Arvind Verma
Verified Expert in Product Management
Product Manager
Bengaluru, Karnataka, India
Toptal member since March 3, 2021
Arvind has been an eCommerce product leader since 2013, working for industry giants, eBay and Amazon, and currently Agoda, the online travel company. As the senior product manager, he led the design and development of the consumer side of Amazon Pay in India, currently used by 100+ million customers. In addition to deep expertise in checkout and payment processing, Arvind has an impressive track record of increasing revenue and margins by converting dropped-off visitors into paying customers.
Project Highlights
Expertise
- App UX
- Client Presentations
- Consumer Research
- Data Analytics
- Product Management
- Prototyping
- Stakeholder Management
- eCommerce
Work Experience
Product Management Director
Chegg
- Built and scaled the product to handle over one million questions and 250,000 teachers per day.
- Built an AI model to detect the quality of answers. Currently, 25% of answers are checked automatically for quality.
- Developed smarter routing to reduce time to get an answer for a student by 40%.
- Increased, together with the team, quality scores of answers by 40% in the last 12 months.
- Improved teacher engagement KPIs to 50% in the past two years.
Senior Product Manager
PhonePe
- Increased automated onboarding of merchants from 55% to 73%, which enables PhonePe to scale its merchant base without investing in an agent force on the ground.
- Increased automation of merchant queries from 35% to 55% across the top five contact categories, enabling PhonePe to scale its merchant base without investing in customer care headcount.
- Built multiple new products to enable new use cases for online merchants to increase PhonePe's payment share: phone pre-payment on delivery for Myntra, Flipkart, and eKart, and QR-based desktop payments for all online merchants.
- Created an annual and quarterly product roadmap and then worked with stakeholders to prioritize the backlogs, using KPIs as a North Star.
Senior Product Manager, Payments, Cart & Checkout
Majid Al Futtaim
- Conceptualized and launched a 1-hour express delivery in the UAE.
- Conceptualized and launched a pickup-from-store offering in the UAE.
- Improved the cart conversion rate by over 40% since Q3, 2019.
Product Owner
Agoda
- Added innovative payment methods, such as 7/11, and installment payments in Korea. At the same time, improved funnel conversion rates of the pay now and pay later products by more than 6% (at that time).
- Increased the saved percentage from 3.6% to 4.8% within five months, representing about $3.5 million in margin per annum. Before the changes, about 10% of non-canceled, pay later bookings failed at the time of payment, and we recovered only 3.6%.
- Built a scraping engine that compared Agoda prices with competitive prices in real time and generated reports detailing the hotels where we were losing on price.
- Created an annual and quarterly product roadmap and then worked with stakeholders to prioritize the backlogs, using KPIs as a North Star.
Senior Product Manager
Amazon.com
- Served on the team that built the Amazon Pay product for India, which is being used by more than 100 million customers in India today.
- Created the consumer-side experience for the product, which included designing the customer journey, adoption plan, feature roadmap, UX, and monetization.
- Engaged with senior stakeholders across the organization to launch the product. Stakeholders included engineering, product, finance, marketing, and legal, and top management for approvals.
- Created an annual and quarterly product roadmap and then worked with stakeholders to prioritize the backlogs, using KPIs as a North Star.
Product Manager
eBay
- Managed the checkout and post-transaction customer experience on eBay and played a key role in managing all product activities around internet marketing.
- Improved checkout funnel efficiency, directly increasing gross merchandise value (GMV) by 5%.
- Introduced permanent carts, as 80% of carters were previously using temporary carts, and abandoned cart emailers added 1.5% to overall GMV.
- Improved the efficiency of guest checkouts by 33%.
- Implemented and scaled a payback loyalty program and increased adoption by 50%.
- Designed cash on delivery (COD) risk models to reduce unaccepted returns (RTO) by 15%.
- Created an annual and quarterly product roadmap and then worked with stakeholders to prioritize the backlogs, using KPIs as a North Star.
Project History
Agoda | Pay Later for Hotel Bookings
Played a key role in increasing the percentage of pay-later bookings that were saved, from 3.6% to 6.5% over four months, worth about $3.5 million in margin per annum.
Added measurement to the payment emails, which improved the payment failure emails, and started tracking all clicks. Increment = 0.25%
Increased time-to-pay after payment failure from 24 hours to 44 hours. Increment = 0.4%.
Personalized reminders to update payment information in case of expired cards. Increment = 1%.
Converted bookings to pay-at-the-hotel where we could. Increment = 1.25%.
Amazon.in | Amazon Pay for the India Market
Led the design and development of the Amazon Pay product on the consumer side. Currently, this product is used by over 100 million people in India.
• Designed consumer journeys.
• Led the UX design.
• Led consumer interviews and focus groups.
• Managed stakeholders in legal, finance, marketing, engineering, and product.
• Built the go-to-market plan.
• Optimized the funnel to reduce consumer dropoffs before clicking the pay button.
• Reduced payment-related failures by working with payment gateways and banks.
Onboarding Merchants Automatically on PhonePe
Increased the automated onboarding of merchants from 55% to 73%, enabling the company to scale its merchant base without investing in an agent force on the ground.
One-hour Delivery Experience for Carrefour in the Middle East
Led the design and implementation of a 1-hour delivery service for Carrefour supermarkets in Dubai.
• Identified areas in Dubai where 1-hour delivery could be launched.
• Worked with the UX design team to test prototypes with prospective customers.
• Collaborated with the engineering team to create an inventory segregation mechanism for 1-hour and normal delivery.
• Led a team of engineers in an Agile fashion to build this experience in the Android and iOS app.
• Collaborated with product marketing to launch the product and drive usage.
• Worked with analytics to monitor usage and drive new changes in the UX-based insights from data.
• Moved 15% of all orders to express delivery within eight weeks of launch, despite express delivery being a paid service.
Education
Post Graduate Diploma in Computer Management (PGDCM) in Computer Systems and Marketing
Indian Institute of Management (IIM) Calcutta - Kolkata, India
Btech in Mechanical Engineering
Thapar Engineering College - Patiala
Skills
Tools
Jira, Balsamiq Mockups, Google Analytics, Slack
Paradigms
Requirements Analysis, Agile Product Management, Agile
Platforms
Google Analytics 4
Industry Expertise
Hospitality
Other
Product Management, eCommerce, Product Strategy, User Research, Product Roadmaps, Fintech, User Stories, Minimum Viable Product (MVP), Product Ownership, User Experience (UX), User Interface (UI), Product Vision, Product Owner, Backlog Management, Startups, Consumer Applications, Business Models, System Integration, Go-to-market Plans, New Product Development, Growth Hacking, Business Analysis, Requirements, Stakeholder Interviews, Project Management, Business to Business (B2B), Communication, Process Design, Stakeholder Engagement, Stakeholder Management, Consumer Research, Prototyping, Data Analytics, Client Presentations, App UX, A/B Testing, Product Growth, User Personas, Product Requirements Documentation (PRD), Scrum Product Owner, Data-driven Marketing, Software as a Service (SaaS), Forecasting, Supply Chain, Content Management Systems (CMS), Market Entry, Marketing Technology (MarTech), Build/Buy Analysis, Email Design, Email Marketing, UX Design, Product Delivery, Product Development, Product Discovery, Go-to-market Strategy, APIs, Marketing, Customer Research, Product Launch, MVP Design, First Principles, Critical Thinking, Monetization Models, SaaS, Large Language Models (LLMs), Machine Learning Operations (MLOps), Artificial Intelligence (AI), Machine Learning, Natural Language Processing (NLP), Knowledge Bases
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