Geetansh Merani, Product Manager in Mumbai, Maharashtra, India
Geetansh Merani

Product Manager in Mumbai, Maharashtra, India

Member since April 24, 2020
Geetansh brings nearly a decade of development and agile expertise to projects for successful end-to-end delivery. He is a seasoned product manager who has worked with consumer products, startups, and corporates across eCommerce, telecom, media, and enterprises such as VMware, AirWatch, and Jio. Geetansh has led cross-functional teams with a focus on problem-solving, customer service, and managed products with over 100 million active users.
Geetansh is now available for hire

Project Highlights

  • Successfully designed and implemented a help desk solution with an in-house chatbot, Zendesk KB, and chat integration to reduce missed customer service requests from 66% to 40% in four weeks.
  • Led development for a micro-finance project where more than 4.5 milliion JioPhone devices distributed and five million Jio payment bank accounts opened in one activation scheme. The micro-finance has Rs. 10,000 crore loan disbursal each year.
  • Successfully designed and implemented geo-fencing and mCoupon for CouonDunia Retail vertical offering.

Expertise

Education

Employment

  • Product Owner

    2020 - PRESENT
    Toptal Client
    • Established and implemented a loyalty program for retailer engagement using Capillary Tech (https://www.capillarytech.com).
    • Defined integration with multiple B2B businesses to enable retailer transactions resulting in increased loyalty points.
    • Released a campaign in East Africa, resulting in the disbursement of 100,000+ points valued over USD $2 million in a short period of two months.
    • Defined the reward redemption store and the redemption process using Zendesk for ticket management and knowledge-base features.
    • Designed and implemented cash reward disbursal of points using payment APIs.
    • Built a community-based retailer and a customer app to increase retailer engagement, thus increasing retailer investment in the loyalty program.
    • Implemented a customer service portal successfully on the retailer app using Zendesk for approval, reward redemption, and issue resolution, thus improving retailer satisfaction.
  • Product Manager | Analytics Consultant

    2020 - 2020
    Optimize App
    • Planned and implemented Agile and Scrum ceremonies for the development team.
    • Set up Mixpanel and Google Analytics for product analytics with app events and user profiles.
    • Created user cohorts and set up communication channels to reach out to app end-users based on event triggers.
    • Conducted Agile and Scrum training sessions for the team and trained developers to be certified as scrum masters.
    • Set up a Jira-scrum board and projects for the team in the role of Jira administrator.
  • Product Director

    2019 - 2020
    Apertum Online
    • Designed and implemented a help desk solution with Chatbot, Zendesk KB, and chat integration to reduce missed customer service requests from 66% to 40% in four weeks.
    • Led the development of the SportyBet Fantasy product offering for the African market.
    • Managed a team of eight developers and product designers. Acted as Jira administrator and scrum master for the SportyBet help desk and fantasy products.
    • Implemented Azure Active Directory for customer service agents and operation agent machines, which allowed agents to work out of any office and any desk on the company's network.
  • Technology and Platform Owner (JioPhone)

    2017 - 2019
    Reliance Jio Infocomm
    • Acted as a technical business owner for all JioPhone models, hardware, OS, App Store, apps, and new initiatives.
    • Led the development of a micro-finance project. Over 4.5 million JioPhone devices were distributed with five million Jio payment bank accounts opened with one activation scheme using micro-financing with Rs. 10,000 crore loan disbursal each year.
    • Led technical integration and deployment for the Rajasthan government, with over five million devices distributed in under two months. Deployed three government apps on JioStore and the go-live of special Order2Activation journey for the user’s part.
    • Managed the release cycle and process deployment of more than 50 apps on the JioPhone Jio Store. Reduced the service level agreement from five days to two days to go live.
    • Managed the usage growth of Jio apps on JioPhone (currently ~106 million users) with average daily active users of 39 million.
    • Increased usage from 1.2 million daily active users to 11 million and monthly 40 million users pan India.
    • Handled commercial discussions and the agreement closure for JioPhone apps and services offered. Achieved revenue targets of 30 crore+ for fiscal year 19-20.
    • Managed the release and distribution launch of JioPhone 2 and Jio Media Cable.
    • Oversaw relationships with third-party applications such as WhatsApp, Facebook, YouTube, Hotstar, ZEE5, and SonyLIV for JioStore on JioPhone.
  • CTO

