• Led dairy & bakery category worth 3Cr.+ annually managing both topline and bottom-line metrics• Led demand planning and risk management to optimize between inventory and service levels• Owned assortment mix planning and executed daily pricing of products• Conceptualized and executed various festive sale events to manage 5X operations capacityParallel Program Management- • Designed and executed ‘decision tree’ for enablement of chatbot (Automated user query resolution)• Conceptualized and supported development of app features for refund and order tracking page• Initiated and program managed 3rd party API Integrations (Mygate, Truecaller, Ameyo, Verloop)• Designed system checks on driver app to reduce false order cancellations (geofencing, call mandating)

• Led GTM user research through user interviews, focus group discussions and competitive analysis• Identified business market fit across pricing, assortment mix, purchase channels & demographics• Supported catalog setup using cross functional systems and stakeholder management• Strategized daily pricing execution ensuring lowest prices amongst target competition• Aided leadership reporting to drive performance reviews and establish action plans• Setup NPS process & visibility to drive actionability with functional heads

• Led research on offline marketplace return practices (market visits, competitive benchmarking, FGD)• Designed customer grievance rulebook catering to nuances of multiple categories• Conceptualized return and dispute product for users on app and console for internal team with tech• Restructured the entirety of CS resolutions for Food-FMCG with a focused pilot in multiple cities• Led implementation of automation of refund processing to improve user experience• Developed forecast models to estimate agent capacity planning for support center operations• Hired and managed a team of 60+ people for daily BAU support activities• Implemented system checks in driver apps to reduce wrong product pickups leading to burn on refunds• Collaborated on development of seller and buyer profiling to predict potential fraud/system abuse