As a PM II for the Service CRM at LeadSquared, I led the development and growth of the Ticketing tool platform from the ground up. Key responsibilities and achievements included:- Led the development of the Ticketing tool platform, creating a robust and scalable solution from scratch.- Conducted extensive customer interviews to identify pain points with existing competitor tools to validate the opportunity hypothesis.- Collaborated closely with various teams to define and prioritize the roadmap, ensuring alignment with business objectives and maintaining a clear roadmap for at least the next three months.- Authored detailed user stories, flowcharts, and UI/UX designs, transforming initial concepts from napkin sketches to Figma prototypes.- Defined and analyzed crucial product metrics post-launch, driving a 25% increase in feature adoption.- Identified product opportunities and areas for enhancement through ongoing analysis.- Managed a team of five Business Analysts (BAs) and Associate Product Managers (APMs), providing guidance and direction throughout the product lifecycle management process.Key Features and Modules:- User Management: Created functionalities for service user creation, default and custom role permissions, and access management based on user roles.- Chat as a Channel: Integrated with WhatsApp solution providers, set up bots for websites, WhatsApp, and App SDKs, facilitated agent handovers, auto ticket creation, business hours management, FRT SLA, NRT SLA, assignment, C360, escalations, reminders, and auto-session expiry.- Assignment Rules: Developed features for creating and reordering assignment rules, round-robin assignments, availability, capacity, queuing and dequeuing methods, sticky agents, and notifications.- Tenant Management: Handled prerequisites and enabling Service CRM for accounts, developed licensing models, managed feature-subscription based on plans, and imposed restrictions based on plan and feature limits.

As a Product Manager for the Credit Cloud product at HighRadius, I led the product lifecycle, enhanced configurability, and collaborated with cross-functional teams. Key responsibilities and achievements included:- Created the roadmap for the Credit Cloud product, focusing on automating the onboarding of new businesses through the Online Credit Application.- Increased product configurability from 30% to 60%, reducing the implementation build and go-live timeline by 30%.- Delivered a 100+ page product configuration guide serving as a reference for consultants, support, and customers.- Collaborated with engineering and UX teams to simplify the user experience, providing easy-to-use admin functionality, reducing admin support tickets by 50%.- Worked with product operations to streamline processes, such as automating monthly plans from the roadmap and auto-creating Jira tickets using Google Sheets and Apps Script.- Mentored two Product Analysts and one Associate Product Manager, guiding them on product manager playbooks, product thinking, solutions, stakeholder management, and HighRadius terminologies.Key Features and Modules:- OCA: Developed configurable OCAs, implemented a single OCA to trigger configured workflows, and enhanced data gathering capabilities.- Order Management: Created Orders API, integrated with ERP and other HighRadius modules, calculated credit exposure, ran credit checks, and automated order approval/rejection processes.- Workflows: Designed configurable workflows for various business cases catering to SMBs, SMEs, and enterprises.- Credit Management: Features for managing CL, SCL, ICL auto-triggering of credit reviews, Credit Score, Calculated CL.- External Integrations: Integrations with credit agencies and insurance agencies.- Approval Management: Generic approval workflows, credit limit approvals, and group approvals.

As an Associate Product Manager for the Credit Cloud product at HighRadius, I supported the product management team in various aspects of product development and management. Key responsibilities and achievements included:- Assisted in creating and maintaining the product roadmap for the Credit Cloud product, focusing on automating the onboarding process through the Online Credit Application.- Conducted data mining of implementation tickets and UAT database queries to identify areas for improvement and streamline product implementation processes.- Participated in ‘Day in the Life’ sessions to gain insights into user experiences and identify opportunities for product enhancement.- Collaborated with engineering, Support and DTCs to learn understand the recurring tickets and prioritise the features/fixed required to reduce support tickets by 10%.- Assisted in creating release notes on a monthly basis, providing valuable reference material for support teams, and customers.Key Modules:- Online Credit Application (OCA)- Order Management- Workflows- Credit Management- Approval Management

As a Web Analytics Specialist at Apollo 247, I managed the end-to-end digital performance tracking and optimization of digital marketing efforts. Key responsibilities and achievements included:- Managed the entire lifecycle of digital performance tracking, from planning and coordination to implementation and maintenance of digital marketing and audience analytics tools.- Utilized tools like Google Analytics and Appsflyer to monitor website and app performance, ensuring comprehensive tracking of user interactions.- Provided detailed reports to the business on key insights around digital marketing attribution, website and app trends, and conversion rate improvement opportunities.- Analyzed data to identify trends and opportunities for enhancing digital marketing strategies and improving user engagement.- Employed tracking, audience pooling, attribution modeling, retargeting, multivariate testing, and analytics to enhance user experience and drive conversions.- Led the establishment of best practice KPI benchmarks, analytics, and optimization across Apollo 247's digital platforms.

As a Deputy Manager, Online Product for the App at HolidayMe, my primary responsibilities included managing the end-to-end workflow of the Holidays, Hotels and Flights on the mobile app. My key tasks and achievements included:- Worked with the Core team to introduce new methods for signup and login including Google, Facebook, Phone Number with OTP and Email Address - Worked to enhance the user journey from landing on the app to placing an order, aiming to create a seamless and enjoyable experience for users.- Focused on making it easy for users to book their dream holidays, business trips (Flights and Hotels) online with just a few clicks.- Conducted research on new features to improve the app's functionality and user experience.- Coordinated with design, development, and quality assurance teams to ensure timely delivery of new features and enhancements.- Implemented and utilized various data analytics tools, such as Adobe Analytics, Apssflyer, MoEngage and Google Analytics to collect data that can be used to make informed decisions on product strategies.- Analyzed user data to identify trends, opportunities for improvement, and areas for optimization.- Led A/B testing efforts at various levels using tools like Google Optimize, VWO, Google Tag Manager and Zarget.- Tested different features and user flows to determine the most effective solutions for improving user engagement and conversion rates.- Managed the complete workflow of different line of businesses on the app, ensuring that all processes were streamlined and efficient.- Collaborated closely with cross-functional teams to ensure that all aspects of the product were aligned with business objectives and user needs.

As the Assistant Manager, Online Product for Apps at HolidayMe, my role involved managing the end-to-end workflow for all Line of Business (LOB) on the HolidayMe App (Android & iOS). Key responsibilities and accomplishments include:- Oversaw the entire workflow of the product lifecycle on the App, ensuring smooth user journeys from landing to order completion.- Implemented deep-linking and deferred deep-linking for the users to be taken to a particular product listing or details page - Implemented CRM, Google Adwords, facebook SDKs on Website and App using Google Tag manager to capture the User activity and use the same for retargeting in CRM and other digital channels- Collaborated with cross-functional teams including design, development, and quality assurance to implement improvements in App.- Implemented user-centric design principles and best practices to optimize conversion rates and user satisfaction.- Coordinated with technology teams to prioritize and deliver enhancements in a timely manner.- Used data analysis to make informed decisions and drive product strategies aimed at improving ROI and user engagement.