Headline

Product Manager | Stablecoin Payments · DeFi · Cross-Border Remittance | PACT Labs | Ex-Amazon Pay · CoinDCX · CosX

About

As a Product Manager in Web3 and fintech, I build user‑centric experiences at the intersection of P2P payments, DeFi, and cross‑border remittances. Here I own the roadmap for a multi‑country Web3 wallet on the Aptos and EVM chains, enabling P2P transfers, DeFi lending, and US‑to‑global remittance flows in partnership with US based 3P Fintechs, leading PSPs, banks, aggregators. Previously at CoinDCX, I managed end‑to‑end customer insight programs, including NPS, sentiment analytics, and research across the CoinDCX app, Okto wallet, and Web3 initiatives. Working with cross‑functional teams in Product, Tech, Analytics, Customer Support, and Growth, I translated feedback into actionable product decisions that improved satisfaction, retention, and loyalty. With a BTech in Electronics and Communications Engineering, I specialize in turning qualitative and quantitative signals into clear product bets—using data, experimentation, and automation to optimize user journeys and ship impactful, scalable solutions.

Location

Bengaluru

AI stack

claude code

claude

gemini

grok

notebooklm

ollama

Work experience

Product Manager at Pact Labs, Apr 2026 - Present · 8 mos, San Francisco Bay Area

Product Manager at CosX, Apr 2026 - Present · 8 mos, Hybrid, Building B2B AI products with end goal to optimise day to day operations and FTE savings.

Product Specialist at CoinDCX, Nov 2024 - Mar 2026 · 1 yr 5 mos, Bengaluru, Managed end-to-end Insights programs (NPS, Sentiment Analytics, Research) across CoinDCX app, Okto wallet, and Web3, translating VOC into roadmap inputs. Owned the full App Store / Play Store rating program for these products to mine reviews, surface pain points, and close feedback loops. Drove cross-cohort product initiatives by segmenting users and prioritising fixes tailored to behaviours and lifecycle. Collaborated with Product, Tech, Analytics, CS, and Growth to convert NPS insights into actions that lifted satisfaction and loyalty. Designed feedback processes and guided analysts on problem framing, instrumentation, and reporting quality. Delivered an NPS optimisation project that improved completion rate by 20% and response rate by 8% versus all-time averages, with no material NPS drop. Improved CoinDCX’s Play Store rating from 4.3 to 4.5 via targeted product interventions. Ran an outbound calling program with Concentrix to resolve issues and recover detractors, achieving ~25% positive-conversion. Reduced “unidentifiable” customers in Play Store escalations from 80% to 40% by improving mapping and data linkage. Reduced customer service chatbot fallback from 70% to 30% by aligning flows with frontline use-cases and CRM processes. Led a Plotline investigation to fix survey deduplication, cutting duplicates from 7–8% to under 0.5%. Introduced configurable and reversible survey scales with Plotline, lowering false negatives from uninterested right-handed users. Scaled NPS from single- to multi-level issue mapping, cutting manual L2 scrubbing effort by 80% and reducing close-looping handle time. Used NPS and reviews to fix logout UX, chart load times, add-money journeys (UPI handle, IFSC), and Web3 wallet flows, rescuing 1,000+ users. Delivered onboarding and trading enhancements (mandatory PIN, richer charts, persistent drawings) that halved detractor share from 1% to under 0.5%.

Program Associate at Amazon Pay India, Nov 2021 - Nov 2024 · 3 yrs 1 mo, WTC- Bengaluru - Bangalore, As a Program mgmt. associate I manage to conduct NPS across multiple product lines (e.g. Travels, bills payment, UPI etc.). The insights generated is having a direct impact on how product teams can shape customer experience improvement initiatives. With a dynamic, innovative and diverse environment, this role provides me with ample opportunities to constantly build my skill set and address new challenges while helping Amazon to achieve its vision: to be Earth's Most Customer-Centric Company. I am excited to be the customer insights evangelist and influence customer experience on Amazon for it's Pay products and services across India marketplace! Additionally, I handle several other programs like Bench-marking, Social Media listening with Melt-water, driving insights from Social Media Escalations channel with a programmatic approach and various operational research programs. Last but not the least, I manage external relations for my programs with companies like ICICI, axio, IDFC, Hansa Research etc.

Program Management Specialist at Amazon, Sep 2021 - Nov 2024 · 3 yrs 3 mos, 8+ payment products (credit cards, BNPL, UPI, KYC, wallets, semi-closed PPIs, travel) and 10+ partners including ICICI, IDFC, Axio, PayU, Razorpay, BillDesk, MakeMyTrip and Meltwater. • Shipped Amazon Pay–ICICI credit card features from customer pain points (application tracking, rewards visibility in transaction history) to 7M+ monthly actives: escalations down 22% QoQ, card tNPS 48 → 55. • Moved Amazon Pay NPS 46 → 51 YoY across 25+ product lines, owning the insights charter end to end with business, product, tech and operations. • Defined the Gen AI customer-service roadmap (agent-assist and bot use cases at an 80% accuracy bar) and helped build the India golden dataset. • Shipped in-app flight seat selection with MakeMyTrip, taking booking tNPS to 50; drove 100% price and offer parity across flights, bus and trains. • Rebuilt help pages for the top two products, cutting social escalations and contacts and saving INR 1.8M a year. • Built a capture-track-resolve pipeline for LinkedIn escalations with CSAT on top; led a two-analyst Meltwater team on sentiment and competitor intelligence.

Product Operations Analyst at Amazon Pay India, Jun 2019 - Oct 2021 · 2 yrs 5 mos, Bengaluru, Passionately worked to analyse gaps and fix breaks, defects in the ongoing business processes for various pay products and services. Namely Amazon Pay Credit and Lending (ICICI CC, Amazon Pay later), UPI, Wallet/ KYC/ Gifting solutions /semi-closed PPIs and related regulatory, technical and operational gaps for Customer Experience team of Amazon Pay, IN marketplace. Driven projects which showed significant results in terms of reducing defects (measured in DPMO). Additionally, during my stint here provided solutions on stakeholder mgmt. and issue tracking by implementing JIRA with stakeholders like ICICI Bank, Capital Float, IDFC, Billdesk, PayU.

Business Operations Analyst at Amazon, Jun 2019 - Sep 2021 · 2 yrs 4 mos, • Designed a self-serve Jira dashboard tracking open, pending, closed and ageing issues live across BillDesk, IDFC, ICICI and PayU; resolution time down 48 hours, earning an Instant Award. • Closed product and process defects across credit and lending, UPI, wallet, KYC, gifting and PPIs, resolving regulatory, technical and operational gaps and reducing DPMO.

Education

Bachelor of Technology, Electrical, Electronics and Communications Engineering, Aliah University

Diploma, Multimedia and animation, St. Xavier's College (Autonomous), Kolkata

Public links

github: https://github.com/debsaya