Sneha Kumar Email & Phone Number

San Francisco, California, Us

Seattle, Wa, Us

Led supply partner experience measurement at Expedia Group (focused on conventional lodging and vacation rentals).

Seattle, Wa, Us

Directed product management and user experience (UX) design team focused on end-to-end developer journey automation and developer tool adoption acceleration for 6K+ internal developers.• Implemented platform standard for application production readiness which reduced annual revenue loss associated with software change incidents by 20%• Secured $3MM in funding from the CTO to automate the migration of apps from six legacy platforms to a cloud container orchestration platform; alleviating cloud infrastructure workload for developers• Launched centralized tier one customer support product for 20+ internal developer tools; optimized support SLOs via self-service support documentation bot and automation workflows• Designed and instrumented OKRs tied to developer net promoter score, satisfaction, and velocity• Created a Customer Advisory Board to provide roadmap and future investment direction• Built a high performing team from the ground up; recruited, hired, and managed six product managers• Constructed developer journey map outlining the personas, jobs to be done and metrics by phase; led to-be journey design sessions to accelerate product investment in automated tools access and bootcamp

Seattle, Wa, Us

Spearheaded CEO sponsored marketplace initiative for internal developers to simplify the discovery and configuration of 15K+ services, 7K+ APIs, and 200+ tools and to publish platform services at scale.• Conducted build vs. buy tool analysis to select Backstage, an open source solution by Spotify • Launched MVP product release that enhanced search and promoted technical “docs as code” philosophy• Reduced time for developers to onboard and ship code to production from four weeks to one day• Presented proof of value metrics and adopter journey to LinkedIn, Udemy, and Zulily

Seattle, Wa, Us

Launched strategy to create one destination for customers to discover and configure eCommerce capabilities.• Authored whitepaper illustrating the business case for an EG Platform B2B Hub, a marketplace to simplify the consumption and contribution of platform capabilities• Led the development of a console to reduce time to create a new point of sale by 75%• Leveraged console to accelerate go-to-market time for a new fraud and payments SaaS product by 50%

Chicago, Il, Us

Owned marketing research portfolio for the commercial product organization; insights drove strategy for product launches, advertising campaigns, and sponsorships.• Moderated customer and flight attendant focus groups to continuously improve the new international business class experience; findings led to $7MM investment to enhance onboard product and service• Oversaw United’s advertising agency relationships for all qualitative and quantitative marketing research evangelized research methodology best practices to commercial leadership• Leveraged competitive brand survey to evaluate product investments for United vs. domestic airlines

Chicago, Il, Us

Pioneered global strategy and deployment for Voice of the Customer Program powered by a new reporting platform with real-time data access and a post-flight customer satisfaction (CSAT) survey.• Elevated CSAT to one of the top three metrics to assess United’s overall strategy• Generated insights leveraged by 90K employees for customer service delivery and product improvements• Collaborated with Product Marketing and Food Services to enhance international economy cabin menu offering; running experiments led to 10% increase in food/beverage satisfaction for Atlantic region

Chicago, Il, Us

Conducted financial and operational feasibility analysis for $25MM of requests submitted by Inflight, Flight Operations, Food & Beverage, Technical Operations, and Network Planning Divisions to support capital planning.• Identified $18MM cost savings opportunity by relocating flight attendant training and presented analysis to Inflight Division leadership and Financial Planning & Analysis SVP

Worldwide, Oo

Advised clients on accelerating the financial close process and implementing finance organization transformations.• Secured $1.5MM in funding from client leadership for an organizational redesign of the controller function at a beverage company, resulting in a 20% increase of transactions processed per month• Implemented financial close redesign program for six business areas at a $67B pharmaceutical firm which led to an acceleration of the financial close process by 30%.• Developed proposals to generate $33MM of business within the consumer products and insurance sectors

Worldwide, Oo

Optimized client business processes via custom technology solutions and customer workshops.• Managed branch liquidation process for over 40 failed banks (with assets between $500MM and $2B) at a federal agency, resulting in a 50% decrease in process time after bank closure. • Led workshops to transform business processes at a prepaid wireless provider; customer service and cross-channel consistency insights from workshops resulted in a successful Chicago market launch.

Master Of Business Administration (Mba), General Management, Marketing

Bachelor Of Science Accountancy And Bachelor Of Science Finance, Hoeft Technology & Management Program

Education record