Hyderabad, Telangana, India
Product Leader | Strategy-Driven | Customer-Obsessed I’m a Product, Customer Experience, and Transformation Leader with over 15 years of experience building intelligent, scalable, and high-impact systems across Amazon, D’Decor, and Tata Consultancy Services. My career blends deep expertise in AI-led CX innovation, enterprise transformation, and digital product strategy—delivering measurable business value across US, CA, IN, UK, SG, and EU marketplaces. At Amazon, I led AI-driven CX transformation and automation across multiple global markets, modernizing routing intelligence, chat systems, and fraud controls. These initiatives eliminated 1.7M+ contacts, improved First Contact Resolution and RAP metrics, and delivered $10M+ in annual savings. I built ML/NLP-powered Voice of Customer (VoC) platforms that processed 460K+ new data points, generated 107M+ insights, and saved 840K+ review hours—empowering 42K+ global users to make faster, smarter decisions. I also led automation and governance programs that supported 10K+ CSAs and 2,200+ TMs, delivering a $4M+ annual productivity impact. My focus on data intelligence, system design, and predictive analytics has enabled operational excellence and elevated customer experience at scale. Previously, as Head of Product (Digital COE) at D’Decor, I built and launched DDecor.com, a $190M+ eCommerce business that transformed the company’s retail presence. I led cross-functional teams of product managers, engineers, and designers to integrate AI-driven personalization, data-led product insights, and seamless omnichannel experience, driving 139% sales growth and $37M in annual savings. At Tata Consultancy Services, I led cloud transformation programs, migrating 96 enterprise applications to AWS and saving $346M annually. I architected underwriting and claims systems that achieved 230 FTE savings and $138M in annual efficiencies through automation and intelligent process re-engineering. What excites me today is the intersection of AI, data, and human experience—creating systems that think, learn, and scale. I’m passionate about building future-ready organizations that leverage emerging technologies to transform customer experience, operational performance, and product innovation. If you’re driving transformation in CX, digital, or AI-enabled operations, let’s connect—I love collaborating on ambitious ideas that redefine what’s possible. #ProductManagement #Leadership #Strategy #CustomerObsessed #ExecutionExcellence
Senior leader driving global CX innovation, analytics, and digital modernization. Delivered $10M+ savings by eliminating 1.73M+ friction points across US, CA, IN, UK & SG. Built and scaled AI/ML-powered VoC platforms generating 107M+ insights and reducing 840K+ manual hours. Trusted advisor to VPs/Directors, improving executive decision velocity and aligning cross-functional teams on scalable product roadmaps.
Led APAC-wide digital transformation, automation, and insights programs improving operations for 10K+ CSAs and 2,200 managers. Delivered $4M+ productivity impact and prevented $8M+ annual leakage through ML-driven fraud/concession intelligence systems. Orchestrated modernization across Product, Tech, Data Science, Finance, Compliance & Ops teams in 5+ countries, unlocking $10M+ efficiencies.
Operational across technology, product, customer service, and operations teams to build products that enhance the customer and associate experience
Headed digital product transformation and platform modernization for DDecor.com, scaling the business to $190M+ revenue with 139% sales lift. Led PMs, architects & SDEs to build a high-performing eCommerce ecosystem delivering $37M+ savings. Integrated research, usability testing, and data-driven product thinking to improve conversion, personalization, and digital experience quality.
Led automation, workflow intelligence, and operational excellence programs reducing 13,500+ weekly hours and delivering $4M+ annual gains. Built governance frameworks and launched self-service platforms saving $6.1M annually. Improved staffing efficiency by $4.2M and standardized operations across 4 global business lines. Partnered with Tech, Ops & Program teams to modernize legacy workflows.
- Operational across technology, product, customer service, and operations teams to build products that enhance the customer and associate experience - Program Management • Operational across customer service teams, and guiding the myriad teams throughout Amazon to build products for the customers and enhance the user experience. • Developed and presented to top management a strategic expansion plan that outlined opportunities and recommendations that will be used for growth planning of ACES team across CS India. • Developed and managed the implementation of goals, objectives, procedures and work standards for effective project management. • Monitored operations of programs to ensure work items and procedures are being followed, goals and objectives are met, and projects are being accomplished efficiently and effectively. • Completed successful assessment of internal policies in collaboration with Global Change management team for customer experience. - Product Management • Managing product development and problem-solving starting from conceptualization to delivery. • Devising product ideas by organizing Gemba walks for the customer-facing associates and conducting Kaizens to solve customer problems and systemic defects. • Building new website features for customers and enhancing the in-house products for customer-facing associates as part of continual improvements & optimizations. • Developed Amazon CS India Exit Survey as a retention tool to capture, assess and provide intelligence to attrition analysis and in turn enhance the workplace experience for the associates. • Implemented project management processes into ACES team’s new product assessment, enhancement, and development program.
Led end-to-end engineering modernization, cloud migration, and workflow automation for large enterprise systems. Migrated 96 applications to AWS, unlocking $346M+ annual savings. Built underwriting & claims automation platforms generating 230+ FTE efficiencies. Modernized fragmented legacy systems into unified architectures, saving $138M+ and improving performance, scalability, and security.
Delivered digital modernization across 12+ enterprise systems, improving stability by 40% for 5K+ users. Led stakeholder engagement, requirement definition & prototyping, improving reliability by 35% and reducing cycle time by 25%. Executed 20+ system upgrades and integrations, enhancing performance by 30% and reducing technical debt by 40%. Streamlined workflows to increase operational throughput by 28%.
As the club president, I was responsible for organizing and handling the TCS Waverock Club affairs and growing the Club strength at the Area Level. I also worked as the Asst. Area Governor for Area L4 of Division L of District 41 of Toastmasters International.
I took the Club growth and visibility in the aligned toastmasters district to new heights and won both the prestigious Awards - Beat the Clock and Talk up Toastmasters for the Club under my term as Vice President Public Relations. I also received four Membership Building Awards for sponsoring members to the club.
As the club president, I was responsible for organizing and handling the TCS Waverock Club affairs and growing the Club strength at the Area Level. I also worked as the Asst. Area Governor for Area L4 of Division L of District 41 of Toastmasters International. I won the prestigious Golden Gavel Award for the Clubs performance in 2014.