Led the strategic development of the Road Opening Permit System, Design Review System, and other groundbreaking initiatives aimed at modernizing permit management processes for contractors across the country. Led the formulation of key features, functionalities, and requirements, ensuring alignment with stakeholder needs and industry standards. collaborating with cross-functional teams. The system, which integrates with GIS (ArcGIS) and incorporates complex business rules, electronic permits, SLA management, and chat features, has revolutionized permit issuance by replacing traditional paper-based methods with a highly efficient digital solution. Widely adopted by government organizations and contractors, the system has significantly reduced processing times while enhancing operational efficiency.

Led the strategic implementation of modern ERP systems across multiple airlines, optimizing operational efficiency and elevating performance standards. As the Product owner/ lead Business Analyst, meticulously managed the end-to-end process, including requirements gathering, analysis, and cross-functional collaboration. Ensured seamless integration of the ERP solutions, resulting in streamlined operations and improved productivity. The successful transition enhanced overall performance metrics and customer satisfaction, marking a significant milestone in the airlines' digital transformation journey.

As the Product Owner, led the development of warehouse management solutions tailored for mega warehouses (duty-free warehouses), driving efficiency and productivity. Defined comprehensive requirements and prioritized key features to address complex operational challenges. Through close collaboration with stakeholders, successfully streamlined warehouse operations, optimizing processes and resource utilization. The implemented solutions resulted in significant cost savings and enhanced inventory management accuracy, positioning the warehouses for scalable growth. This strategic initiative played a pivotal role in transforming warehouse operations, ensuring seamless workflow orchestration and improved overall performance.

Led the implementation of chatbot solutions to enhance citizen engagement in government services, driving digital transformation initiatives. As the Digital Products Lead strategized, roadmapped, and meticulously detailed requirements for seamless integration. Ensured alignment with organizational goals, optimizing functionality to meet user needs effectively. The successful deployment of chatbots revolutionized service delivery, improving accessibility and efficiency for citizens. This initiative marked a significant milestone in modernizing government services, enhancing user experience and satisfaction.

Crafted the Strategy, and roadmap and defined requirements as the Product Manager for a healthcare interoperability platform, laying the groundwork for streamlined data exchange. Steering the development of a national-level health application, I prioritize compliance and usability through ongoing cross-functional collaboration. Continuously ensuring alignment with regulatory standards and industry best practices, this ongoing initiative promises to revolutionize healthcare technology and elevate patient care outcomes. Our work signifies a pivotal step towards advancing healthcare delivery on a national scale, fostering interoperability and innovation in the industry.

Conducted thorough cost-benefit analyses on humanoid robots to assess their potential for enhancing customer service efficiency. As the Product Manager, focused on identifying opportunities and presenting actionable insights for the implementation of AI-driven solutions in customer interaction. The analysis served as a foundational step in understanding the feasibility and impact of integrating humanoid robots into the customer service landscape.

Orchestrated the scoping and road-mapping phase for the development of AI/ML solutions aimed at revolutionizing asset management. Led the strategic planning process, defining project scope, objectives, and requirements in collaboration with stakeholders. Crafted a comprehensive roadmap outlining key milestones and deliverables for the upcoming implementation phase. With scoping and roadmapping complete, poised to lead the implementation stage to deliver innovative solutions that optimize asset management practices and drive business value.

As the Product Owner, I led the product roadmap, conducted discovery sessions, and managed requirements, backlog, and prioritization. Collaborating with cross-functional teams, I ensured successful implementation of the solution, resulting in remarkable efficiency gains in ground operations. The solution offered real-time tracking of inventory, streamlined procurement processes, and optimized resource allocation. Through intuitive user interfaces and seamless integration with existing systems, we enhanced operational visibility and decision-making. The system's robust analytics capabilities enabled data-driven insights and informed strategic planning. Overall, our solution significantly reduced turnaround times, minimized inventory discrepancies, and improved overall operational efficiency, positively impacting the bottom line.

In the Digital Customer Services Innovation program, I owned and managed the requirements related to several key innovations aimed at elevating customer experience:

WhatsApp Integration: Taking ownership of the requirements for integrating WhatsApp into our service ecosystem, I meticulously outlined the necessary steps for seamless implementation. This involved identifying key functionalities and technical specifications required to ensure a smooth customer experience.

Intelligent IVVR Requirements Definition: I spearheaded the definition of requirements for implementing intelligent IVVR functionalities. This included identifying automation opportunities, defining decision trees for query resolution, and specifying routing rules to ensure efficient handling of customer requests.

AI in Customer Service Specification: As the owner of AI-related requirements, I collaborated with stakeholders to define specifications for AI-driven customer service solutions. This encompassed outlining requirements for AI-powered query resolution, sentiment analysis, and theme identification to enhance service quality and efficiency