Responsible for developing and managing the product roadmap ensuring timely delivery of feature releases in order to expand the C2C business via both online and offline channels - defining product vision and strategies.- Working on the online C2C shipment booking platform to improve customer experience aimed at reducing drop-offs and increasing customer retention.- Launched a panel to enable offline partners like franchise and kiosks to move away from paper-based booking. Improved the order creation time and helped on faster scalability of new partners.Responsible for the development, communication, and launch of products, services and initiatives/features enhancing the customer experience.-Launched an exclusive panel on Delhivery’s website enabling a new channel of communication where customers were provided with the flexibility to select a preferred delivery date and share alternate delivery instructions.-Led the project on Customer Escalation management focusing to improve visibility and average reaction time (reduced by 8 hrs) on the issues/requests registered by customers via multiple channels.(Call Center, SMS, Website)

Part of the core team(four members in total) of the Full Truck Load business responsible for exploring the new business opportunities. Kickstarted the business with the first few clients and scaled up exponentially for the MVP.

Spearheaded the development and launch of Constellation - a new product to expand the reach of last mile network and reduce cost under the Alternate Delivery Strategy Model. Currently, this handles 24% of the LM load.