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