RAJESH RAVIRAJ

• Leading and mentoring a high-performing team of product managers and business analysts to develop, launch, and optimize data-driven contact center product solutions – including agent desktop features, IVR optimization, and customer interaction analytics – fostering innovation and excellence across multiple business lines.
• Define and execute comprehensive product strategies aligned with organizational objectives, resulting in a 35% growth in user acquisition and a 25% increase in customer retention year-over-year, maximizing revenue and margin growth for assigned product sets.
• Spearheading the development of a unified analytics framework specifically for contact center interactions, ensuring cross-functional teams had access to real-time, actionable insights for strategic product decisions – from agent performance to customer journey optimization – and overall business performance.
• Collaborate with senior leadership to develop long-term product roadmaps, set clear KPIs, and ensured alignment across teams to meet both short-term and long-term business goals.
• Manage a $4M product development budget, owning resource allocation to ensure maximum ROI while delivering on strategic priorities and P&L objectives specifically for our contact center solution portfolio.
• Utilize advanced data models and predictive analytics to forecast contact center market trends, agent behavior, and customer service revenue, providing data-driven insights that led to a 20% increase in contact center product profitability and guided company direction on future product development within the contact center space.

• Drove the development and operationalization of a contact center-integrated predictive analytics product - 'Maestro', leveraging multi-channel data to intelligently engage with customers at every stage of their buying journey and maximizing engagement through optimized contact center interactions and proactive outreach.
• Worked closely with data science and contact center operations teams to deliver a 'Next-Best-Action' product feature, utilizing predictive models to guide agent interactions and automated customer journeys within our contact center solution.
• Led the analytics team to optimize user experience and customer journeys across all channels, leveraging platforms like Adobe Analytics to drive data-driven product decision.
• Spearheaded the integration of Adobe Audience Manager, activating audience segmentation across multiple channels to drive customer acquisition, conversion, and revenue growth for key SaaS products.

• Led a team of digital analytics consultants, providing end-to-end analytics solutions for clients across multiple industries, helping them optimize their online presence and customer engagement.
• Supported sales teams in new project bids, helping clients define their analytics needs, build roadmaps, and implement solutions to meet their business objectives.

• Led the analytics strategy and defined product scorecards for executives and senior stakeholders, ensuring that contact center product features were optimized for maximum performance, agent efficiency, and overall business impact on customer satisfaction and resolution.
• Ushered analytics initiatives for key product lines, utilizing SQL, R, and Python to generate insights that shaped product strategy, marketing efforts, and user engagement.

• Defined and drove the product vision and roadmap for analytics-focused products and features, ensuring alignment with business goals, user needs, and technical capabilities.
• Led Adobe SiteCatalyst implementations for clients across various verticals, optimizing web analytics strategies to meet complex business goals and maximize client ROI.

• Managed the roadmaps for a suite of digital products and analytics tools, helping brand VPs make data-driven business decisions and improve operational efficiency.
• Conducted comprehensive market research and customer interviews to identify pain points, which informed the development of new features and product enhancements.

• Part of the Business Process Re-engineering team, preparing various process models with the help of Adonis and prepared the process flow charts using Microsoft Visio.
• Identify and validate text-based requirements from internal and external stakeholders, document, communicate requirements and organize information into coherent ideas.

• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.