Priyanka T.

Hack for LA

-Orchestrated a 3-year product vision and goals with a team of 15+ UI / UX researchers, designers, developers,  product managers, and analysts to improve onboarding, create scalable infrastructure, and build a skills assessment dashboard for cohorts.

-Collaborated on development of Research Plans, adding success metrics, refined the scope and requirements resulting in a reusable Research Plan templates and KPI standards for ongoing measurement of program year over year and creation of reproducible research, thereby reducing research turnaround time by 25%

-Draft one-pager project overview to clarify problem statement and 12-month roadmap to have project alignment with the parent organization and faster onramp for internal/external stakeholders

-Managed research team, conducting and synthesizing user research, revising and setting standards for survey questions, coding, and presentation to improve research program quality and design research ops strategy 

-Optimized onboarding in the 2nd pilot program and grew admission intake rate by 75% by conducting 9 user interviews, analyzing and synthesizing feedback and provided recommendations for program design improvement

-Created meeting framework and documentation, resulting in improvement in workflow cadence, productivity and team collaboration

-Managed the prioritized backlog by writing issue tickets including 150+ user stories, story point estimation, roles identification, and feature assignment; evaluated team member generated issues for completeness, dependencies, time sensitivity, and provide clear guidance on next steps for all team members

-Worked cross-functionally to create a program of continuous improvement for the product including a prioritized roadmap with milestones

-Led the Product Management Community of Practice to facilitate knowledge sharing & support peer-to-peer mentorship among product managers.

Product Manager, Student product (TWE)

Dedicated Defined Benefit Services (Ascensus)

Led the Continuing Edtech webinar Product end to end, automated webinar invites, launched enhancements and redesigned the new sales and marketing page.

- Boosted CTR by 10% and reduced webinar invite turnaround time by 35%, saving $80K / month via rollout of marketing automation and an A/B testing program.

- Increased website traffic by 23% through the creation of various marketing assets like presentations for the webinars, whitepapers, and infographics.

- Reduced cost by 15% by streamlining the annual website content update process including scoping, planning, resource optimization, execution, and refining marketing collaterals.

- Streamlined the post-webinar and the sales process via implementation of a feedback loop.

- Improved conversion by 15% by revamping the sales and marketing page for the DDB website.

- Designed and built dashboards for e-mail marketing and website analytics and provided insights and recommendations for campaign planning management. Worked with senior management on the Quarterly Business Review and Marketing Strategy planning.

Growth Product Manager Consultant

Snapfish

**Promoted to Marketing Analyst and then co-founded the Analytics & Strategy team where I mentored, trained and grew the team from 2 to 6.

- Spearheaded a 3-month initiative to formulate and build the first-ever widely circulated business performance KPI dashboard across EMEA, APJ, and Americas that resulted in a 20% increase in productivity; cross-collaborated on understanding the drivers behind business performance and presented daily to 60+ functional heads and C-level executives.

- Worked closely with the Leadership to tell the ”Story Behind the Numbers” for presentation to parent organization

- Provided recommendations to the marketing team on promotional and pricing strategy. Doubled revenue surpassing P&L goals by devising monetization strategies for two flagship categories via new product introduction, competitive analysis and UX experimentation on shipping. 

- Acted as a liaison between Marketing and other functions of the organization to effectively communicate business requirements to the BI team.

- Led data democratization efforts with Data Engineering and Finance to provide a single source of truth for our data and worked with the Business Intelligence team to design, improve, automate processes related to reporting and tracking.

- Oversaw the implementation of Spotfire, a data analytics tool providing a holistic and uniform view of customers across web and mobile for 7 categories.

- Provide regular updates on product sales and make recommendations on data-lead cross sell / upsell opportunities and new product initiatives.

- Monitor website performance to identify key pain points, understand conversion rates for product purchase, and optimize ease of navigation in the customer journey for web ordering.

