Vivek Sankhyan
Senior Product Manager
Faridabad
Summary
Experienced product leader with 12+ years of expertise in product management. Skilled in developing exceptional products and delivering tangible value for customers and the company. Established and managed a team product managers. Collaborated with cross-functional stakeholders to drive customer-centric initiatives.
Overview
17
17
years of professional experience
5
5
years of post-secondary education
Work History
Sr. Product Manager – Lenskart (India & Global)
Lenskart
2019.09 - Current
- Built and scaled a world-class post-purchase experience across Android, iOS, M-site, and desktop, serving millions of customers across India and international markets.
- Integrated CRM, Chatbot, and IVR platforms into a unified post-purchase flow, driving a 35% reduction in customer contact rate through seamless self-serve options.
- Designed and launched Lenskart’s first 0-to-1 omnichannel return & exchange platform, transforming fragmented workflows into a cohesive, tech-enabled experience across geographies.
- Reduced P99 return/exchange turnaround time from 15 to under 8 days by leveraging logistics automation, reverse pickup intelligence, refund automations, and real-time customer communication.
- Architected NPS-based customer feedback loop, driving feature prioritization and CX decisions across product, ops, and tech—resulting in 25% NPS improvement.
- Introduced incentive-linked CX metrics across support and operations, creating shared ownership for customer delight across functions.
- Owned the product roadmap for post-purchase and returns, aligned to company OKRs and CX north stars; shipped high-impact features on time and under budget.
- Mentored 3+ junior PMs, embedding industry best practices in roadmap planning, agile delivery, and data-driven decision-making.
Director Product Management
ShopClues.com
2013.05 - 2019.09
- Led product strategy for SmartShip, scaling the logistics SaaS platform to a ₹45L/month contribution margin, through intelligent courier routing, service tiering, and frictionless merchant onboarding. Website link: https://smartship.in/
- Delivered ₹4 Cr/year in cost savings by launching a decision support system for real-time courier allocation, reducing logistics spend and improving SLA adherence by 25%.
- Built in-house CX automation tech, replacing 3rd-party solutions to reduce service costs by ₹1Cr/year, while driving a 15% uplift in CSAT through smarter support workflows and escalation handling.
- Conceptualized and shipped end-to-end fulfillment tech stack, including first-mile pickup app, store manager tools, and logistics dashboards—streamlining operations and reducing order dispatch time by 22%.
System Engineer (Retail & FMCG)
Tata Consultancy Services
2010.09 - 2012.04
- Led the delivery of strategic initiatives for one of the largest pharmacy clients in the U.S., ensuring alignment with compliance and operational goals.
- Owned end-to-end client engagement, translating business needs into actionable product requirements through continuous stakeholder collaboration.
Project Engineer (Retail & FMCG)
Wipro Technologies
2008.03 - 2010.09
- Contributed to the end-to-end development of a warehouse management system for a global sportswear brand, enhancing logistics and fulfillment operations.
Education
MBA - MBA
Great Lakes Institute of Management
Gurgaon 2012.05 - 2013.04
B.Tech -
Malout Institute of Management And Information Technology
Malout, Punjab 2003.06 - 2007.05
Skills
Order management expertise, Logistics software proficiency, Returns management systems
Proficient in generative AI, Startup experience, JIRA project management, Figma, Excel, Lucid Charts, Power BI
Stakeholder management, Customer empathy
Data-driven decision making, Product roadmap management, Product lifecycle management, Problem-solving
Additional Information
- Winner of ShopClues Hackathon event in the “Most Impactful Ideas” category for SmartShip, Gurgaon
- Secured 1st position in the Project Readiness Program of Wipro Technologies, Banglore
- Silver Medalist in All India Mathematical Talent Search Examination, Sunder Nagar
Timeline
Sr. Product Manager – Lenskart (India & Global)
Lenskart
2019.09 - Current
Director Product Management
ShopClues.com
2013.05 - 2019.09
MBA - MBA
Great Lakes Institute of Management
2012.05 - 2013.04
System Engineer (Retail & FMCG)
Tata Consultancy Services
2010.09 - 2012.04
Project Engineer (Retail & FMCG)
Wipro Technologies
2008.03 - 2010.09
B.Tech -
Malout Institute of Management And Information Technology
2003.06 - 2007.05