SHUBHAM BHARDWAJ
Product Manager
Gurgaon
Summary
Results-driven Product Manager with expertise in optimizing customer journeys, boosting conversions, and driving unassisted sales. Skilled in cross-functional collaboration, CRM strategies, and data-driven decision-making to enhance user experience and drive business growth.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Product Manager - Home Insurance
PolicyBazaar
2024.07 - Current
- Improving funnel by reducing drop-off % throughout CJ & enhancing the online customer journey to increase unassisted policy sales
- Working on customer communications through CRM, WhatsApp scheduler messages, and email campaigns to re-engage dropped-off users
- Coordinating with cross-functional teams, including CRT, SEO, Legal, Design, Creatives, Payments and Central teams
- Managing the customer journey (CJ) for housing society insurance, optimizing it up to the quotes page, & improving communication for interested and dropped-off users
- Handling daily tasks like backlog management, daily lead tracking, and communication tracking
- Utilizing tools such as QuickSight, SQL, JIRA, Excel, and AWS-SQL for data analysis and reporting
- Led a website journey revamp, optimizing design and input fields across all steps
- Developed plan bundling strategies to help customers make informed choices on the quotes page by structuring plans with progressive features and pricing
- Implemented cross-sell strategies, including banners on the thank-you pages of other business units (e.g., motor insurance) to increase engagement
- Enhanced error handling for insurer errors in CJ, improving the user experience by providing clear actions
- Introduced pre-fill details for returning users, leveraging existing customer data from other purchased products
- Worked on GA tag implementation to enhance tracking and analytics
- Created WhatsApp triggers for dropped-off customers throughout the CJ to improve re-engagement & conversion
- Launched a payment-first WhatsApp journey to target customers left by agents with small premiums
Program Manager
ALLEN Career Institute
2023.03 - 2024.06
- Led daily operations through data analysis & comprehensive reporting, successfully launching the NEET-PG course
- Implemented a comprehensive payment processing system, reducing a three-month delay and optimizing financial operations
- Managed cross-functional teams to ensure timely delivery of FMGE/NEET PG/INI preparation tests
- Assessed and mentored the QC team, leading to a 25% reduction in rework and a 30% improvement in quality
- Improved team productivity by setting targets, optimizing content delivery, and reducing project turnaround time
Program Manager (CEO's Office)
BYJU'S
2020.01 - 2022.11
- Managed the BNAT/BST Scholarship campaign, the highest revenue generator in the K10 segment
- Launched BYJU'S Home Tuitions as a new product vertical for the pilot version in Bangalore
- Led the end-to-end integration of Gradeup courses into BYJU'S ecosystem post-acquisition
- Developed and managed a call audit process, reducing escalations from 40% to less than 4% in 3 months
- Program-managed the integration of diverse tech platforms into Snowflake and developed Tableau dashboards
- Coordinated sprint planning and task prioritization for platform integration projects
Retention Manager
BYJU'S
2019.07 - 2020.12
- Achieved 50% retention over 1.5 years, exceeding business expectations
- Managed a team of 7 Retention associates and handled high-end escalations (social media & legal complaints)
- Conducted bi-weekly meetings with senior management to review critical case studies
Senior Business Development Executive
BYJU'S
2019.02 - 2019.06
- Generated ₹25+ lakh in revenue in 5 months, fostering strong post-enrollment student relationships
DevOps Team Engineer
Infosys
2016.07 - 2019.01
- Managed production releases, reports generation, and change request implementation
- Optimized database performance and supported CI/CD pipelines through efficient SQL queries
- Worked as Incident & Problem Management Associate for AstraZeneca in a Documentum-based project
Education
Bachelor of Engineering - Computer Science
Chitkara University
Baddi, HP 2012.01 - 2016.01
High School - undefined
K.B D.A.V Sr. Secondary School
Chandigarh, PB 2011.01 - 2012.01
Skills
Product & Program Management
Strategic Planning & Execution
Market & Competitive Analysis
User Experience (UX) Optimization
Certification
Google Project Management Certification, Coursera, Advanced techniques in project management.
Accomplishments
- BEP Launch: Set up the entire service ecosystem of BEP-Gradeup, helping in 10x scalability.
- Top Talent (Retention): Recognized as a top performer in Retention Management for 6 months.
- Resolved Delayed Payment Issue: Streamlined a 3-month payment processing issue in just 2 weeks.
Timeline
Product Manager - Home Insurance
PolicyBazaar
2024.07 - Current
Program Manager
ALLEN Career Institute
2023.03 - 2024.06
Program Manager (CEO's Office)
BYJU'S
2020.01 - 2022.11
Retention Manager
BYJU'S
2019.07 - 2020.12
Senior Business Development Executive
BYJU'S
2019.02 - 2019.06
DevOps Team Engineer
Infosys
2016.07 - 2019.01
Bachelor of Engineering - Computer Science
Chitkara University
2012.01 - 2016.01
High School - undefined
K.B D.A.V Sr. Secondary School
2011.01 - 2012.01