Sankalp Chhabra
Senior Product Manager
New Delhi
Summary
Experienced Product Manager with a demonstrated history of working in the Foodtech, Travel & tourism industry. Skilled in Execution of Product Lifecycle management, Product Roadmap and Planning, Data Analysis, Program Management.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Senior Product Manager
MakeMyTrip
11.2023 - Current
- Leading Customer Experience Product for Bus & Rail and Special Projects like SeatLock & Trip Assured for both Goibibo and MakeMytrip.
- Focused on improving North Star Metrics - NPS, Contact Ratio, CSAT by building Products basis voice of the customer
- Reduced Contact Ratio by 37% for Bus Lob by building automations for Bus cancellation, Bus Delays and by ensuring proactive communication of driver details along with tracking.
- Reduced Contact Ratio by 45% for Rails Lob by building flows to know the chart preparation time and solving for Cancellation errors.
- Launched SeatLock feature under Rail LOB with an attach of 18% and 30% YOY growth in advance purchase window >30 days.
- Launched TripAssured feature under Bus LOB with an attach of 20% and incremental revenue per transaction of Rs15 per TripAssured transaction
- Building ChatBot at Post Sales with Gen AI basis to reduce the voice CR by another 16%
- Mentored Product Managers and Product Analysts to build world class Product for customer with a CSAT of 75% and NPS of 40
Product Manager
Redbus - MakeMytrip Group
11.2021 - 11.2023
- Led the development and launch of rYde Product as a new initiative under Cabs Lob
- Led Supply Product for rYde Product which included Integration with Supply Partners, building a Product for contracted partners.
- Built Data Science model which shares a price basis expected demand and historical data of Fulfillment,
- Led the transition from Marketplace to Aggregator Model by building Flashing engine to improve Business metrics leading NPS of 55.
- Planned and executed the launch of Single driver app for both Cab and Bus. Improved tracking from 50% to 90% by solving problems for Low network, Low internet handling and stopping fake GPS allowance.
- Solving Problem statements like Extra charge after the completion of travel, Delay management and better fulfillment.
- Implemented a pricing experiment which improved the overall rYde transactions by 5%.
Product Manager
Rehlat
05.2019 - 11.2021
- Improve current products - Flight & Hotels funnel refinement through add-on placement, coupons & deals visibility, pre-applying coupons & A/B with functional flows and design to improve conversion for Android, IOS apps and B2C channel.
- Led the development of B2B product Extranet for Hotels to manage their inventory, pricing, discounting and managing bookings.
- Led a product Club Karam (Rewards Module) from the ideation state to MVP launch of which increased retention of app by 10% and increased organic new users by 5%
- Third Party Integrations with Meta channels like Wego, Google to have higher traffic and with Channel Managers to have pricing feed coming for hotels.
- Responsible for product development life cycle from product conceptualization, road map creation, customer interviews, product design, and post-release analytics
Product Growth Manager
Zomato
05.2018 - 05.2019
- Performed Analysis to understand the reasons of app uninstalls and then worked towards getting those users back via nudge through Email and Paid marketing.
- Designed and Implemented A/B testing of Product features like Brand tiles, CTLs, and Meal for One to increase transactions.
- Strategized the intent and placement of engagement (Push notifications, Emails), which helped in increasing the CTR by 5%
- Developed and implemented strategies to optimize product performance across all phases of product lifecycle, from launch to distribution.
Project & Operations Lead
Zomato
09.2016 - 11.2017
- Launched Table Reservations as a new Business unit in 5 Indian & 3 international markets, growing volumes to ~10K/day and customer satisfaction to >95%.
- Cross Collaborated with Development Team, Product Team and Business Team to improve the business metrics.
- Drove the transition of operations from an internal team to third party partners, reducing the cost by 35%.
- Led and trained a team of 20 people, which worked on projects like rejection control to improve user retention and customer experience.
Account manager
Zomato
09.2015 - 09.2016
- Setting up systems, processes, training team members, and all critical functions required for a successful launch as a part of the core team responsible for launching the product across multiple cities simultaneously
- Onboarding 30+ clients in Delhi, Kolkata and Jaipur
- Tracking the deliverables
- Developing new business opportunities with existing clients by promoting company products and services.
Content Associate
Zomato
06.2015 - 09.2015
- Responsible for checking the quality of content being uploaded on the Zomato page
- Solving escalations and problems of the restaurant from all the cities
- Communicating effectively across departments to aid seamless operations on a day-to-day basis.
Education
B.Tech - Electronics And Communication Engineering
The North Cap University (formerly ITM University)
Gurugram 07.2011 - 06.2015
Certification
Technology for Product Managers
Timeline
Senior Product Manager
MakeMyTrip
11.2023 - Current
Product Manager
Redbus - MakeMytrip Group
11.2021 - 11.2023
Technology for Product Managers
06-2021
Product Manager
Rehlat
05.2019 - 11.2021
Product Growth Manager
Zomato
05.2018 - 05.2019
Project & Operations Lead
Zomato
09.2016 - 11.2017
Account manager
Zomato
09.2015 - 09.2016
Content Associate
Zomato
06.2015 - 09.2015
B.Tech - Electronics And Communication Engineering
The North Cap University (formerly ITM University)
07.2011 - 06.2015
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