- Hired and managed consultants to support business objectives

Product Strategy and Analytics

Summary: Voice of the Customer (VOC) where I was a liaison between Customers and rest of our organization. Launched various customer service strategic initiatives; Increased CSAT to 85% and reduced contact center cost by diagnosing, addressing and incorporating customer feedback data in product and marketing decisions

-Reduced customer contact rate by double digits, improved CSAT and saved millions of dollars in refunds by leading the discovery and the launch of the single box promo code feature in an agile environment 
 
-Reduction in reorders and refunds by 50% via deep dive analysis of customer feedback data and cross-collaborating with CS, Vendor ops, UI / UX and Engineering to address cropping issues

-Instrumental in developing processes to oversee and ensure a seamless experience for our white glove B2B print to retail customers such as Walmart, Walgreens and Meijer. Regularly analyzed print to retail data and provided recommendations for improvement through customer feedback insights

- Created and managed VOC processes to enhance support experience and to ensure customer feedback was incorporated in product and business decisions

- CS Lead on Production Huddle; be a Voice of the Customer (VOC) to cross-functional teams; empower support teams to debug issues and use the bug prioritization, escalation and resolution process

Customer Support Strategy Analyst | Product Operations Manager

blueEnergy Group

Consultant - Impact Evaluation

University of San Francisco

Conducted empirical and behavioral research on how civil war in Sierra Leone impacted community water-source maintenance contribution 

•Pre-preparation involved conduct of literature reviews and design of survey instruments and sampling methodology to collect firsthand quantitative data from the war victims

•Fieldwork involved supervision of local enumerators, directing logistics, conducting of experimental and survey test rounds for the pilot and execution of the survey consisting of socio economic, health, water and sanitation variables.  I was also involved with conducting interviews with government officials (Ministry of Health and Sanitation - Sierra Leone) and NGOs to collect qualitative and secondary data

•Achievements involved management and successful conduct of 44 experimental sessions and preparation of data (500+ households and 20 villages) for successful hypothesis testing using advanced applied econometric techniques via STATA 10 software

International Development and Behavioral Economics Field Researcher in Sierra Leone, West Africa

Department of Economics - Global Economy (Prof. Harmut Fischer) Fall 2009
Department of Business and Management - Marketing Principles (Prof. Thota) Spring 2009                                                          

•Helped students from non-economics majors with difficult questions pertaining to economics
•Organized the logistics of student evaluations and recorded grades.
•Provided solutions to problem sets along with continuous feedback and scope for improvement in performance to students 
•Conducted review sessions for exam preparation
•Collaborated on examination planning
•Administered Exams and performed grade analysis
•Performed analysis using SAS and SPSS as a research assistant in the Business Department

Graduate Teaching & Research Assistant- Economics and Business Management

Jantaa

Micro finance start up in the bay area

•Conducted literature reviews for implementation of pilot education microloan program in India
•Developed and translated training materials for the local MFI partners
•Analyzed credit applications to assess microloan eligibility and default of borrowers

Research Assistant Internship

Product | Customer Advocacy | Behavioral Economics | Data | E-commerce & SMB | IPMA Fellow @ UW | Buddhism

Throughout my life, customer empathy has been ingrained in my heart and my inspiration for understanding the “why” behind customer behavior stems from my childhood experiences. As a little girl, I watched my father always put his customers first while selling rugs. I became passionate about community development, consumer behavior and wanted to help create an impact. Pursuing this goal, I earned a graduate degree in economics and International Development, and as a behavioral economics researcher, I conducted an empirical analysis and mixed methods research in Sierra Leone to understand the impact of war on behavioral attitudes toward health and community water maintenance contribution. 

I love taking a human-centered and data-centric approach to solving problems and currently, I have 7+ years of varied experience across product management, customer service, marketing, analytics, and behavioral research at non-profits, large corporations, and start-ups, specializing in E-commerce and education technology companies.

All my roles have entailed working closely with both internal and external customers so I am known to invest in building relationships and manage stakeholder expectations with empathy. I have successfully launched strategic product initiatives and cross-collaborated with various teams facilitating data-driven decision making to drive engagement and lead them on the path to monetization. I am also adept at breaking down complex concepts to both technical and non-technical audiences and have worked closely with senior management to tell the story behind numbers. 

Community development and understanding customers' motivations is at the core of my heart so I’d love to work for a mission-driven customer-centric organization where I can make a difference in the lives of the consumers.

I am looking for my next opportunity to collaborate and build with interdisciplinary teams to solve problems where we can move the needle on business metrics while creating an impact.


TECHNICAL SKILLS: GitHub, STATA (Econometrics), Miro, Salesforce, Figma, Python, Adobe Suite, Google Analytics, Jira, Aha, MixPanel, Hotjar, Spotfire (Vertica), SQL, Act-on Marketing Automation, Machine Learning

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