Experienced Product Operations Team Lead with 6+ years of proven expertise in strategic planning, team leadership, and process optimization. Results-driven with a track record of improving customer engagement by 25% and operational efficiency by 30%. Adept at using data-driven insights to enhance product performance and user satisfaction.
Hi, I’m
Shreya Kumari
Product Operations
Summary
Overview
6
years of professional experience
7
years of post-secondary education
Work History
Gartner
Team Lead - Product Operations
04.2024 - Current
Job overview
- Lead a team of product operations specialists and associates, overseeing day-to-day operations and ensuring alignment with BU OKRs.
- Implemented and refined processes for managing and analyzing customer reviews and ratings, resulting in a 20% increase in user satisfaction.
- Collaborated with product management, engineering, and UX teams to develop and launch new features based on customer feedback.
- Fostered a culture of innovation and continuous improvement within the team, leading to a 15% increase in operational efficiency.
- Utilized data analytics to identify trends and insights, driving continuous improvement in product performance and customer experience.
- Developed and delivered comprehensive reports to senior leadership, highlighting KPIs and strategic OKRs.
- Conducted regular feedback sessions, provided constructive coaching, and set performance goals with team members.
Gartner
Senior Product Operations Specialist
11.2022 - 04.2024
Job overview
- Supported the product operations team in managing over end user queries, ensuring 99% query closure in 2 business days
- Assisted in the development and execution of product strategies that improved customer engagement by 25%
- Analyzed customer feedback to identify trends, providing actionable insights that led to a 20% increase in feature adoption.
- Coordinated with marketing and sales teams to align product operations with business objectives, resulting in cross-functional efficiency.
- Led operational initiatives to solve ongoing strategic operations challenges.
- Served as a subject matter expert on company's product line, providing valuable insights and recommendations to internal and external stakeholders.
- Enhanced customer satisfaction by 15% identifying and resolving product-related issues in a timely manner.
- Maintained comprehensive documentation of processes and procedures, improving operational efficiency by 30%.
UrbanPiperBengaluru, Karnataka
Onboarding Manager
09.2020 - 11.2022
Job overview
- Leveraged my deep understanding of UrbanPiper's products and services to develop comprehensive onboarding materials and training programs for new clients.
- Designed planning and messaging strategies for implementation projects, maintaining on-time completion rate of 83%.
- Implemented continuous improvement initiatives for the onboarding program based on feedback from clients and stakeholders.
- Increased client retention by 27% with excellent communication and consistent follow-ups throughout the onboarding process.
- Configured implementation parameters based on customer requests and personal inspection of clients' product limitations.
- Conducted post-implementation reviews for continuous improvement opportunities in future projects.
- Authored user documentation to help train third-party personnel on newly-implemented POS product.
Lodestar Career Guidance
Senior Product Lead
01.2020 - 09.2020
Job overview
- Led the end-to-end product development process, from ideation to execution, collaborating closely with cross-functional teams including product managers, designers, engineers, and content creators.
- Increased product efficiency by streamlining design and implementation processes.
- Oversaw the entire lifecycle of product development from concept to launch, ensuring successful rollouts and customer satisfaction.
- Enhanced customer satisfaction by soliciting feedback on products through surveys and focus groups, then implementing necessary changes based on insights gathered.
BYJU'S
Product Specialist
05.2018 - 12.2019
Job overview
- Conducted market research and competitive analysis to identify emerging trends, user needs, and opportunities for product innovation.
- Assisted with demonstrations for K12 to showcase functionality.
- Continually expanded knowledge of K12 product line.
- Successfully drove adoption rates of new products among existing clients by showcasing added value and benefits over previous offerings.
- Trained and provided coaching to team members.
Education
Alliance University
MBA from Operations Management
01.2016 - 04.2018
University Overview
Siksha 'O' Anusandhan University
B. Tech from Electronics and Communications Engineering
01.2012 - 04.2016
University Overview
Skills
Product Operations Management
Microsoft Office Suite (Excel, Word, PowerPoint)
Data Visualization Tools (Tableau, Power BI)
Stakeholder Management
Agile Methodologies
Team Leadership
JIRA and Confluence
Process Improvement and Optimization
CRM Tools like FreshDesk, Salesforce, SugarCRM, etc
Timeline
Team Lead - Product Operations
Gartner
04.2024 - Current
Senior Product Operations Specialist
Gartner
11.2022 - 04.2024
Onboarding Manager
UrbanPiper
09.2020 - 11.2022
Senior Product Lead
Lodestar Career Guidance
01.2020 - 09.2020
Product Specialist
BYJU'S
05.2018 - 12.2019
Alliance University
MBA from Operations Management
01.2016 - 04.2018
Siksha 'O' Anusandhan University
B. Tech from Electronics and Communications Engineering
01.2012 - 04.2016