Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
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Vivek Sankhyan

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
09.2019 - 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
05.2013 - 09.2019
  • 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
09.2010 - 04.2012
  • 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
03.2008 - 09.2010
  • 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
05.2012 - 04.2013

B.Tech -

Malout Institute of Management And Information Technology
Malout, Punjab
06.2003 - 05.2007

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
09.2019 - Current

Director Product Management

ShopClues.com
05.2013 - 09.2019

MBA - MBA

Great Lakes Institute of Management
05.2012 - 04.2013

System Engineer (Retail & FMCG)

Tata Consultancy Services
09.2010 - 04.2012

Project Engineer (Retail & FMCG)

Wipro Technologies
03.2008 - 09.2010

B.Tech -

Malout Institute of Management And Information Technology
06.2003 - 05.2007

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Vivek SankhyanSenior Product Manager