Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Mayank Tiwari

Gurgaon

Summary

Certified Scrum Product Owner with 6+ years of experience driving scalable product solutions across travel-tech and CX domains. Proven track record at MakeMyTrip of conceptualizing and delivering high-impact post-sales and automation products that reduced escalations, improved NPS, and drove operational excellence. Adept at leveraging customer insights, large-scale data analysis, and Agile methodologies to craft customer-first journeys across B2C and B2B ecosystems.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Product Manager - Post Sales Customer Experience

MakeMyTrip
Gurgaon
08.2022 - Current
  • Own product strategy and roadmap for post-sales platforms across MakeMyTrip & Goibibo brands (B2C and B2B).
  • Led revamp of MyTrips Summary, enabling real-time trip insights; resulted in 4.5% reduction in call volume and 22% uplift in summary NPS.
  • Implemented agentic framework leveraging Gen AI, reducing query resolution time by 10% and ticket resolution by 7%.
  • Built and deployed ACDC, a 100% config-driven rule management system, automating disruption management and improving customer targeting.
  • Rolled out Pre-Escalation Sentiment Score, curbing 20% of monthly escalations through proactive routing.
  • Designed cancellation workflows (FTV & Non-Refundable) reducing fraud and enhancing refund predictability.
  • Unified customer touchpoints across web, app, and call, reducing average agent connect time by 25%.
  • Built live CX dashboards (TAT, Follow-up %, Stuck %, Agent Errors) used across Ops, reducing stuck cases by 6%.
  • Collaborated cross-functionally with Product, Tech, Ops, and CX for smooth GTM and continuous iteration.

Senior Customer Success Specialist

mFilterIt
05.2021 - 07.2022
  • Responsible for strategizing and driving central operations, business & tech programs for achieving business KPI’s
  • Managed high-stakes client accounts, contributing to 10-12% revenue growth by delivering strategic insights and campaign optimizations.
  • Analyzed web traffic, ROAS, and fraud patterns; drove performance via A/B testing and blacklist enforcement with an improvement of 22%
  • Forecasted seasonal sales trends to recommend cost-effective business strategies.
  • Devised & executed SOP’s & automation program for improving data sanity & capturing (80%)
  • Analyzed logins, orders, engagement & notification data, increased engagement by 300% via tech. developments

Education

B.Tech - Computer Science

Jaypee University of Information Technology
Solan
01.2018

Skills

  • Product Strategy & Roadmapping
  • Post-Sales CX Automation
  • Agile & Scrum Execution
  • Product strategy
  • AI implementation
  • SQL
  • KPI management
  • Sentiment analysis
  • A/B Testing
  • Data Visualization (Power BI, Excel)
  • Stakeholder & Vendor Management
  • Gen AI & Conversational Interfaces

Certification

  • Certified Scrum Product Owner (CSPO)
  • Google Analytics (Fundamentals)

Timeline

Product Manager - Post Sales Customer Experience

MakeMyTrip
08.2022 - Current

Senior Customer Success Specialist

mFilterIt
05.2021 - 07.2022

B.Tech - Computer Science

Jaypee University of Information Technology

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Mayank Tiwari