Senior Product Manager at PayPal
10 Years of Experience
Concord, California, United States
96082*****
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Business strategist passionate about leveraging data to delight customers with intuitive and seamless product design. Expertise in gaining business insights from customer and market data, and designing process changes and new product features that drive a seamless end to end user experience
PayPal, SaaS/Cloud Product, Financial Services
Walmart eCommerce
Walmart eCommerce
PayPal, Walmart eCommerce, Walmart eCommerce, Walmart eCommerce, Arizona State University - W. P. Carey School of Business, Arizona State University, Walmart Global eCommerce, Hewlett-Packard, EMC, EMC, Sona Koyo Steering Systems Ltd
Job Title : Sr Product Manager - Checkout Wallet Capabilities
Company name : PayPal
Period : August 2022 - Present
Location : San Jose, California, United States
Job Title : Senior Product Manager - Checkout & Payments
Company name : Walmart eCommerce
Period : January 2021 - July 2022
Location : San Bruno, California, United States
Job Title : Product Manager - Customer Experience
Company name : Walmart eCommerce
Period : January 2019 - January 2021
Summary : Charged with managing enterprise wide programs across Customer Care product organization. Our Customer Care product teams have clear customer-centric objectives. Focus of this role is to ensure that as we pursue and support enterprise initiatives, we keep in sight our products' objectives. In addition to that, this role leads various product teams through the processes of scoping, prioritization, product roadmapping, and execution while keeping an eye on success metrics
Key highlights of the work experience:
- Led end to end scoping, prioritization, design, and execution of all Customer Care product features for a new iOS and Android app. This collaboration required stakeholder management across 15+ teams over a period of 6 months. Overall, the team delivered over 30 new features to support customers from a care perspective
- Led Customer Care product team to build features that empower care agents to support Walmart members. Managed product roadmapping keeping in sight the products’ visions and goals. Defined KPIs with the help of care operations and managed analytics teams to deliver reporting dashboards that monitor KPIs like contacts per order, CSAT, and average call handling time
- Created a feature request intake process for a product for quarterly roadmap planning where 100+ feature requests came in per quarter from 10+ teams. Designed quarterly roadmap with prioritization for this product for 4 quarters
- Led a team of 6 product managers to design a cross product solution that systemically identifies bulk orders. This would reduce order handling time by 30% and have transportation cost savings of 10%. This would also improve customer experience for bulk purchases
- Designed a cross-product solution to allow customers to edit orders post purchase. This would drive down customer contacts to call centers by 10% in turn saving customer care operational costs by 10% and providing customers more flexibility post checkout
Location : San Bruno, California, United States
Job Title : Senior Operation Analyst
Company name : Walmart eCommerce
Period : July 2017 - December 2018
Summary : Charged with analyzing operations and customer care data to identify opportunities for improvements in existing operational processes. Our team also leveraged data collected from customers, like NPS, CSAT, and Voice of Customer to understand customer pain points and devise strategic solutions to improve customer experience. Proposed improvements to existing products by performing business impact analyses of new features, and developed implementation roadmaps in collaboration with cross-functional teams like Operations, Engineering, Customer Care and Communications
Key highlights:
- Identified a broken process to generate return labels in the customer care tool and partnered with the product team to design a solution which reduced the cycle time for related calls by 7 minutes per incident
- Identified a broken link in customer communications and worked with multiple internal product teams to resolve this issue during peak which improved the experience for potentially 28K customers annually
- Analyzed and quantified a $2M impact on a business process. Proposed a design change in the existing process and partnered with engineering teams to implement this new process
Location : San Francisco Bay Area
Job Title : Graduate Teaching Assistant
Company name : Arizona State University - W. P. Carey School of Business
Period : August 2016 - May 2017
Job Title : Information Systems Research Analyst
Company name : Arizona State University
Period : August 2015 - May 2017
Summary : Graduate assistanceship at Information Systems Division which involved
•Data mining
•Translating business requirements into technical solutions
•Developing process flows and presentations
•Documenting reporting requirements as defined by the business
•Testing implemented results by designing and running multiple use-cases
Location : Tempe, AZ
Job Title : MBA Summer Associate
Company name : Walmart Global eCommerce
Period : June 2016 - August 2016
Summary : •Designed a stockout cost model for inventory optimization by analyzing consumer behavior through website data
•Developed a business case for inbound transportation optimization between Walmart and Sam’s club
Location : San Francisco Bay Area
Job Title : System Software Engineer
Company name : Hewlett-Packard
Period : May 2014 - June 2015
Summary : •Optimized individual workload by carrying out demand and supply planning of available resources, which increased resource availability by 25%
•Implemented tools for seamless integration between cross functional teams which enhanced productivity by 30%
•Organized training sessions for over 10 cross functional teams on process tools which led to seamless inter-team collaboration
•Organized a fundraising event at HP to generate awareness about child illiteracy in India and raised INR 133,000
Location : Bangalore, India
Job Title : Software Engineer
Company name : EMC
Period : April 2013 - April 2014
Summary : •Initiated a process improvement project by adding metrics for checks and controls achieving a reduction in build failures by 20%
•Designed a build sequence for products that reduced the work-in-progress builds, in turn reducing the wait time for stakeholders by 50%
•Led a team of four that released 20+ software products to end users for 24 consecutive months with zero late deliveries or service complaints
•Implemented 7 key principles of Lean Process Improvement as a pil
Title : Product Management
Period : December 2020 - Present
Issuing Authority : eCornell
Organization name : ISM, APICS
Award : Forte fellowship for Women in Business
Issuer : Forte Foundation
Date : 8 2015
Award : W.P. Carey School of Business Dean's Scholarship
Issuer : W.P. Carey School of Business - ASU
Date : 8 2015
Summary : Full tuition with additional stipend for miscellaneous requirements
Award : National Talent Search Examination Scholar
Issuer : NCERT, Govt. of India
Date : 7 2004
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