Praneeth Bakki
Bengaluru
Summary
Praneeth was a Product Manager leading the Customer side Products at Rapido. He is currently leading a team of 7 PMs in 3 verticals of
Overview
13
13
years of professional experience
Work History
Head, Customer Products
Rapido
10.2023 - 03.2025
- I was heading the portfolio of Customer Products, leading a team of 6 PMs
- Customer Growth (Triggers)
- External Acquisition Channels
- Book via Rapido (Metro, PWA)
- Customer Retention (Barriers)
- Booking and Pickup experience
- Shared Mobility
- On-ride Quality & Safety
- Customer Support
- Monetization
- Ad Revenue
- Customer Segmentation & Insights
Lead Product Manager - Booking, Pickup Experience, Auto Share
Rapido
11.2021 - 09.2023
- Booking Experience
- Improved the App Open to Fare Quote page by 4% with the help of upfront drop location recommendations
- Improved the median booking time by 20% using drop location recommendations
- Pickup Experience
- Increased High Accuracy Pickups (HAPs) from 72% to 80% of our bookings and reduced Wrong Pickup location Cancellations by 4% using
- - Customer Pickup point suggestions (a.k.a Platform verified pickup points)
- - User Verified Pickup points
- - Pickup Zones on the Captain app
- - Geofence improvements
- Increased the Silent Pickup (no call) orders by 10% using canned chat messages and proactive alerts on Customer and Captain apps
Senior Product Manager II, Customer Acquisition
Rapido
05.2021 - 11.2021
- Managed the Acquisition funnel charter from Installs > Registration > 1st Successful booking
- Improved the Installation to Registration conversion from ~75% to 93%
- Revamp of Onboarding journey with minimal user interaction
- Introduction of WhatsApp as a fallback for users dropping off due to network issues
- Identified the unserviceable user segment (~8% of DAUs) with their locations for city boundary management and new market launches
Senior Product Manager, Customer Experience & Partnerships
Rapido
11.2020 - 04.2021
- Responsible for the roadmap of CX charter and own the vision of ensuring a hassle-free ride experience for our customers
- Conceptualized the Live In-App / Self-service Bot for order escalations and automated the issue resolution process.
- Decreased the Contact Rate of Captains by 50% with the help of Live Support Assistant.
- Improved the TAT of ticket resolution by 30% by providing contextual tools to the Support Agents on the dashboards
Product Manager, Customer Experience & Partnerships
Rapido
12.2018 - 11.2020
- PM #3 @ Rapido Product Team, building products improving to Customer Experience & Last-mile Delivery orders . My primary objective revolves around providing quality and hassle-free ride experience for our Rapido Customers.
- Customer Experience
- Introduced chat with canned responses, decreased the call rate from Captains to Customers by 35% before starting a ride.
- Reduced customer ride escalations by 28% by introducing Captain fraud detection system
- Improved the customer issue resolution TAT by 15 times and CSAT by 33% by revamping in-app support and help build the processes and SOPs for the contact center team.
- Rapido Box (now Rapido Local)
- Ideated and launched a new service, "Rapido Local" to send and receive packages within a city.
- Last-mile Delivery orders via Partnerships
- Conceptualized cross-leverage feature for bike-taxi Captains (riders) which boosted their daily earnings by 34%.
- Introduced Rewards & Penalties System for Captains to improve overall Captain retention and increase Ride NPS.
- Increased the Order fulfilment efficiency by 15% by introducing "Delivery Order Batching" and maintained the SLA with the customers' overall order experience.
- Lead the partnership with BBMP's Corona Task Force during COVID-19 crisis by enabling deliveries from 16000+ Kiranas in Bangalore.
- Captain Experience
- Designed the Live Support / Self serve Bot for frequent use-cases and automated the issue resolution process.
- Decreased the Contact Rate of Captains by 50% with the help of Live Support Assistant. (Current CR < 5%)
- Designed the FAQs section in the Captain app to reduce the Information Related query calls by 70%.
