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
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
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