Ruchika Grover

User Research

• Managed Voice platform - API calling and voicebot solution that served base for 500M traffic with INR 120M revenue
• Launched Streaming product by identifying customer pain points and creating product-market fit with ARR of INR 60M
• Conducted qualitative and quantitative market analysis with customer interviews, benchmark competitor and industry trends to identify clear insights for growth opportunities and building distinguished experience
• Engaged in discussions with C-Suite executives to shape project alignment with strategic vision and goals

Product Requirement

• Evolved Product Roadmap with short and terms long term goals by incorporating new ideas targeted by client and sales
• Managed end to end product lifecycle from ideation to launch and handling SDLC in challenging deadline of 2 months
• Collaborated with SME to provide feature demonstration and authoring documentation using WordPress and Confluence

Agile Management

• Deployed agile frameworks(Scrum & Kanban) for product backlog refinement into epics and user stories on Jira for sprints
• Increased Platform API adoption by 25% by identifying gaps and addition of new features for top 10 clients
• Increased engagement by delivering 70+ features for clients working closely with Developers, Testers and UI designers

Performance Monitoring

• Improved Call Connectivity for top clients by strategic feature prioritization, enhanced efficiency from 82% to 95%
• Reduced operational cost by 30% by optimizing channel concurrency in new product launch
• Tracked customer lifecycle and enhanced product metric of Call Pickup rate by 15% by reducing connection delay

Partnerships/Vendor Management

• Evaluated potential partners to solidify value proposition for AI integrated solutions generating new revenue stream
• Tailored solution with user centric approach that enabled to onboard 3 AI partners- Skit, Uniphore and Saarthi - Enabled encryption based 123UPI Payment with Superlative user experience in line with PCI-DSS compliance
• Collaborated with GTM team for marketing position and monitored branch performance using Grafana and Quicksights

Continuous Improvement

• Collaborated with engineering to improve customer experience with network redesign for reducing downtime by 25%
• Built strategic risk mitigation plan and resolved complex business problems within deadline of 1 week
• Developed process to monitor client networks with product analytics team and delivering customised solutions
• Elevated retention rate by 5% as part of specialised (EPIC) team that handled Top 10% global accounts
• Managed and coordinated client, senior managers, account managers and engineers for smooth functioning
• Implemented dynamic resource allocation that led to enhanced service level of team

Technical Risk Management

• Resolved a critical global network outage for US-based retail giant, retaining a $2M Technical Services contract - Executed Root Cause Analysis, conducting server log data analysis and simulating issue
• Resolved a Regional Risk (High critical) issue, attaining high appreciation from senior leadership
• Developed training modules to train and mentor new joiners, reducing their onboarding time by 20% Team Leadership
• Led a team of 20 engineers to address potential impediments, ensuring timely delivery of solutions
• Collaborated with project, program managers and product managers for quick resolution and continuous improvement