Headline

Deputy General Manager : Product - GoSTOPS || Ex - Thrive Now, Urban Company || Christ University

About

I used to close support tickets for a living. Now I build the products that create them — or hopefully don't. At goSTOPS, I own what happens after a guest books. The check-in that drags at midnight. The food order nobody updated. The hostel staff member with no way to tell anyone something's wrong. The dashboard that says everything's fine when it clearly isn't. My job is to close that gap. Coming up through support means I read products differently. I start from the complaint and work backward. I know what breaks at scale, who pays for it, and what "we'll fix it next sprint" actually costs. Three things I've learned the hard way: → Staff experience is guest experience. If the team is struggling, the guest feels it. → Data doesn't lie, but dashboards do. Build the right ones or don't bother. → The most important product decisions happen at the edges — not in the roadmap meeting. Currently building at the intersection of hospitality, operations, and product. It's messier and more interesting than it sounds.

Location

Bengaluru

AI stack

claude code

lovable

notion

replit

Stable Diffusion

Zapier

Work experience

Deputy General Manager : Product at goSTOPS, Apr 2025 - Present · 1 yr 6 mos, Bengaluru, Moved guest NPS from 71 to 90 by rebuilding the guest experience layer — faster check-ins, better feedback loops, and giving staff the tools to actually fix problems before guests leave. - Check-in was taking 7 minutes per guest. Got it to under 1. Built pre-check-in so group arrivals (often 15–20 people) could upload IDs before reaching the door — otherwise one group alone could clog an entire property's front desk - Built journey-level CSAT and the notification stack it runs on — moving from a single end-of-trip rating to feedback captured at every key touchpoint across the stay - Built the operational layer staff were missing: Stay View (live view of who's on property), Manual Room Assignment from the App, Notice Board (daily task management), and redesigned SLA flows for food orders and grievances so issues got caught and resolved faster - Built the Fire Dashboard — a live property health feed for every Property Manager, Cluster Head, and the Central Team. Paired it with a Recovery Dashboard so the central team could do proper post-mortems instead of just reacting - Built the Product Side of ancillary revenue — scooty, vehicle, experience, and event booking flows with post-booking feedback; drove goCOIN redemption at ₹300 to increase average order value on in-stay food purchases. - Shipped Blacklisting — the platform's first mechanism to flag and remove repeat bad actors - Built goSTOPS' First Staff Feedback and Incident Report Mechanism

Associate Product Manager at Thrive, Apr 2024 - Dec 2024 · 9 mos, Remote, Spearheading the launch and growth strategy for Thrive on the Open Network for Digital Commerce (ONDC) platform Driving expansion and user acquisition for Thrive's direct ordering platform Managing daily task distribution and project timelines for the development team, ensuring efficient product delivery Developing comprehensive product roadmaps for key verticals, aligning with business objectives and market demands Conducting in-depth user research to inform product improvements and feature prioritization Collaborating cross-functionally to translate business requirements into technical specifications Analyzing market trends and competitor strategies to maintain Thrive's competitive edge in the digital commerce space Facilitating agile development processes to ensure timely product iterations and enhancements

Customer Support Associate at Thrive, Jul 2022 - Apr 2024 · 1 yr 10 mos, India, Implemented audit metrics and performance dashboards, consistently ranking as top performer and driving team-wide improvements Designed and deployed an automated chatbot, reducing resolution times by 30% and increasing satisfaction rates by 40% Analyzed cancellation patterns and implemented strategies, resulting in a 60% decrease in restaurant order cancellations Served as key liaison between support, product teams, and third-party delivery partners, facilitating rapid issue resolution and product enhancements Managed multi-channel customer communications via chat, email, and app store consoles Led training initiatives for new team members, ensuring consistent high-quality support Conducted comprehensive data analysis for support and other organizational teams, creating actionable insights Created and maintained dashboards for Support Performance, 3PL Performance, and Order Cancellations, enabling data-driven decision making

Business Development Intern at Urban Company, May 2021 - Jun 2021 · 2 mos, Bengaluru, Karnataka, India, Working closely with Departmental Managers to onboard present and new clients from Tier 1 cities onto the Luxe Salon Category and developing credible sources for Lead Generation

Education

Bachelor of Business Administration (Honors), Business Administration and Management, Honors, Christ University, Bangalore

ISC, Commerce, Raymond Memorial Higher Secondary School

Public links

anudeepmaity.in: https://anudeepmaity.in/