- Improved the Average Handling Time (AHT) of ticket resolution by 30% by providing contextual tools to the Support Agents on the dashboards
Management Consultant
Deloitte India
06.2018 - 11.2018
- Management Consultant in the "Deloitte Digital" division
- Performed the techno-business analysis to recommend a Credit rating and LOS System for a South Asian banking client
- Evaluated 25 SaaS vendors based on 5 key metrics for Deloitte Digital–specific use cases
- Part of a team to draft a RFP to Center for e-Gov, Karnataka for Bharat Net project implementation in 6000+ GPs
Program Manager
Microsoft
04.2017 - 05.2017
- Product Management | Domain - Mixed Reality/Holo Lens | Objective: Concept Design/Feasibility Analysis
- Analysed the competitive landscape and identifying POP/Ds over 21 potential competitors in the market
- Conducted need-gap analysis to identify top 5 use cases across industries based on existing product capabilities
- Designed a 3-stage product roadmap for the next 3 years to capture new market opportunities
- Coordinated with design team to create customer-centric user flows; designed wireframes & UI mock-ups
- Developed a ‘Proof of Concept’ for a leading energy firm; performed a comprehensive tech feasibility analysis
Product Engineer (Star Batch) - Technovation
Wipro Technologies
07.2013 - 05.2015
- Ideated and developed customized innovative solutions to two US clients in Retail and Banking sectors
- Designed & developed World’s 1st Digital Mirror to create 360 videos by collaborating with Intel Corp (MemoMi Mirror)
- Conceptualized swift-share feature for the customers to directly share their photos to social media networks
- Organized continuous brainstorming and ideation sessions to contribute to the CTO idea pool
- Led a 4-member team to provide seamless customer experience in using the digital mirror
Research And Development Intern
Central Electronics Engineering Research Institute
05.2012 - 07.2012
- Achieved real-time surface defect inspection and detection of rolling molten steel sheets
- Improved the overall batch quality of exported steel sheets by 85% by removing the defective sheets
Education
PGDM - Marketing and IT/Systems
Indian Institute of Management, Lucknow
01.2018
Bachelor of Technology (BTech) - Electrical Engineering
Indian Institute of Technology, Kharagpur
01.2013
Intermediate - PCM
Sri Chaitanya Jr College, Gudavalli
01.2009
High School - undefined
Ashram Public School, Kakinada
01.2007
Skills
- Product Strategy
- Negotiation
- Product Lifecycle Management
- Friendly, positive attitude
- Teamwork and collaboration
- Problem-solving
Languages
English (Native or Bilingual)
Hindi (Full Professional)
Telugu (Native or Bilingual)
Awards
Best POC award, Pratibha Scholarship, National Finalists - The Resolvr Challenge, The Inspiring Leader
Timeline
Head, Customer Products
Rapido
10.2023 - 03.2025
Lead Product Manager - Booking, Pickup Experience, Auto Share
Rapido
11.2021 - 09.2023
Senior Product Manager II, Customer Acquisition
Rapido
05.2021 - 11.2021
Senior Product Manager, Customer Experience & Partnerships
Rapido
11.2020 - 04.2021
Product Manager, Customer Experience & Partnerships
Rapido
12.2018 - 11.2020
Management Consultant
Deloitte India
06.2018 - 11.2018
Program Manager
Microsoft
04.2017 - 05.2017
Product Engineer (Star Batch) - Technovation
Wipro Technologies
07.2013 - 05.2015
Research And Development Intern
Central Electronics Engineering Research Institute
05.2012 - 07.2012
Bachelor of Technology (BTech) - Electrical Engineering
Indian Institute of Technology, Kharagpur
Intermediate - PCM
Sri Chaitanya Jr College, Gudavalli
High School - undefined
Ashram Public School, Kakinada
PGDM - Marketing and IT/Systems
Indian Institute of Management, Lucknow
Similar Profiles
Saswati SantraSaswati Santra
Social Media Specialist at RapidoSocial Media Specialist at Rapido
Mayank YadavMayank Yadav
Senior Product Test Engineer at RapidoSenior Product Test Engineer at Rapido
Philippe RollinPhilippe Rollin
Store Supervisor at RapidoStore Supervisor at Rapido
SHARMILA SSHARMILA S
IT Audit Consultant at SeimensIT Audit Consultant at Seimens
Ritik Kumar SinghRitik Kumar Singh
Intern at Airline Management SystemIntern at Airline Management System