Yogesh Dokania
Product @ Walmart | Marketplace & Seller Experience, Growth, CX | AI-powered platforms | ex-Amazon, Revolut, Snapdeal |
Greater Bengaluru Area
8+ years of work experience
Jan 20242 yrs 9 mosPresent
Leading product strategy for the Seller Communications platform, building AI-powered and platform capabilities that improve marketplace experiences at scale. Partnering across stakeholders to drive initiatives across GenAI, personalization, and platform governance.
Key initiatives include:
- Built an agentic AI workflow by defining LLM strategy, model selection, evaluation frameworks, quality guardrails, and human-in-the-loop controls for contextual seller responses.
- Launched AI-assisted response generation, significantly improving seller experience and response rates, while establishing continuous evaluation pipelines to improve model quality and adoption.
- Scaled seller engagement through personalized recommendations and experimentation frameworks, increasing adoption of key seller actions by nearly 5x.
- Built reusable platform capabilities for workflow automation, governance, and self-service operations, reducing onboarding time by 60% and support tickets by 80%.
Apr 202310 mosJan 2024
On-site
Aug 20226 mosJan 2023
- Managed supply chain related inbounding and warehouse defects across Emerging marketplaces
- Prioritized global product expansion to emerging marketplaces to improve seller experience
Aug 20211 yr 1 moAug 2022
- Drove seller adoption of Amazon Partnered Program for air shipments across transatlantic, asia-pacific and IN2US lanes
-Setting up Voice of Sellers mechanism across marketplaces to identify seller pain points , improve retention and prioritize product roadmaps
- Partnered with Marketing to create a GTM playbook basis seller profiles and across geographies
- Partnered with Global POC's and International Carriers to determine the right pricing , transit SLA's and enforcement mechanisms
Sep 20201 yrAug 2021
- Managed CX for product deliveries pan India. Centrally managed teams across customer communications, ordering and delivery to avoid large scale service disruption during COVID.
-Drove contacts reduction through introducing incremental notifications and proactively addressing last mile delivery defects
May 201611 mosMar 2017
Gurugram, Haryana, India
Active engagement with the senior management for redefining/modifying business policies, business transformation with a strong focus on delivering superior customer experience without significantly denting the gross margins.Few key strategic programs :
- Created and implemented processes to enhance customer returns process at snapdeal leading to significant improvement in return experience score
- Integral member of the team involved in customer returns reduction program to elevate the net margins
- Improving resolution speed of complaints through back office re-engineering to improve our TAT and significantly bring down ticket inventory levels
- Elevating the CSAT scores through providing insightful business intelligence related to the performance of our proprietary and outsourced partners along various customer pain points
May 20151 yrApr 2016
Greater Delhi Area
Customer Insights and Analytics:
Defining,,baselining and introducing key metrics to track business performance along with recommending process changes through descriptive and exploratory analysis to remove customer pain points.This included analyzing various channels of communication, categorizing consumer complaints, conducting impact calculation studies along with assisting in self-serve promotion and IVR flow changes to have significant improvement (~25%) in our key business metrics
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Jul 201410 mosApr 2015
Mumbai
Accountable for the complete tender bidding process which includes evaluating the technical,financial and regulatory requirements along with preparing financial models and undertaking competitive analysis .
Yogesh’s AI Stack
Education
Master of Business Administration (MBA), Operations and Finance
Indian School of Business
20131 yr2014
Bachelor of Technology (B.Tech.), Mechanical Engineering
NIT Durgapur
20054 yrs2009
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