Program Manager
Current• Led the abuse charter -materially different returns, driving improvements in return processes, elevating the customer experience, and achieved cost savings of INR xxCr yearly• Managed 5 programs by collaborating with stakeholders from 4+ teams to reduce counterfeit returns, delivery fraud, and improve return checks• Scaled 3P counterfeit return identification mechanism across 35 locations reducing counterfeit returns by 30% in electronics, creating savings of INR xxCr annually• Expanded tamper-proof packaging to 15% more deliveries, increasing forward leg delivery confidence, and reducing refunds to abusive customers• Launched 10+ new return checks for delivery agents, reducing returns of old items saving INR xcr per year• Led the launch and testing of ML-based refund suppression product for abusive customers in two new channels reducing yearly bad refunds by INR xxcr