    2016 - 2017
    BrandTouch & Analytics
    • Acted as a technical business owner for BrandTouch, Tryy.in, and all BrandTouch properties.
    • Set up the IT infrastructure from scratch, including a hardware architecture, the software development process, and company IT policy.
    • Led Tryy.in, set up the POC and developed the website and mobile web. Led the AWS setup along with code development using Laravel and AngularJS.
    • Set up the architecture for the CMS, which included an eCommerce module, logistics, feedback, and analytics.
  • General Manager - Product and Marketing

    2016 - 2016
    Essel Utilities Distribution, Co. Ltd.
    • Product owned the Essel broadband app, a device that creates the digital services ecosystem. This includes the Android, Android TV, and iOS app.
    • Managed integrations across various categories such as app-to-app calling, video and voice, messaging, movies, music, games, live TV, flight and hotel booking, taxi services, healthcare, payments, news, education, dating, shopping, and IoT.
    • Collaborated with 24+ alliance partners to integrate the app. These included Google, Amazon, Flipkart, PayU, Oxigen, Hungama Media, PayTM, Pine Labs, BookMyShow, Via.com, Uber, Ola, Spuul, HOOQ, InMobi, and Vserv amongst others.
    • Finalized and brought on board an app and website development vendor resulting in over 80% savings in the development budget.
    • Assisted in the set-top box hardware and software development. Created a one-of-a-kind TV box to convert any television to a Smart TV. Worked with vendors from China to prototype, test, and finalize the device.
  • Senior Product Manager

    2014 - 2016
    CouponDunia Media
    • Managed the application with 2.8+ million downloads, over 500,000 monthly active users, and an app rating of 4.4 on the Android PlayStore.
    • Received the highest ranking of three in the lifestyle category for Android. Featured in the shopping category in the iOS App Store.
    • Increased monthly active users from 350,000 to 500,000+ in two months by increasing user engagement.
    • Led the revamp of the website and app for the introduction of a retail vertical. Redesigned the complete workflow for the offline vertical. Introduced features such as geo-fencing and mCoupon for CouponDunia with increased results in redemption.
    • Oversaw design and wrote functional specifications for both Android and iOS apps. Introduced features to increase app engagement and user retention.
    • Acted as scrum master for the team, improving resource utilization, reduce product backlog, and ensured the team met product release deadlines.
    • Analyzed the data on app usage by customers. Made product enhancements based on the data collected.
    • Acted as the engineering manager for the app development team–managed the daily functions of the developers, assigning tasks, and managing timelines.
    • Collaborated on the last-minute hotel booking app since its' inception. Managed the business plan and marketing strategy. Involved with the branding agency on marketing strategy and brand development.
  • Product Manager

    2012 - 2014
    VMware AirWatch
    • Implemented agile methodology and transitioning from TFS to Jira across all R&D teams at AirWatch for a 500+ strong technology team.
    • Implemented multi-tiered gamification for myAirWatch suite of portals (integration with Badgeville) for increasing customer engagement and build a loyalty program.
    • Redesigned and implemented a complete support infrastructure for myAirWatch (integration with Zendesk).
    • Oversaw the design and wrote functional specifications of products used by more than 6,000 clients. Developers used these functional specifications as a guideline to develop the product.
    • Acted as a scrum master for the team. Tasks included improving resource utilization, reducing product backlog, and helping the team meet product release deadlines.
    • Product-owned SaaSWatch, an array of internal tools to help the SaaS operations team manage more than 200 environments with more than 850,000 devices.

