Product Manager | Ajio | India
Drove the product strategy & execution for the “Order & Post-order Experience” charters at Ajio B2B
- Redesigned the user experience for “Order tracking” of bulk orders, boosting post-order CSAT score from 53% to 64%
- Managed the development & rollout of the CRM tool for end-to-end account management, driving phase-wise adoption by 300+ associates across Sales, Marketing, and Operations
- Led multiple user research initiatives to revamp the “Cart Checkout” and “”Payment” journeys, improving the order confirmation rate from 70% to 85% and reducing the inventory hold time from 24 hrs to 90 mins
- Collaborated with Analytics & ML teams to build dynamic “Cross-sell” recommendations displayed during user checkout
Product Manager | Byjus | India
Leading the “New Innovations” charter - building AI led products to personalize student learning & automate business processes
- Responsible for the product roadmapping, sprint planning, resource allocation & governance for the charter
- Led teams of 50+ across Engg, Analytics, Design & Operations to launch “AutoSolver” - India’s first automated question solving engine, driving a topline of Rs 3 Cr+ annually
- Conducted several A/B tests to optimise user flows & increase adoption to 6M+ users globally within 6 months of launch
- Worked with the ML team to automate the QA process for online classes using computer vision, driving business wide cost reduction of over Rs 2 Cr annually
- Ideated, launched and scaled Byju’s flagship “Textbook Learning” feature, enabling 3M+ students to access content in the form of textbooks, resulting in 30% improvement in user activation & 15% improvement in user retention
- Actively involved in building the Byju’s Lab product team, including hiring & mentoring PMs throughout my tenure
Senior Manager | Lido Learning | India
Responsible for the entire Post-Sales charter, including User Onboarding, Cx Support, Renewals, and Cross-Sales
- Built & scaled the Cross-Sales category from scratch, achieving an annual revenue rate of Rs 10 Cr+ with a team of 40+ members across Sales, Content Management, and Marketing
- Introduced the “Chat Support” feature to automate the customer support process, thereby reducing the average wait time for users from 75 secs to 30 secs and improving the issue resolution rate from 53% to 68%
- Pivoted the operational model from “Relationship Manager” based to an “Open Customer Support”, leading to reduction in new user onboarding TAT from 24 hrs to 12 hrs & issue resolution TAT from 36 hrs to 12 hrs
- Standardized the training process for new recruits by designing functional SOPs & creating training modules centered around providing quick solutions to commonly faced user issues
- Collaborated with the HR team to conduct performance reviews & appraisals for the Post Sales team