – Sep 2022 · 3 yrs 7 mos

• Returns & Refunds
• Sole Product Manager for all ‘Returns & Refunds’ activities across 4 Walmart Mexico banners, accounting for >$1.3Bn Mx in GMV
• Driving market level top priorities like ‘Self Service Returns’ to execution across banners (for general merchandise + groceries) accounting for ~$100Mn Mx impact annually (with 80% adoption), via operational cost savings & retention increase
• Identified and implemented several quick wins across workflow (from ‘info @ PDP’ to ‘recovery optimizations’) resulting in >$120MN Mx impact (annual projections) & Return SLA improval by ~25%
• Created annual roadmap (with annualized impact >$1Bn Mx) in line with vision statement, made financial models to quantify impact for all initiatives, discussed on effort estimates with Engg and aligned plan with business/operations leadership
• Performed deep dive analysis on ‘returns’ across competitors & other WM Intl markets to identify leverageable areas / best practices
• Conducted interviews with sellers, store/call center associates; Interacted regularly with return operations team, customer support team & business leads across all banners to identify opportunity areas (also received very positive feedback from all my stakeholders - NPS +60)
• Marketplace (Merchant Tech.)
• Managed all post purchase flows in the new Mexico MP Seller Center (in house - seller portal) accounting for >$2.5Bn Mx GMV annually
• Became the SPOC/SME for all marketplace (post purchase) discussions with leadership & engg, product, business teams
• Helped improve Seller NPS , grow catalog SKU count to 2x size and increase seller base
• Automated invoicing usecases reducing customer call time to call center by 4000 hours annually (with 90% adoption)
• Product Variants (Catalog)
• Performed ‘Product Variants’ discovery for MX banners, quantified impact, proposed customer/merchandiser/seller journey & rollout plan