Pratik Barjatiya
Program Manager
Dubai,
Summary
Experienced Program & Product Manager with 9 years of exceptional background in Technology/ Digital E-commerce industry specializing in customer experience, fin-tech, payments. Proven success building products and running programs for organization to meet its goals. Demonstrated leadership in systems implementation, program execution and process improvement engagements.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
Work History
Regional Program Manager
Gulf Marketing Group - Sun & Sands Sports LLC
Dubai
04.2022 - Current
- Launched and implemented cross functional project (Click & Collect) for E-commerce and Omnichannel to drive down costs by AED 8 Mn annually
- Identified omnichannel conversion issue and launched a new digital channel (Endless Aisle) for improving conversion with an addition of AED 45 Mn (recurring)
- Strategized and built digital transformation roadmap for E-commerce platform to improve processes, customer experience, and develop expansion roadmap to boost customer experience and retention.
- Created a new digital product to support launch of services on the web and app with collaboration from cross functional teams and developers to potentially add AED 60 Mn topline revenue
- Creating and maintaining product backlogs, prioritization, user stories, acceptance criteria, and help in conducting QA and UAT testing
- Closely worked with other products owners such as Salesforce Commerce Cloud, Salesforce Service Cloud, Fluent (OMS), SAP
Senior Program Manager
Flipkart (Walmart) Pvt. Ltd.
Bangalore
06.2019 - 04.2022
- Program managed the Fin-tech and payments domain. Reduced the NPA from 3.7% to 1.8% in over one year by improving product features and broken processes
- Delivered high impact value delivering projects and products for improving and adding new repayment capabilities for customers such as part payments, Pull and push payment capabilities
- Created the product roadmap & vision and worked on prioritization of new features to fit the overall mission of the program and organization
- Collaborated with development, legal, BD, marketing, Infosec, Data security team to ensure compliance and quality requirements
Manager - Customer Experience
Flipkart (Walmart) India Pvt. Ltd.
Bangalore
09.2018 - 05.2019
- Developed customer experience enhancements products and roadmap for reducing customers major pain points across buying journey and subsequently increasing the NPS by 90 bps
- Maintained the product backlog and prioritization based on evaluation and customer feedback to ensure smooth development pipeline, hence resulting in reduction of Incidents per unit by 40 bps
- Identified fake product issues and improved process to reduce fake listings IPU by 10bps
- Identified, revamped, and inventoried all the customer experience policies across organization and categories - resulted in increase in NPS by 80bps
Product Manager
Amazon
Bangalore
05.2017 - 05.2018
- Identified process gaps and automated the process by launching a product to address clients pain point with a lead time saving of 720,000 minutes / 8 FTE savings annually.
- Owned the notification product which was client facing and created a product backlog by using customer feedbacks and operations team
- Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
- Collaborated with sales, marketing, and support teams to launch products on time without defects
- Coordinated project planning and execution with team members and team leads using Agile approach
Program Manager - Customer Experience
Amazon
Bangalore
05.2016 - 05.2017
- Launched and scaled Amazon Home Services, Amazon Prime, Amazon used store across 5+ cities in India
- Managed 15+ small to mid sized global level projects to enhance customer experience for returns, refunds, website and deliveries
- Launched used products category and bot messaging tools for customer support to reduce the contacts per unit.
Marketing Manager
Pay Point India Ltd.
Mumbai
05.2015 - 04.2016
- Created company brand messaging, customer events, promotional strategies, and product commercialization across digital channels.
- Strategized marketing roadmap for the launch of PaypointZ™ wallet for consumers (B2C App) for bill payments & recharges and Flipkart vouchers
- Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
Assistant Marketing Manager
OM Titanates Pvt. Ltd.
Mumbai
11.2010 - 07.2013
- Researched industry and marketplace trends to develop marketing solutions and enhance business operations.
- Handled the end to end sales cycle(sales closure) around $ 10 MN annually
- Reduced marketing costs by streamlining marketing roles, leveraging communications materials,
- Coordinated with sales representatives during customer interactions, driving sales and partnerships to increase revenue.
- Implemented new SEO and SEM strategies, and Google analytics to increase conversion rates by 8 %.
Systems Engineer
Infosys Technologies Ltd.
Bangalore
10.2009 - 06.2010
- Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components.
- Assisted employees with resolving network problems at remote locations.
Education
MBA - Marketing
SP Jain School of Global Management
Dubai, Singapore, Sydney 01.2014 - 01.2015
B. Tech - Electronics & Communication
(VIT) Vellore Institute of Technology
Vellore, India 05.2005 - 05.2009
Skills
Digital Product Management
Agile Program / Project Management
Customer Obsession
Stakeholder Management
Agile - SCRUM
JIRA & Confluence
Product Backlog
E-commerce
Customer Experience
Strategy
Awards & Certifications
- Got awarded by the CEO of Flipkart for the best business impact & Individual contributor within the department (2019 - 2020)
- Agile Project Management - UDEMY
- JIRA and Confluence Certified - UDEMY
- Digital Marketing Certified Associate - Simplilearn
Timeline
Regional Program Manager
Gulf Marketing Group - Sun & Sands Sports LLC
04.2022 - Current
Senior Program Manager
Flipkart (Walmart) Pvt. Ltd.
06.2019 - 04.2022
Manager - Customer Experience
Flipkart (Walmart) India Pvt. Ltd.
09.2018 - 05.2019
Product Manager
Amazon
05.2017 - 05.2018
Program Manager - Customer Experience
Amazon
05.2016 - 05.2017
Marketing Manager
Pay Point India Ltd.
05.2015 - 04.2016
MBA - Marketing
SP Jain School of Global Management
01.2014 - 01.2015
Assistant Marketing Manager
OM Titanates Pvt. Ltd.
11.2010 - 07.2013
Systems Engineer
Infosys Technologies Ltd.
10.2009 - 06.2010
B. Tech - Electronics & Communication
(VIT) Vellore Institute of Technology
05.2005 - 05.2009