Abhinav Nigam

Leading the Talent Management India team, rebuilt the team by filling in key positions and plugging key skill gaps. Turned the team's performance around and raised the bar on the three pillars of great execution - velocity, predictability and quality.

I led the Customer Relationship Management and Service Recovery domains @Swiggy

• Achieved 40% reduction in costs for the driver assistance business, by adopting and integrating technologies that drove efficiencies.
• Delivered on development efficiency and do-more-with-less goals by systematically simplifying the tech stack, reducing the number of operationally heavy components such as RDS, reducing the number of services and auditing the development process to discover tooling gaps.
• Led the pioneering program for churn management and customer retention within Swiggy, built the initial set of tools, proved their efficacy and scaled it to cover more business lines.
• Created a small team of volunteers and led the exploration of LLMs (ChatGPT) for customer support chat. Led the efforts to productionize the bot.
• Led the chat modernization initiative, to move to a multilingual, multi-modal chat that is fast and promotes reuse across business lines.

Led two core logistics charters within Swiggy - Serviceability and Delivery Platform. Serviceability is about deciding which restaurants/stores should be presented to a user based on geolocation of various delivery executives, and related products such as graceful degradation and stress control products. Delivery platform addresses complexity across 3 dimensions - newer business lines, increasing delivery customers and increasing delivery fleets.

• Lead the effort of moving Swiggy's delivery stack from a food centric platform to a platform supporting all kinds of hyperlocal businesses. Instamart, Pudo and alcohol delivery offerings were built on this platform.
• Responsible for movement of Swiggy's driver assistance from a call center-based system to a bot-first framework, which resulted in lowering of CC costs and lots of savings.
• Leading the engineering efforts for enhancing Swiggy's fleet with third party fleets such as Shadowfax and Rapido. Charted a roadmap to make the integrations work better with enhanced order distribution strategies and CX related enhancements.
• Drove the platformization efforts for Swiggy's delivery and demand and supply technologies, with the goal of making a feature rich delivery-as-a-service platform available for Swiggy to offer to other businesses.

Led 3 pods, 20 people made up of TLs, developers, QA and SRE staff to create technology based differentiators for the Direct Sales, Offline Sales and Experience business units.

• Established architecture and technology practices for the Direct and B2B suite of products at Treebo, which were a ~$25 million yearly revenue channel accounting for ~60% of Treebo's gross business.
• Through continuously evolving engineering practices along with robust monitoring, alerting and infrastructure initiatives, drove the products I owned to 4 9's availability.
• Was appointed the overall lead for Treebo's movement to Reseller model, which involved driving other engineering departments, product, design, finance, sales and operations towards executing in coordination; delivered on time and within budget, which was a first in Treebo for a project of that size.
• Drove initiatives for controlling AWS spends, cross training, hiring and promoting Jira adoption.

Created Pharmassist, an app designed to help brick-and-mortar pharmacies service their customers better, and compete with big name online medicine sellers.

• Developed the app in React-native with Firebase based backend, it meant a single codebase for both Android and IOS, 0 maintenance backend.
• Built relationships and interfaced with pharmacies to make initial customers out of them, while getting feedback on new features.
• Engaged freelancers and contractors for UX and design work, getting it done on 40% of the allocated budget.
• Launched with an alpha release, collecting feedback and business metrics about the performance of the app.

Managed 3 engineering teams, each with a team size between 3 to 7 people. Also acted as the product manager in one of the teams.

• Developed a R&D product in the Hadoop space, that performed 8x better than Hadoop for some workloads.
• Filed a patent for a system of using replication for additional semantically defined partitioning. → Lead the development of key parts of a product suite that was later acquired by Akamai.
• Had very low attrition rate in the teams (1/15 in an year) and one of the highest reverse feedback score in the company.
• Architected a big data processing platform to meet the key goals of elastic scalability and ease of new products onboarding.
• he platform scaled to a 100 node Hadoop cluster and a 60 node Cassandra cluster with 10+ products onboarded.
• The platform used to process 5 TB data per day with high availability and fault tolerance.
• Setup and ran devops for the platform.

• Worked on data warehousing and business intelligence projects for various products of the company.