Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Timeline
Generic
M Prithiviraj

M Prithiviraj

Hosur

Summary

Results-oriented Product Manager with 8 years of experience-4 years in digital transformation and 4 years in field operations as a Territory Manager at TVS Motor Company Ltd. Proven ability to design and deliver impactful digital solutions by deeply empathizing with both frontline challenges and customer needs-thanks to hands-on field exposure. This dual perspective enables development of more grounded, intuitive, and scalable service platforms compared to office-only roles. Experienced in Agile delivery through PI Planning, omnichannel communication design, backlog grooming, and cross-functional collaboration with Product Owners and Tech teams and value-focused product development across customer and employee journeys.

Overview

8
8
years of professional experience

Work History

Cell Head - Customer Service Digitalization

TVS Motor Company Ltd
01.2024 - Current
  • Defined and owned the digital roadmap for service transformation, aligning with business KPIs.
  • Institutionalized PI Planning under SAFe, achieving 98% delivery on planned items and 35% ad-hoc coverage.
  • Developed and managed backlogs for 13 active POCs aimed at employee and customer experience improvement.
  • Mapped end-to-end service journeys and automated service reminder workflows via Salesforce across WhatsApp, Website, and App.
  • Rolled out GenAI service nudges, enhancing CCE productivity and improving appointment conversion leading to 0.3% additional increment in service retention.
  • Implemented internal employee chatbot, increasing first-contact resolution and knowledge access.
  • Conducted value realization workshops and integrated dealership feedback into PDCA loops.

Digital Product Manager - Customer Service Digital Transformation

TVS Motor Company Ltd
01.2022 - 01.2024
  • Led digital customer journey mapping and translated insights into features and user stories and digitalized modules like Pickup& Drop, Door step service, Omnichannel service nurturing using WhatsApp, SMS and Contact Centre.
  • Digitalized appointment booking journey on WhatsApp and Website, achieving 30K+ monthly bookings with 48% conversion.
  • Spearheaded the revamp of DIGI App and DMS with 48 additional new features like AMC recommendation, Cost benefit savings, contactability enrichment, improving UX and dealer satisfaction by 25%.
  • Delivered 140+ user stories and resolved 73 bugs in one fiscal year.
  • Developed 21 Power BI dashboards for field insights and operations monitoring.
  • Introduced VAS nudging framework, increasing VAS revenue by 28%.
  • Piloted a complaint prediction engine in Chennai, reducing complaints by 43%.
  • Automated the dealer claim process, significantly reducing operational costs and bringing turnaround time (TAT) to near zero.
  • Implemented OCR-based job card compliance monitoring, enhanced with geo-fencing features to ensure location-based validation and adherence.

Territory Service Manager - Hosur

TVS Motor Company Ltd
Hosur
01.2019 - 01.2021
  • Transformed one of the toughest territories, achieving 21% business growth.
  • Improved CSI from 7.95 to 9.45 through structured Kaizens.
  • Reduced complaints by 21%; piloted Revenue Management System and improved dealer income by 40%.
  • Won Recognized with 'Best TM' award and selected for Chairman's Presentation for turning the territory from bottom 5 to top 3 nationally.

Territory Service Manager - Pondicherry

TVS Motor Company Ltd
Pondicherry
01.2017 - 01.2019
  • Oversaw 35+ main dealers in a large territory.
  • Improved CSI from 8.44 to 9.35 and reduced complaints by 14%.
  • Drove AMC revenue growth (+11%) and technician productivity (+28%).
  • Executed process-level Kaizens to improve dealership performance.

Education

Post Graduate Program in Management (PGPM) - Marketing & Business Analytics

Great Lakes Institute of Management
01.2022

Bachelor of Engineering - Mechanical Engineering

Thiagarajar College of Engineering
01.2017

Skills

  • Product backlog management
  • Sprint planning
  • Agile ceremonies
  • PI planning
  • Roadmap ownership
  • User story grooming
  • Business value definition
  • Impact delivery
  • Customer journey mapping
  • Omnichannel communication
  • Salesforce workflow automation
  • Digital appointment platforms
  • Digital service platforms
  • Data visualization
  • Power BI
  • Gyanni
  • Stakeholder engagement
  • Field collaboration
  • Design of experiments
  • AB Testing
  • Gen AI products
  • JIRA
  • Confluence
  • Microsoft PowerPoint
  • Excel
  • Figma
  • Digital transformation
  • Data analysis
  • User story development
  • Process automation
  • Salesforce management
  • Project management
  • Employee training
  • Performance monitoring
  • Problem solving
  • Change management
  • Relationship building
  • Critical thinking
  • Networking

Accomplishments

  • Selected for fully sponsored MBA by employer via internal competitive process.
  • Chosen for ISB Emerging Leadership Program based on performance and evaluation.
  • Delivered business-impacting projects including: Service Nurturing, Salesforce Workflow Automation, Benchmark Digi App Revamp (99% Usage), Complaint Prediction Tool (43% reduction in pilot)

Timeline

Cell Head - Customer Service Digitalization

TVS Motor Company Ltd
01.2024 - Current

Digital Product Manager - Customer Service Digital Transformation

TVS Motor Company Ltd
01.2022 - 01.2024

Territory Service Manager - Hosur

TVS Motor Company Ltd
01.2019 - 01.2021

Territory Service Manager - Pondicherry

TVS Motor Company Ltd
01.2017 - 01.2019

Post Graduate Program in Management (PGPM) - Marketing & Business Analytics

Great Lakes Institute of Management

Bachelor of Engineering - Mechanical Engineering

Thiagarajar College of Engineering
M Prithiviraj