Ayush Mathur
Senior Program Manager
Hyderabad,TG
Overview
6
6
years of professional experience
Work History
Program Manager
Email, Ayush Kumar Mathur
01.2023 - Current
- Global Digital Experience
- Managing the automations team in program management to empower global support with innovative automation, and improve user support experiences by fostering smooth collaboration with various tech and product teams
- Experience
- Strategize end-to-end execution for all policy changes and effectively allocate tasks to
- Automaiton developers (COPD through sprint planning, ensuring a smooth implementation
- Collaborating with CO Product Managers to conduct thorough reviews of Product
- Requirement Documents (PRDs) for automation processes
- Worked closely with the CO Platform Product Manager on the development of new technology products, conducting PRD reviews, and overseeing implementation
- Collaborating with CO Product Managers on the development of new technology products for agents
- Partnered with CO Engineering teams to ensure the effective and efficient rollout of technology migration, resulting in potential savings of approximately $100 million
- Collaborated closely with the Content team, actively participating in testing the Bliss content feature and providing valuable feedback to enhance the tool
- Worked in conjunction with Product Managers (PMs) and engineers to onboard features to improve team productivity
- Collaborating with engineers and PMs to implement product changes, enhance configurability, and simplify automation adjustments
- Developing a Chat GPT prompt that would help convert a Lucidchart to a
- Knowledgebase and JSON
- Working with CO Product on resource structuring and proactively planning task allocation
- Working with Global Risk teams in onboarding safety and risk integrations
- Worked as a tech lead while prioritizing inputs and tasks for the Mobility LOB with various Engg/Product sources
- Prioritized tasks for the COPD team based on the CO Program and Product Managers' directives
- Automated various customer support sectors at Uber to streamline issue resolution, enhance efficiency, and reduce CPC (Cost Per Contact) and AHT (Average Handle
- Time) using JavaScript and JSON.
Associate Program Manager
Collaboration
Hyderabad
01.2022 - 01.2023
- Digital Experience - Uber
- Automated policies using JavaScript and JSON, integrating them into the Policy
- Engine
- Led the COPD team in stakeholder and engineering interactions
- Developed mutiple In-App supports for Rider LOB
Program Manager, Analyst IV
APAC ART
01.2019 - 01.2021
- Digital Experience - Uber
- Data
Sr. COE Analyst I
APAC ART
01.2020 - 01.2021
- Uber
- Cross-Functional
Assistant System's Engineer
Tata Consultancy Services
01.2018 - 01.2019
- Prompting using
- GenAI for automations
- Demonstrated exceptional leadership by increasing task completion from 850 in 2022 to over 1,500 in 2023
- Facilitated policy implementation, resource structuring, and task planning
- Contributed to developing Lucid Charts from Knowledge bases for different areas and introduced self-debugging policies to reduce errors in automations
- Managed a direct engagement with mega-regional and Global stakeholders and guided them on best automation practices to improve automation rate and customer experience
- Assisted in establishing a User Acceptance Testing team in Hyderabad for automation testing
- Worked closely with GDX to optimize resource utilization for testing all products
- Onboarded the first Global Safety automation in collaboration with the Global Safety
- Support Team
Uber COE Specialist II
SRM University
Chennai
01.2018
- B.Tech - Software Engineering, Project Management
- Product Insights and recommendations
- Planning & Execution
- Stakeholder Management
- Automation using JSON and
- JavaScript
- JIRA Processes
- English
- Hindi
- Expertise
- Language
Timeline
Program Manager
Email, Ayush Kumar Mathur
01.2023 - Current
Associate Program Manager
Collaboration
01.2022 - 01.2023
Sr. COE Analyst I
APAC ART
01.2020 - 01.2021
Program Manager, Analyst IV
APAC ART
01.2019 - 01.2021
Assistant System's Engineer
Tata Consultancy Services
01.2018 - 01.2019
Uber COE Specialist II
SRM University
01.2018
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