Jul 2022 – Sep 2025 · 3 yrs 2 mos · Bengaluru, Karnataka, India

• Scaled Jiomart B2B business from 20K orders/day to 100K+ orders/day by driving operational efficiencies across SCM tools including OMS, WMS and Logistics System
• Reduced supply chain cost from ~9% to ~6.5% by building features like order consolidation, warehouse
• automation and route planning
• Launched Herald, an in-house Order Management System (OMS), replacing IBM Sterling, saving licensing costs, and scaling to process 200K+ orders/day across Jiomart, Ajio, Clovia, and Shein
• Improved fill rate by 28% and reduced liquidation stock by 60% by building features to manage
• batches of inventory, safety stock & inventory reservation
• Increased on-time fulfillment from 84% to 94% by building features like capacity management, order
• prioritization and carrier allocation to improve
• Scaled the platform to other Reliance Retail companies: Ajio B2B, Reliance Digital
• Mentored 2 PMs across SCM pod to take over and manage the requirements from different verticals

Oct 2020 – May 2022 · 1 yr 7 mos

• Built automated claim assessment system for select coverages with < 4 hour claim settlement TAT and 90+ NPS
• Designed and built a 5 step claim registration flow which increased the NPS from ~40 to ~74
• Reduced Customer complaints and calls at CC by ~40% by communications, UI messaging, self-help FAQ
• Designed and built a claim assessment system for handlers for the specialised claims and moved all types of claim assessment online
• Developed a seamless claim registration system for customers and assessment platform for internal users, driving an 82 NPS for claims and enabling the ‘0-paperwork claims’ marketing campaign

Dec 2018 – Oct 2020 · 1 yr 10 mos

• Managed the Partnerships ecosystem of Acko. Where-in we plug lucrative insurance offering to services people use on day-to-day basis
• Built API based plug and play insurance solutions for Travel Insurance, Loan Insurance, GIG Economy Insurance, Home Insurance. Reduced a partner onboarding time to 3 days from 2+ weeks
• Managed End to end Go-Live from the insurance offering definition to the integration with leading Tech startups. Some notable Partnerships: OLA, redBus, MMT, Swiggy, Rapido, Zomato, Lendingkart, Zestmoney, Goibibo, Abhibus, OYO, Practo
• Designed, managed and built Systems which operated at scale of ~15lac policies a day
• Effectively Used Agile methods for sprint planning, Increase Velocity and streamline releases
• Collaborated with Internal functions (Business, Operations, Claims, Underwriting and other product teams) and owned prioritization, product roadmap and strategy for the partnerships vertical
• Managed a team of engineers, QA and designers. Effectively Used Agile methods for sprint planning, Increase Velocity and streamline releases

Mar 2018 – Nov 2018 · 8 mos

• LMS: Home grown CRM solution for tracking & management of leads, bookings & revenue
• End-to-end product ownership from conceptualization, implementation & growth. Analyzed business use cases & created product solutions for the same
• Built a CRM solution to carter to all internal use cases and replaced Salesforce CRM
• Created detailed PRDs, functional specifications & wireframes (JIRA, Confluence & Balsamiq) and Defined feature requirements & prioritized the same, coordinated with multiple stakeholders for the same
• Collaborated with tech team to break down business requirements in smaller tasks & plan project sprints
• Interacted with users for feedbacks to continuously improve the portal
• Managed training, onboarding & troubleshooting issues for 300 users
• Reduced first touch TAT by 48%, 32% reduction in lead lifecycle time

Jan 2017 – Mar 2018 · 1 yr 2 mos

• Product & Marketing:
• Designed system architecture of Holiday fulfillment tool & map operational work-flow requirements
• Monitor marketing analytics, channels’ performance, conversions, customer feedback to plan enhancements and new feature releases
• Understood business requirements, created use cases and documented the same
• Optimized the user targeting, cost per lead, campaigns by data analysis and retargeting using GA, Hotjar & Webengage: Increased Form submission rate from 4% to 11%, reduced cost per lead from ~450 to ~200
• Business:
• Managed the PnL & off-the-shelf packages. Led the Competition analysis, market research
• Increased conversion rate from 6% to 11% by defining lead qualification process, optimizing follow-up, reducing TAT & improving customer engagement
• Optimized standard operating margin from 8% to 18% by identifying better suppliers, streamlining volumes to suppliers, building relationships & negotiation
• Coordinated with B2B partners to understand requirements and provide white-label solution

Jun 2016 – Jan 2017 · 7 mos · Mumbai Metropolitan Region

• Zopky was a DIY experience-rich vacation planning and booking app
• Defined & built processes, execute them, evaluate efficiency & improvise both in product backend & excels
• Conducted market research and surveys to understand user behaviour. Analyzed and incorporate the feedback in product and business
• Built processes & system for sales, vendor on-boarding & booking management
• Hands on experience to execute these processes, get customer bookings
• Hands-on experience to execute ops processes, get customer bookings. Sold ~100 holiday packages and managed their fulfilment

Aug 2013 – May 2015 · 1 yr 9 mos · Greater Surat Area