Pune Division, Maharashtra, India
Strategic and impact-driven Program Manager with 5+ years of experience across program management, business analysis, customer experience, and digital transformation. At Workday’s Global Customer Success organization, I drive scalable programs focused on self-service enablement, product adoption, personalization, and digital experience innovation. I lead cross-functional initiatives that bring together Product, Engineering, UX, Operations, and business stakeholders. My work involves turning complex, evolving challenges into structured and actionable programs through program strategy, stakeholder management, requirements definition, customer journey optimization, and clear execution plans. I am particularly energized by the space where ambiguity meets opportunity: bringing diverse perspectives together, identifying risks and edge cases early, and shaping ideas into solutions that create meaningful customer and business value. Recognized by leadership for ownership, innovation, collaboration, and creative problem-solving, I balance strategic thinking with hands-on program execution. I also leverage AI-enabled tools and emerging technologies to strengthen research, streamline workflows, accelerate documentation, and support more informed decision-making. Before Workday, I worked across digital experience, product coordination, analytics, and marketing-focused roles, building a strong foundation in user-centric thinking, Agile collaboration, solution storytelling, and data-informed decision-making. Beyond work, painting has been a lifelong creative outlet and continues to shape how I approach design thinking, storytelling, and visual problem-solving. I share my artwork and creative explorations on Instagram: @expression_paints 🎨 Always interested in meaningful conversations around program strategy, customer experience, digital transformation, and building human-centered solutions that connect business goals with thoughtful execution.
• Leading Customer Experience (CX) initiatives focused on enabling personalization at scale across digital customer journeys. • Driving the design and execution of scalable post-sales adoption programs leveraging automated engagement strategies to improve product adoption and customer success outcomes. • Defined end-to-end program vision and developed detailed Miro workflows/mockups to optimize critical customer journey touchpoints and self-service experiences. • Authored comprehensive Business Requirement Documents (BRDs), epics, and functional requirements translating business needs into actionable technical solutions for engineering and cross-functional stakeholders. • Leading business approvals, stakeholder alignment, and rollout execution while ensuring quality delivery across multiple teams. • Partnering cross-functionally with Product, Engineering, UX, and Customer Success teams to build inclusive, scalable self-service capabilities that enhance customer enablement and experience.
• Contributed to successive client projects spanning Agile delivery, product discovery, e-commerce, and customer journey management. • Managed Agile delivery for the McDonald’s DNA Project, including JIRA backlog management, user story creation, sprint planning, backlog refinement, retrospectives, and cross-functional coordination. • Facilitated requirement workshops, solution walkthroughs, sprint demos, and stakeholder alignment across global business, product, design, and technology teams. • Defined the product vision and roadmap for a predictive e-commerce experience prototype using Adobe Experience Cloud solutions. • Collaborated with UI/UX teams during discovery and research to translate customer and business needs into user-centric digital experience concepts. • Created BRDs, process flows, client pitch decks, solution narratives, and product demonstrations focused on customer journeys, personalization, and digital engagement.
• Created and managed user stories, sprint planning activities, and backlog refinement for the McDonald’s DNA Project using JIRA. • Facilitated agile ceremonies and supported smooth program execution through cross-functional coordination and delivery tracking. • Supported stakeholder alignment across global teams through solution walkthroughs, retrospectives, and continuous collaboration.
• Conducted competitive research and SEO audits to strengthen digital visibility and identify opportunities for customer acquisition and engagement growth. • Analyzed website performance using Google Analytics and Google Search Console to support data-driven digital marketing and audience segmentation strategies. • Onboarded and managed collaboration partners to expand market reach and support business growth initiatives. • Collaborated with cross-functional teams to identify product enhancement opportunities and contribute to product improvement roadmaps.
• Developed targeted digital marketing strategies across Facebook and LinkedIn to support lead generation and customer outreach initiatives. • Acted as a liaison between customers and development teams, facilitating effective communication, requirement alignment, and smooth project delivery.
• Performed SEO audits and contributed to website optimization strategies aimed at improving digital visibility and search performance. • Created blog content and supported email marketing campaigns using Mailchimp to drive audience engagement and communication initiatives. • Designed social media creatives and branded visual assets using Canva to strengthen online presence and brand consistency.