Headline

Product Manager @ Porter | Driving User-Centric Solutions

About

As a Product Manager at Porter with over 4 years of experience, I focus on creating scalable, user-centric solutions by leveraging my expertise in product road mapping, UX research, and data analytics. My work revolves around solving complex operational challenges, such as leading the transformation of our contact center to achieve significant cost savings and operational efficiency. At Porter, I remain committed to driving measurable outcomes through data-driven strategies, innovative product design, and a deep understanding of operational realities. My cross-functional experience in training, operations, and product management has shaped my approach to building solutions that deliver real impact.

Location

Bengaluru

AI stack

aistudio

antigravity

claude

cursor

elevenlabs

huggingface

Work experience

Product Manager at Porter, Dec 2022 - Present · 3 yrs 11 mos, Bengaluru, Transformed Porter’s contact center through platform-led automation and AI-driven workflows, delivering significant cost savings and improved customer experience. • Achieved ₹4 crore in monthly savings by migrating inbound calls to outbound callbacks, enabling conversational AI and self-serve platforms, reducing agent touchpoints by ~60%, and improving agent efficiency by ~25%. • Launched a voice support interface, improving support NPS by 6 percentage points. • Designed and ran A/B experiments to optimize user journeys, increasing self-serve adoption from ~20% to 60% and improving CSAT by 10 percentage points

Associate Product Manager at Porter, Oct 2021 - Nov 2022 · 1 yr 2 mos, Bangalore Urban, Karnataka, India, • Owned the end-to-end lifecycle of a self-serve insurance and lending platform in collaboration with ICICI Lombard. • Defined the product roadmap and prioritization model for digital access to vehicle insurance and personal loans. • Led payment gateway integration, enhancing online premium adoption by 30% and improving conversion rates by 5 percentage points. • Streamlined sales workflows, reducing drop-off by approximately 40% and optimizing team efficiency.

Senior Operations Manager at Porter, Nov 2020 - Oct 2021 · 1 yr, Bangalore Urban, • Built and led the driver-partner onboarding function, scaling the team from 5 to 30 members to support rapid growth. • Collaborated with the Product team to develop a digital onboarding journey, integrating a third-party Lead Management System. • Transitioned onboarding from a manual process to an online platform, enhancing efficiency and partner experience.

Quality Trainer at Housing.com, Apr 2014 - Sep 2015 · 1 yr 6 mos, Mumbai Area, India, • Trained and onboarded new Data Quality Analysts on verification workflows and accuracy standards. • Developed SOPs and process guidelines to enhance content standards and streamline exception handling. • Conducted deep-dive data analysis to improve data accuracy and image-quality standards for property listings. • Collaborated with the Product team to automate data ingestion and reduce manual errors in the verification pipeline.

Process Trainer at ICICI Bank, Dec 2006 - Sep 2012 · 5 yrs 10 mos, Mumbai Area, India, • Delivered comprehensive process training on NRI Products & Services, enhancing new team members' understanding of banking workflows. • Monitored customer calls to evaluate service quality and compliance, identifying areas for improvement. • Conducted coaching sessions to support employee transition and readiness for customer interactions. • Analyzed performance reports and developed dashboards to track service metrics and customer experience indicators.

Education

Bachelor’s Degree, Business/Commerce, General, University of Mumbai

High School, Shri Mahavir Jain English school