GenAI Product Operations & Program Specialist at Uber Technologies (2025-03 – Present)
- Led the end-to-end lifecycle of 3 enterprise GenAI products—Response Generation, Text Summarisation, and Voice Summarisation—from problem identification and PRD development through experimentation, global rollout, and post-launch optimisation, supporting 5,000+ global support agents.
- Partnered with Product, Engineering, and Design to translate business problems and user feedback into PRDs, functional requirements, and delivery plans, and to drive UAT, usability testing, pilot planning, and launch readiness.
- Partnered with Localisation, Legal, and Safety teams to define market-specific requirements, validate compliance, and enable reliable AI product launches across global regions.
- Identified hallucination risks during usability testing and recommended launch postponement, while establishing structured evaluation and feedback programs that prioritised 100+ product enhancements based on customer impact, severity, and engineering effort.
- Improved product adoption from 40% to 93% through simplified onboarding and continuous agent feedback, while contributing to a 45% reduction in Average Handle Time (AHT) through GenAI-powered response generation.
Employee Transportation – 0→1 Program Launch at Uber Technologies (2024-11 – 2025-02)
- Designed and operationalised Uber's 0-to-1 Employee Transportation Program, partnering cross-functionally to launch a shared-commute solution for 2000+ employees, later expanded to enterprise customers, including Bank of New York.
- Led pilot planning (Experimentation) and launch execution across Product, Engineering, Operations, Facilities, Security, Vendor Management, and Leadership, establishing scalable workflows and launch readiness for Hyderabad.
- Translated operational requirements into application features during Engineering discussions, resolving routing, vendor coordination, and shift-based scheduling challenges during pilot execution.
- Designed phased rollout recommendations and drove adoption through QR-based onboarding, awareness campaigns, and direct user feedback, contributing to improved vehicle utilisation and lower transportation costs.
Product Analyst at Uber Technologies (2023-11 – 2024-10)
- Investigated customer and agent pain points with Product, Engineering, Content, and Operations teams, translating operational challenges into prioritised product improvement opportunities.
- Performed end-to-end product analysis for 30+ projects using SQL, root cause analysis, and structured issue categorisation frameworks to identify recurring customer problems and recommend high-impact product improvements.
- Influenced product and operational decisions by presenting data-driven recommendations to Product, Engineering, Content, and Operations, enabling prioritisation of product enhancements and customer experience improvements.
Insights Generation Analyst at Uber Technologies (2021-04 – 2023-10)
- Analysed large-scale customer support datasets using SQL, pivot tables, and analytical frameworks to identify trends, recurring issues, and business improvement opportunities, while developing structured reports and dashboards in decision-making.
- Conducted root cause analysis on customer and operational issues, partnering with cross-functional stakeholders to communicate analytical findings, validate hypotheses, and support data-driven process improvements.
- Built recurring business reviews and analytical reports that enabled leadership teams to monitor operational performance, identify emerging trends, and prioritise improvement initiatives.
