Customer Experience Managing Partner

Soumam Debgupta

Chief Product Officer Managing Partner Chief Technology Officer

Seattle, WA, US ******@*****.*** 206-***-**** https://www.linkedin.com/in/soumam

I have 18 years of experience building product-led businesses that drive revenue growth and profitability. In the last 15 years I have launched 30+ products across 11 countries generating $15 billion in revenue, grown the user base to 500 million, and saved over $400 million in operating cost by leading four digital transformation initiatives. I have managed teams as large as 750 employees with a $600 million annual budget while maintaining attrition below 2%.

EXPERIENCE

Managing Partner Valenta Sep 2023 - Present US

●Leveraged digital marketing to position Valenta as a leading digital transformation consulting firm, helping SMB clients increase productivity by at least 20%.

●Implemented online lead management campaigns for the managed data analytics service line that generated a $1M revenue pipeline within the first 90 days.

●Onboarded the largest client in the first 60 days, by solutioning analytics service offering focused on driving customer success.

●Introduced ‘Product Studio’, a new service offering that enables startups to build MVP 30% faster and cheaper.

Chief Technology Officer WA State DSHS Dec 2023 - Present US

●Doubling customer satisfaction in 2024 by directing the 700-person tech team in human-centered design and instituting a customer experience management program.

●Boosted case-worker productivity by 30% through the implementation of a cutting-edge Large Language Model (LLM) investigation tool on Azure OpenAI.

●Launched a conversation AI agent in 2024, delivering a 20% reduction in call wait time and eliminating call drops, enhancing service delivery and customer experience.

●Led the development of a state-wide AI strategy and State Executive order in collaboration with the Governor’s office and 10 State agencies.

Senior Vice President JLL Technologies Feb 2021 - Jul 2023 US

●Established the 300-member product organization with an OKR based performance culture and agile product management, which resulted in an 18-point rise in NPS scores within one year.

●Crafted and obtained board approval for the 2025 product strategy and vision, to deliver a 2x revenue and margin growth by aggregating feedback from key clients.

●Delivered $220M in SaaS revenue by executing a product strategy, resulting in a 40% improvement in customer acquisition and product adoption.

●Boosted labor productivity by 50% and net margin by 10% through the development of an innovative IoT Data Analytics platform.

●Drove JLL's expansion into the $65B building automation market via the successful acquisition of two companies in 2022, resulted in a 20% market share increase.

●Enhanced time-to-market by 40% by leveraging a low-code/no-code platform, resulted in expedited solution delivery and improved market responsiveness.

Director of Product Management, Same Day Delivery Amazon Oct 2018 - Jan 2021 US

●Maximized revenue from Same-Day Delivery to $13B through strategic user experience enhancements and investment management, with 99.5% on-time delivery and expanded market reach.

●Mentored and managed the cross-functional product team with planned career progression and achieved an attrition rate below 2%.

●Pioneered an ultra-fast delivery initiative that added $3B in revenue and solidified Amazon's position as the industry leader in fast and efficient delivery.

●Enhanced unit economics by $1.50 through delivery network and fulfillment center workflow optimization, led to improved profitability and overall business success.

●Boosted Prime customer lifetime value (LTV) by 7% through the successful launch of 13 new search, buy-box and check-out page features, which increased customer's loyalty.

Senior Manager of Product Management, Marketplace Amazon Dec 2016 - Oct 2018 US

●Drove $1.2B in annual E-Commerce revenue and over 50M MAU with the successful launch of four new marketplaces for Handmade, Custom, Fine Art and Collectible products within two years.

●Drove a 20% increase in platform engagement by organizing targeted outreach events for entrepreneurs on social media, attracting 15K+ new SMB.

●Saved $80M in compute costs and reduced API call latency by 900 milliseconds through the creation of a patented product catalog platform, boosting overall operational efficiency.

●Boosted customer retention and engagement by 40% through the successful launch of a new Augmented Reality Product Configurator.

●Drove a 10x increase in operating profits through automated seller registration, simplified product listings, and increased platform fees, that led to substantial financial gains.

General Manager, Global Logistics Amazon May 2014 - Nov 2016 Luxembourg

●Diversified sourcing categories and formed strategic vendor partnerships, resulting in an eleven-fold expansion in sourcing volume for EU Imports; increased retail margins by 3%.

●Boosted team productivity by 50% through the implementation of advanced inventory management systems, resulting in streamlined operations and increased profitability.

●Enhanced fill-rate by 41% and achieved 81% on-time PO delivery through successful implementation of an automated vendor management platform, improving supply chain efficiency.

●Saved 37% in sourcing costs by pioneering automated contract negotiation and reverse auction procurement.

Senior Product Manager, Amazon Fashion Amazon Nov 2012 - Apr 2014 India

●Transformed Amazon Fashion to achieve $500M in annual revenue, with a well-rounded category plan and got-to-market strategy, solidifying market dominance in India.

●Tripled the assortment of local brands through the implementation of a cutting-edge computer vision solution, resulting in a 40% boost in sales.

●Catalyzed a 200% increase in monthly active users by localizing the mobile app into regional languages, resulting in one million new users.

●Engaged a network of over 50 fashion influencers, that drove a 20% user growth and cultivated over 3M followers.

ADDITIONAL EXPERIENCE

Retail Head Arvind Lifestyle Brands Mar 2011 - Oct 2012 India

Manager, Corporate Strategy Aditya Birla Group Jun 2008 - Mar 2011 India

Software Development Engineer Hexaware Technologies Jun 2004 - Mar 2006 India

EDUCATION

Master of Business Administration, Indian Institute of Management, Ahmedabad

Bachelor of Engineering (Electronics & Robotics), University of Mumbai

VOLUNTEER & LEADERSHIP

America India Tech Council, Member

Sapta Inc, Advisor

Product League, Mentor

Seattle Artist League, Member

SKILLS

Functional Skills: Product Management, Product Strategy, User Experience, Customer Experience, Project Management, Release Management, Portfolio Management, Agile Development, Data Management, Analytics, Business Intelligence, P&L Management, Market Research.

Certifications: UiPath Partner Sales Professional, Generative AI with Large Language Models by DeepLearning.AI, Machine Learning by Andrew Ng, Holistic Information Security Practitioner (HISP).

Domains: Retail, CPG, Ecommerce, Marketplace, Enterprise Software (SaaS), Supply Chain, Logistics, Commercial Real Estate, PropTech, Healthcare.

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