DRIHOPON BARUAH
Program Manager - Product Management
Bangalore
Summary
Results-driven Program Manager with 5+ years of experience driving large-scale product and process initiatives across technology and operations. Proven record of improving customer satisfaction (NPS +104%), retention, and operational efficiency through data-driven decision-making and cross-functional collaboration. Skilled in stakeholder management, communication strategy, and delivering measurable business impact. Adept at leading teams, optimizing processes, and executing programs that enhance user engagement and satisfaction
Overview
2026
2026
years of professional experience
Work History
Program Manager, Product Management
MoveInSync Technology Solutions Pvt Limited
12.2019 - Current
- Lead a six-member team to drive end-to-end delivery of strategic initiatives, enhancing operational efficiency and customer experience across 200+ customers, while overseeing billing operations exceeding $40M USD monthly with 99.9% accuracy.
- Designed and implemented engagement and communication programs to enhance billing user satisfaction, improving NPS from 3.9 to 8.0 within a year.
- Partnered with product, engineering, and customer success teams to align communication and engagement strategies, driving a 20% increase in product adoption.
- Reduced billing closure timelines by 70% through process reengineering and automation, leading to 99.9% billing accuracy, and a $20M customer contract renewal.
- Developed and executed data-driven engagement dashboards and feedback loops to monitor user satisfaction and identify areas for improvement.
- Managed multi-channel communication campaigns to improve awareness and trust among users, leading to a 15% uplift in retention rates.
- Delivered technology enhancement projects two weeks ahead of schedule, achieving a 35% reduction in ticket resolution time, and a 20% rise in customer satisfaction.
Business Analyst/Associate Product Manager - Product Management
MoveInSync Technology Solutions Pvt Limited
- Collaborated with cross-functional teams to design scalable solutions aligned with business objectives.
- Managed relationships with key strategic clients, driving renewal and expansion through engagement-focused programs.
- Developed collateral, communication frameworks, and demos to support sales and onboarding initiatives.
- Owned product roadmap and delivery execution, prioritizing changes that improved acquisition and retention across user lifecycle.
Management Trainee
Jarvis Consulting
07.2018 - 11.2019
- Designed and managed various political campaigns during Maharashtra General Elections (2019).
- Handled operations and logistics, providing back-end support and data management during the election period.
- Managed centralized call center operations and tracked the performance of on-ground resources.
Education
Undergraduate Degree
Birla Institute of Science And Technology, Bits Pilani
Pilani, India05-2019
CLASS XII - Science
Srimanta Shankar Academy
01.2015
Skills
Program & Project Management Stakeholder Engagement Communication Strategy Data Analysis & Reporting Product Lifecycle Management Cross-functional Collaboration Customer Experience Process Optimization Strategic Planning
EXTRA CURRICULAR ACTIVITIES
Football (Avid Manchester United fan) Trekking and Hiking Cooking and Playing the Guitar Position of responsibilities in college (PORs) Assistant director - English Drama club – Bits Pilani | Coordinator – Department of Photography – Bits Pilani | Head of Merchandise – APOGEE 2018
Subjects / Electives
- Dynamics of Social Change
- Public Policy
- Organizational Psychology
- Report and Writing for Media
- Pharmacoeconomics
- Introduction to Conflict Management
- Public Administration
Timeline
Program Manager, Product Management
MoveInSync Technology Solutions Pvt Limited
12.2019 - Current
Management Trainee
Jarvis Consulting
07.2018 - 11.2019
CLASS XII - Science
Srimanta Shankar Academy
Business Analyst/Associate Product Manager - Product Management
MoveInSync Technology Solutions Pvt Limited
Undergraduate Degree
Birla Institute of Science And Technology, Bits Pilani
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