Headline

Product@Furlenco | Ex -Amazon | Retention, Monetization, Customer Experience and Operations Platforms

About

Leading end-to-end product development across Retention, Customer experience, Monetization and Operations Platforms Building AI-first products and leveraging AI across the product lifecycle—from customer research and PRDs to interactive prototypes, analytics, experimentation, and execution. Experienced in shipping scalable platform products, payment infrastructure, and self-service experiences at Furlenco, partnering closely with Engineering, Design, Data, and Business teams to solve high-impact customer and operational problems. Core Expertise: AI Product Management | Platform Products | Payment Systems | Customer Experience | Product Strategy | Product Analytics | Self-Service Platforms | Workflow Automation | Experimentation | Go-to-Market AI Stack: ChatGPT | Claude | Gemini | Cursor | Lovable | Bolt | v0 | Windsurf | MCP | Prompt Engineering | AI Prototyping | AI-assisted Product Discovery Products & Platforms: • Payment Infrastructure • Customer Operations Platform • Self-Service Experiences • Internal Operations & Analytics Platforms • AI-powered Product Workflows Impact Delivered: ✓ ₹58Cr+ annualized business impact ✓ Helped drive a 171% improvement in NPS through customer experience, payment, retention, and self-service products . ✓ Improved operational decision making by reducing TAT by 300% ✓ 46% reduction in overall Customer support tickets ✓ 24% reduction in payment-related contacts ✓ 98% reduction in payment failures ✓ Increased ARPU by 6% through pricing optimization and recovery of previously unrealized revenue. ✓ 250+ dashboards and product insights delivered 0→1 Platform Builds • Unified Customer Operations Platform (CRM) – Single platform for customer information, support operations, and business workflows • Product Service & Replacement Management Platform – End-to-end product servicing, repair, replacement, and issue resolution workflows Building intelligent products and AI-powered workflows that improve customer experience, operational efficiency, and business outcomes.

Location

Bengaluru

AI stack

antigravity

claude code

claude

codex

cursor

github copilot

Work experience

Associate Product Manager at Furlenco, Jul 2024 - Present · 2 yrs 3 mos, Driving end-to-end product ownership across platform infrastructure and customer-facing products — PRD authorship, sprint execution, cross-functional alignment with Engineering, Design, CX, Ops, Finance, and vendors. ▸ Project CORE — Operational Unified Tool Identified that operational risk was entirely reactive: manual overrides, inconsistent state transitions, SLA leakage, no audit trail. Designed and shipped a platform-level governance layer from scratch — rule-driven action validation engine, RBAC across all OPS personas, and risk observability. Embedded invisibly into existing dashboards so guardrails became structurally mandatory, not optional warnings. Result: unauthorized transitions eliminated at system level; platform velocity improved for all product teams. ▸ Payment Retry Infrastructure Redesigned payment failure from a dead-end event into a recoverable revenue pipeline. Built retry orchestration (eligibility rules, frequency governance, time-window scheduling), QR fallbacks, link regeneration, and inline retry-status visibility in the renewal journey. ▸ VAS Monetisation Checkpoints Moved VAS from an optional, manually-enforced feature to a structured revenue engine. Inserted mandatory validation gates at Swap, Relocation, and Renewal nodes with an entitlement + eligibility resolver. ▸ DIY Help & Support — 0→1 In-App Ticketing Shipped unified ticketing integrated with Kapture CRM — ticket creation, Priority Tagging, Timeline View, duplicate-prevention logic, and L2/L3 escalation. Standardised all support intake to mobile app. ▸ DIY Service & Replacement Platform (CQMT Phase 1) Led 6-person cross-functional squad. Shipped Timeline View, Priority Tagging, Shared Notes. → First-response time -25% · NPS +18 points within 2 months.

Risk Analyst at Amazon, Apr 2024 - Jul 2024 · 4 mos, Hydrabad, ● Risk Pattern Discovery: Leveraged proprietary data tools to identify and map complex buyer-abuse patterns across global markets, maintaining >98% decision quality. ● Analytical Judgment: Sharpened the ability to make high-stakes decisions under ambiguity, directly informing risk-mitigation strategies for high-volume transactions.

Machine Learning Data associate at Amazon, Jul 2022 - Sep 2023 · 1 yr 3 mos, Noida, Uttar Pradesh, India, • Improved TRON AI by identifying outlets and low confidence data points. • Analyzed over 1M order-delivery records, creating SQL pipelines to uncover regions with delivery lags. • Presented actionable insights to senior leadership, enhancing data strategy and operational efficiency.

Education

DATA SCIENCE, Scaler

Bachelor's degree, Physics, University of Calcutta

Public links

mdmustakim.netlify.app: https://mdmustakim.netlify.app/