Project History

  • SportyDesk - Help Desk
    Successfully designed and implemented a help desk solution with an in-house chatbot, Zendesk KB, and chat integration to reduce missed customer service requests from 66% to 40% in four weeks.

    SportyDesk is a customer service product for SportyBet.com. They were receiving a massive number of requests, but could not attend to more than 30% as the help button redirects the user to a live agent.
    I led a team of eight, which included four back-end developers, two front-end developers, one UI/UX designer, and a product manager.
    We designed the product to increase the response rate by building a chatbot integrated with Zendesk Chat and a knowledge-based system (KBS). In the new workflow, when a user clicks the help button, they are redirected to the help page.
    Users can chat or browse the knowledge base to resolve the issue on their own. This includes more than 200 articles across various categories. Upon clicking the chat now option, a user interacts with the chatbot, identifies the issue, after which articles are suggested to help them solve the problem. If the issue still persists, users select the transaction they are facing an issue with and are then redirected to a live agent.
    Issue resolution time decreased with agents now handling more tickets. My role was to get the feature designed, define APIs, and the back office admin portal with automation, Zendesk integration, load testing, and sprint planning.

  • Digital Repayment of Loan Using JioPhone
    Led development for a micro-finance project where more than 4.5 milliion JioPhone devices distributed and five million Jio payment bank accounts opened in one activation scheme. The micro-finance has Rs. 10,000 crore loan disbursal each year.

    The micro-finance company disburses Rs. 10,000 crore loans to self-help groups across a state in India. They receive weekly repayments in the tune of 200,000 to 600,000 daily in cash. The objective was to digitize the repayment process.
    My role was to design the solution and get it implemented. The solution included integrating the micro-finance systems with a messaging service to remind the user of the pending repayment and a banking solution for the digital repayment of the loan amount. The messaging solution integrates with webhooks to perform specific actions for a closed group. It allows for one to many and 1-to-1 messaging privileges supporting different media types such as video, images, and rich text.
    The repayment webhook integrates with a micro-finance banking system, which triggers a message regarding loan repayment. The customer clicks the Pay Now option on the message, after which the banking app opens, and the user enters their security pin to complete the transaction.
    This project led to sales of 4.5 million JioPhone devices and subsequent recharges for a year. I designed and implemented the solution and obtained a confirmed order for the same from the client.

  • Geo-fencing and mCoupon - CouponDunia
    Successfully designed and implemented geo-fencing and mCoupon for CouonDunia Retail vertical offering.

    CouponDunia had launched offline coupons that could be used in offline retail stores like Marks & Spencer and Shoppers Stop. After analyzing the data, we realized that the lowest conversions were for stores in malls. Furthermore, a bad network and users turning off data led to inaccessible coupons. To resolve these challenges, we introduced two features, the offline mode, and geo-fencing. For the offline mode, users could save coupons as favorites to be available offline. Next, coupon details of the most frequented stores around these four locations were made available offline.
    For geo-fencing, we sent the users a real-time notification about offers in a mall as soon as they entered a mall. We mapped all the malls on Google Maps and built a polygon using latitude/longitude coordinates. When the user triggered a geo-fence, the app checked to see if the customer was inside the mall polygon or not and show the notification accordingly.

Education

  • Master of Science Degree in Information Security
    2010 - 2011
    Georgia Institute of Technology - Atlanta, Georgia, USA
  • Bachelor of Engineering Degree in Computer Engineering
    2006 - 2010
    University of Mumbai - Mumbai, India

Certifications

  • AWS Certified Solutions Architect - Associate (SAA)
    MAY 2020 - MAY 2023
    AWS Certifications
  • AWS Certified Cloud Practitioner (CLF)
    MAY 2020 - MAY 2023
    AWS Certifications
  • Certified Scrum Product Owner
    OCTOBER 2014 - PRESENT
    Scrum Alliance

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