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Product Management - Successfully launched SmartPOS for Mobile and Desktop users with a total registration of 5K+ merchants in 6 months
o Strategized integration of SmartPOS with internal Amazon products (Smart Connect, Local Shop, Constellation)
o Designed and simplified major modules such as Support, Inventory and reports to have a mobile friendly interface, giving a boost to our Merchant retention by ~22%
o Handled a strong team of 15 which included Developers, QA, designers, and DevOps
o Performed a Competition benchmarking and user research exercise to understand the customer cohorts in the market and established the product feature gap and roadmap
Program Management - Played a crucial role in the integration of Perpule as SmartPOS at Amazon and pivot on 5K+ merchants with 20% (1000) active merchants
o Monitored the program budget, expenditures & costs against business milestones and 3P contributions
o Led the creation of program framework including the transfer of 3P partners from Perpule to SmartPOS including SMS Partners, Tech Service Providers & Device Partners
o Executed contracts of partners ensuring the smooth transfer of legal and InfoSec compliances
• Supervised the transition of the Support Vertical, Program Re-launch and finalized the P&L for the next 3 years
• Successfully managed the projection of OPEX and CAPEX cost for SmartPOS based on the product roadmap & financial planning
• Built the Support Vertical from the ground up by setting up a 3P facility of 30 people for merchant support and developing a self- serve customer complaint redressal mechanism to reduce Opex by 50% and SLA breach to 2%
• Team Management - Built & led cross-functional high-performing teams; enhanced morale facilitated cross-group collaboration, and ensured staff development & talent management
• Cross-functional Collaboration - Worked closely with technical teams to deliver customer-focused solutions

Product Manager II

• Headed the Operations & Support for Cafeteria Business verticals along with a team of 100+ across PAN India
• Scaled up from 10000+ orders to 90000+ orders per day, resulting in a 700% increase in revenue for the cafeteria vertical
• Led the expansion to 6 major cities covering 90 cafeterias across 20 different corporates including Infosys, KPMG, L&T, etc.
• Slashed 30% OPEX (from 30 lakhs to 20 lakhs) within 6 months by making structural changes like reducing redundancy, moving shared functions like catalog creation, support management to HO, hiring on-ground sales executives from multiple local agencies, introduction of helpdesk, and streamlining the launch mechanism
• Reinvented Supply Chain and Category Management Process for StoreSe grocery which led to optimization of logistics costs by 20% and increased delivery efficiency for 15000 orders a month
• Onboarded 20+ D2C brands within 60 days including Beardo, Wonder Chef, The Man Company, Himalaya, etc. on PhonePe Switch (MiniApps) via the Perpule StoreSe platform, setup processes to upload catalog, inventory and ship orders within the defined SLA’s; scaled these 20 brands to achieve a daily average of 30 orders

AVP - Business Growth & Operations | Perpule

Head - Operations | Digital Cafeteria

Senior Manager - Client Services

 Handled account management for 30+ companies with 80+ clients’ SPOC across India
 Served large MNCs like Accenture, Microsoft, Mercedes, Capgemini, Genpact, Airbus, UTC, etc.  Liaison with Internal/External stakeholders with end to end ownership  Responsible for reviewing and addressing the client escalations within the given TAT  Maintained daily operational reports and escalations tracker  Part of operations core team managing client relations, hiring & strategy  Catapulted orders from 16,000/day to 1,25,000+/day in 8 months  Initiated CMS (Cash pickup services) for Pan India sites to regulate the inflow of Cash on time  Executed operational checklists Pan India to monitor hygiene and operational processes

Head - Process Excellence

 Trained the new associates joining the process and mentoring them as per the SOP
 Conducted refresher training & briefing sessions for the team and resolved their issues and concerns
 Monitored the performance of the team members to ensure the efficiency in process, production and quality
 Responsible for the outstanding high dollar claims and 90+ aged inventory to reduce the AR bucket amount and reach the expected revenue goals within the given time frame

Senior A/R Specialist

My responsibilities includes billing the insurance for the payment, Follow up with the carrier to receive the payment, to find out the denials if any, and to make sure that the claim has been processed correctly and we receive the amount.