10+ years building loyalty, commerce and logistics products

Capillary Technologies · Rewards+ · 1 year · Bengaluru, India

Overseeing Rewards+, Capillary's AI-driven rewards marketplace that lets enterprise brands source, catalogue and offer rewards — vouchers, cashback, card-linked offers, partner rewards and experiences — that customers redeem against their loyalty points.

• Oversee product strategy and roadmap for Rewards+ within Capillary's loyalty suite.

Xpressbees Logistics · 2 years · Pune, India

Led consumer experience products for one of India's largest e-commerce logistics companies, managing a team of 7 product managers.

• Launched fraud reduction that cut unverified non-delivery reasons by 99%, saving ₹1.5 Cr every month.
• Built AI chatbot workflows to capture delivery exceptions (NDR/NPR): 80% more accurate, 75% faster, 50% less manual effort.
• Re-engineered OTP delivery to 99.5% success — 90% fewer failures and 85% fewer OTP complaints.
• Revitalised the website with SEO: 150% more traffic in 30 days and 20% more online leads.
• Introduced call masking, cutting harassment incidents by 90% and improving user trust by 75%.
• Implemented PII encryption for 100% compliance, reducing estimated data-breach risk by 60%.
• Moved 5,000+ users to a streamlined CRM (+30% productivity, −20% maintenance cost) and migrated user management to open source (−25% infra cost, −90% downtime).
• Unified communication channels, cutting costs by 15% and speeding vendor response by 40%.

Bazaarvoice · 1 year · Bengaluru, India

Led the display products that show ratings, reviews and questions to shoppers across thousands of brand and retailer sites.

• Migrated and released a new Ratings & Reviews product: 75X user engagement, 2–4X more review submissions, 35%+ organic adoption.
• Migrated and launched a new Q&A product: 10% organic adoption in the first month and a 25X surge in engagement.
• Added predictive search to R&R and Q&A — 33% more engagement and ~95% fewer duplicate questions.
• Led an AI feature that generates unique review titles and descriptions using NLP and sentiment analysis.
• Set product strategy and roadmap; partnered with Marketing and Sales on positioning, messaging and pricing.
• Wrote the client onboarding runbook for the SWAT application and kept the knowledge base current.

Capillary Technologies · 5 years · Bengaluru, India

Conceived and scaled Capillary's API-based headless OMS for omnichannel retail and FMCG brands.

• Conceptualised an API-based headless OMS and its omnichannel integration framework — order capture, processing, logistics and payments.
• Led the OMS scalability roadmap, doubling order value processed from ~$500M (2018) to ~$1B (2019).
• Integrated last-mile delivery logistics for FMCG brands, raising item fulfilment rate by 15%.
• Improved major API performance by 50% and designed fashion fulfilment modes with a 98% fulfilment rate.
• Built a communication framework for order processing teams, cutting average processing time by up to 10%.
• Revamped the OMS interface for productivity and rebuilt returns with new modes, approvals and automated refunds.

Capillary Technologies · 1 year · Bengaluru, India

Ran the Southeast Asia delivery team for enterprise retail clients including Fabindia, Unilever, Kanmo, ASICS, Levi's and Valiram.

• Created Fabindia's omnichannel strategy — LOS app, store pickup, mobile app and website — driving 30% YoY revenue growth.
• Launched Unilever's hyperlocal commerce in Jogja, Indonesia, within 45 days.
• Fixed delivery issues to grow overall revenue 35% YoY, with a payment cycle under 30 days.
• Managed logistics and payment gateway partners, drove online marketing, and evaluated site search engines for clients.

Yahoo Small Business · 3 years

Helped merchants launch and grow online stores — the foundation of my commerce and customer empathy.

• Set up merchant stores and advised on web portals, DNS, HTML/CSS and e-commerce tooling.
• Improved merchants' SEO and catalog management; configured third-party APIs.
• Triaged critical server-side store issues and escalated product bugs and enhancements.