Profile

Highly accomplished Product Manager with 10+ years of experience driving impactful product development. Expertise in transforming user insights and data analysis into strategic plans that deliver top-tier products exceeding customer expectations and business objectives. Proven ability to champion UX, technology, and business needs, fostering collaboration with cross-functional stakeholders to achieve success.

Core Competencies
Agile & Scrum Methodologies
Customer-Centric Approach
Market/User Research & Analysis
Product Life Cycle Management
Strategic Planning & Execution
Communication & Presentation Skills
Data-driven Decision Making
Metrics & Analytics
Product Vision & Roadmap
Technical Proficiency
Cross-Functional Collaboration
Leadership & Team Management:
Problem-Solving Skills
Product Roadmapping & Prioritization
Work Experience
Sep 2024 – PresentElgin, IL
Staff Product Manager - AI & Customer Experience, Hertz
  • •Led the product strategy for AI-powered customer service, supporting over 1 million monthly customer interactions.

  • •Launched an AI Chatbot that increased the deflection rate from 48% to 70%, resulting in a 15-20% reduction in live agent contacts.

  • •Deployed an AI Voice Bot that identified critical quality issues, leading to roadmap pivots and improved vendor accountability.

  • •Implemented an IVR-to-chat deflection feature with a 50% successful deflection rate, reducing queue congestion and improving the customer experience.

  • •Analyzed 2mil+ call transcripts to inform the self-service roadmap and reduce repeat contacts by 10%.

  • •Defined and prioritized a multi-faceted product roadmap, including loyalty features and international expansion, presenting performance insights to leadership to ensure alignment.
    • Jan 2022 – Sep 2024Remote, IL, USA
    Principal Product Manager, Walmart⁠
  • •Led the launch of "Shopping & Delivery," a new gig-economy fulfillment channel for Walmart Last Mile Delivery. This innovative solution reduced delivery times, expanded customer order slots, and optimized operational costs, resulting in combined cost savings and revenue generation of $750M annually.

  • •Shepherded "Batched Shopping & Delivery" from discovery to nationwide rollout across 4,500 stores, boosting driver utilization by 40% and tips by $3 per batch, resulting in a $7 cost reduction per order and annual savings of $300M.

  • •Championed "Add Item Post Order Placement" for Walmart Ecommerce, enabling customers to add forgotten items, boosting average basket size, and contributing to a $400M+ annual GMV increase.

  • •Developed and optimized live chat for Walmart Last Mile Delivery, resulting in a 10 bps NPS improvement and a 10% GMV increase.

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  • •Implemented and optimized machine learning algorithms for shopper batching, leading to a 25% increase in batched orders (from 50% to 75%) and a 5% reduction in operational costs.

  • •Launch 30-minute and late-night delivery SLAs for customers, driving 10% increase in order volume, enhancing customer convenience and achieving executive recognition by being featured in the CEO's quarterly earnings report.

  • •Spearheaded Drone Delivery Innovation and delivered a Minimum Viable Product (MVP) for Drone Delivery at 15 pilot stores with fast follow in 300 additional stores driving 10% additional order volume.
    • Mar 2020 – Dec 2021Remote, IL, USA
    Principal Product Manager (Technical), Allstate Insurance⁠
  • •Architected & Launched "CollectiveNow" (Allstate): White-label, crowd-sourced auto estimation platform slashing costs 67% (from $54 to $18 per estimate).

  • •Streamlined Allstate Claims with "Photo Intake" (QFC): Enabled customer photos (600k+ in first months), boosting efficiency & user adoption (6M+ images).

  • •Developed "Liability Analysis Tool" (LAT): Reduced auto liability claim settlement time by 90% (30 days to hours), improving customer satisfaction & saving Allstate costs.

  • •Launched Allstate Sales Agent Gig Platform (6 Weeks): Utilized agile methodologies for rapid scaling & user-centric approach.

  • •Product Leadership & Vision: Owned product roadmap, led cross-functional teams (engineering, design) to launch successful features aligned with KPIs & OKRs.

  • •Championed User-Centric Design: Conducted user research, A/B testing, prioritized customer needs for product strategy & user journeys (aligned with KPIs).

  • •Empowered Product Team: Mentored new PMs, facilitated product management training, and identified analytical gaps for improved user understanding (contributing to achieving product goals).
    • Oct 2018 – Mar 2020Remote, IL, USA
    Technical Product Manager, Allstate Insurance⁠

  • •Launched successful B2C SaaS products: Owned product development and championed user needs for CollectiveNow (1,500 assessments, 60 active users) and Individual Agents (gig economy model for sales agent onboarding).
  • •Drove user-centric product strategy: Conducted user research, analyzed data, and monitored success metrics to inform product strategy and ensure user success.
  • •Agile & collaborative product development: Supported backlog management, participated in discovery phases, and collaborated with cross-functional teams to deliver products.
  • •Enhanced monitoring & troubleshooting: Established comprehensive monitoring and alerting systems to proactively identify and troubleshoot production issues.
    • May 2015 – Oct 2018Northbrook, IL, USA
    Sr. Software Engineer & DevOps, Allstate Insurance⁠

  • •Full lifecycle development: Designed, coded, tested, and documented new features and enhancements using waterfall methodologies.
  • •Automated operations & streamlined development: Developed internal tools (version control, CI/CD pipelines) and implemented DevOps practices (Github, Jenkins, Octopus) to enhance efficiency and reduce deployment times by 40%.
  • •Optimized release management: Managed GitHub repositories, established CI/CD pipelines, and oversaw release management processes, leading to a 90% reduction in deployment time for agile projects.
  • •Fostered collaboration: Collaborated with cross-functional teams (development, QA) to ensure seamless integration of DevOps practices into the development lifecycle.
    • Education
    May 2019 – Jun 2021Addision, IL, USA
    Master of Business Administration - MBA, Keller Graduate School of Management of DeVry University⁠
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    Jan 2013 – May 2015Dekalb, IL, USA
    Bachelor’s in Computer Science Enterprise Software, Northern Illinois University⁠
    Certificates
    Product Analytics Micro-Certification PAC

    by Product School (Credential ID: cert_jmkrb7In)

    Lean Software Development⁠

    LinkedIn Learning Certification

    Microsoft Teams Essential Training

    LinkedIn Learning Certification

    Technical Skills and Tools/Softwares
    Product Management Tools

    JIRA, VersionOne, Pivotal Tracker, AirTable, Monday.com

    Collaboration Tools

    FigJam, Mural, Miro

    MS Office Suite

    Word, Excel, PowerPoint, OneNote, Outlook, etc...

    Application Monitoring Tools

    DataDog, Dynatrace, Adobe Site Catalyst, AppDynamics

    Database

    mySQL, Oracle, MongoDB

    Programming Languages

    C, C++, C#, Java, .NET, VB.NET, ASP.NET, HTML

    Operating Systems

    Windows, MacOS, iOS, Android, Linux

    Communication Tools

    Slack, MS Teams, Zoom, Google Meet, WebEx, etc...

    Languages

    English, Gujarati, Hindi

    Design Tools

    Sketch, Invision, Figma

    Product Analytics

    Tableau, Pendo, Adobe/Google Analytics, Looker

    User Interface Driven Analytics

    Quantum Metrics, Mixpanel, Amplitude, Heap

    Programming Tools

    Visual Studio, IntelliJ, Notepad++, GitHub, Jenkins, Octopus, Artifactory, Pivotal Cloud Foundry (PCF)

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