Product Manager and Product Director:

UPKAR GREWAL, M.B.A

* ****** **** **** ******, NJ (908) 342 - 4008 ************@*****.***

OVERVIEW

Strategic, data-oriented Product Manager with 12+ years’ experience delivering digital products E2E in healthcare and consulting. 5 years of expertise in building behavioral health tools that iterate and scale rapidly in a matrix org. Familiar with launching mobile and web apps/platforms across 8+ key stakeholders. Seeking to bring leadership, analytics expertise, and knowledge to an organization that hopes to build innovative healthcare tools focused on improving patient outcomes PROFESSIONAL EXPERIENCE

CIGNA/EVERNORTH BEHAVIORAL SERVICES 3/2022 – 5/2025 Senior Product Manager, Behavioral Health

• Directed a cross-functional team of 20 developers, 2 Scrum Masters, and 2 Product Owners to launch scalable web and mobile-native mental health platform in 2023, serving 300K+ enterprise users across 8 clients; Optimized onboarding workflows to double user registrations & drive a 35% YoY increase in DAUs; Reprioritized efforts when requirements changed & adapted through product backlog ownership

• Crafted and executed product vision and roadmap for PHQ-9/GAD-7 assessments; added therapist- matching, and digital scheduling workflows; Scaled the first gamified behavioral health experience to 2M+ Cigna users within 8 months post-pilot in 2021; Led Impediment Removal of user flow drop-off rates

• Boosted therapy session bookings by 75% by eliminating UX friction and implementing dynamic API logic to streamline EAP code generation as well as automate suicide-risk escalation protocols.

• Ran iterative A/B tests on most trafficked pages of domain, with hopes of finding out why engagement rates were low for key offerings; Implemented change only 60 days post-MVP and boosted engagement by 6x in lowest engagement content (Articles became Videos); Communicated Client Reporting myself

• Delivered 5+ behavioral tools in 4 years by aligning cross-functional teams on HIPAA, ADA, and digital access compliance; Documented all Epics, Features and Stories – with clear Acceptance Criteria & NFRs

• Orchestrated a zero-downtime platform migration for 8 enterprise clients achieving 3K DAUs within 30 days while maintaining high client satisfaction and <2% support tickets post-launch.

• Authored a 72-page operational readiness playbook for EAP+ launch, cutting client escalations by 60% and increasing C-suite alignment on rollout strategy, improved workflows through dynamic API integration

• Managed 100+ backlog items across 4 Program Increments, converting clinician research into sprint- ready specs via Figma, Miro, and Jira for seamless delivery; Documented everything in Confluence

• Increased EAP engagement from 6% to 12%+ within two weeks by bringing immediate visibility to offerings on home page and alleviated Conflict Resolution with clear instructions to clients on “How To” CIGNA MOBILE TEAM 2/2020 – 3/2022

Product Owner

• Led product roadmap and delivery for EAP behavioral health tools starting in 2020; partnered with clinical, business, ops, and IT to define requirements and prioritize features for mobile native app redesign.

• Owned annual roadmaps across 12+ initiatives and 5 PIs, translating modular expansion goals into epics, features, and stories; worked with Scrum Master to keep KPIs of dev team at optimal levels and iterate

• Partnered with UX and Architecture to deliver Cigna mobile app redesign and Elevate Assessment on well.evernorth.com (behavioral platform); ensured on-time delivery and custom configurations for clients AMERICAN TRUCK PLAZAS 2/2018 – 12/2019

Chief Operating Officer

• Undertook executive leadership role of the largest truck stop in the Northeast to ensure growth and profit targets are achieved ahead of securing lucrative lease contract at end of 2020. Oversaw negotiations and managed day-to-day at 72-acre, full-service truck/rest stop servicing commercial trucking fleets

• Provided high-level oversight over 55 employees, across 7 different business units, while securing lease contract that yielded 135% ROI on original capital investment in 2010 VERIE 2/2017 – 10/2017

Digital Product Owner

Successfully supported strategy, design and delivery of BYOB mobility technology software that let Correctional Officers monitor high-risk offenders out on bail; Removing the need for the expensive SCRAM system that is attached at the ankle of offenders and was outdated, legacy tech

• Built mobile product roadmap to ensure technology feasibility and defined milestones for senior leadership; Trained and instructed team members to better understand digital frameworks, gather technical requirements and execute change management

• Conducted 30+ stakeholder interviews, aligning senior leadership with industry SME’s to define KPI’s and execute go-to-market strategy for initial prototype that helped launched first iteration in Houston, TX

• Supported development during testing phases for app’s facial recognition technology and gathered user feedback to improve mobile-specific features such as GPS, geo-fencing, and location-based innovations ACCENTURE, NEW YORK, NY 8/2015 – 11/2016

Senior Mobility Analyst

Member of Accenture’s Mobility team performing digital strategy, documentation, & root-cause analysis to ensure successful launch of Accenture’s digital transformation offerings & mobility solutions to multiple clients Business Analyst, Eli Lilly

Conducted current state assessment of email acquisition strategy for client’s list of HCP’s and introduced best practices in digital playbook that improved email capture initiatives at global level.

• Simplified CRM practices by gathering, researching, and interviewing stakeholders, then advocating more centralized, organic collection methods that relied less on 3rd party data and more on Lilly HCP channels

• Designed and wrote 60% of playbook frameworks, requirements and digital user journeys that outlined instructions for Eli Lilly to decrease their email bounce back rate (21% to 4%) Digital Analyst, Mastercard

Performed digital banking assessment of Mastercard’s mobile app strategy and helped launch mobile redesign of Mastercard’s digital offerings

• Researched their competitor’s digital banking capabilities then identifying the gaps Mastercard had to fill

• Worked with developers by defining functional requirements for Digital Payments (P2P transfers, 3rd party wallets), Customer UX, Connected Commerce (integration into wearables via alerts, voice activation), and Security (facial biometrics and touch ID)

OMD (ANNALECT), NEW YORK, NY 8/2013 – 8/2015

Senior Research & Insights Analyst

Supported global clients such as Nissan, Apple, Disney, and Starbucks by analyzing mobile, TV and digital viewership metrics for their key demographics and identifying most effective channels to optimize ad spend NBC UNIVERSAL, NEW YORK, NY 5/2012 – 8/2013

Research & Insights Analytics

Conducted quantitative and qualitative market research analysis of MSNBC viewing audience to address key business questions for senior leadership. Helped guide brand strategy, messaging, and positioning. SKILLS

• Product Strategy

• Data Analysis Expertise

• Technical Roadmapping

• Stakeholder Management

• Jira, Confluence: User Stories

• Expert Documentation

• Change Management

• Agile and Scrum processes

• Cross-Functional Collaboration

EDUCATION

Rutgers University New Brunswick, NJ

Graduate: Dual-MBA; Brand Strategy & Statistics 2013 Undergraduate: B.A, Economics 2009

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