Product Manager Customer Experience

SEEMA PRASHAR, MBA

** *********** *****

Whitby, ON L1P OM4

P: 416-***-**** E: *****.*******@*****.***

PROFESSIONAL PROFILE

Leader with 10+ years of experience spearheading product and service launches, in consumer-driven industries. Core expertise:

Product Management

Innovative Technology Leadership

Strategic & Marketing Planning

Vendor & Stakeholder Management

Agile Mastery

Business Expansion & Retention

Gap Exposure & Process Improvement

Project Implementation SME

Program & Policy Development

Research & Data Analysis

WORK EXPERIENCE

TD BANK GROUP – Toronto, Ontario Nov 2022 – Present Product Manager – Enterprise Innovation Acceleration

• Manage the innovation acceleration of products, including VR Training Rooms, Accessibility Extension and Mobile Personalization.

• Work closely with key LOBs (line of business leaders) to achieve strategic objectives and win in the marketplace, while leveraging operating models to explore, validate and scale.

• Deliver on key metrics and financial results, develop business cases, POCs and MVPs and create associated guidelines.

CANADIAN TIRE CORPORATION – Toronto, Ontario Oct 2020 – Oct 2022 Product Manager – Mobile Triangle App

• Improved Triangle Rewards and Banking program by evaluating ratings and reviews against OKR metrics, releasing new features, introducing new marketplace program and creating synergy on all banners and platforms

(Web, Triangle App & CTR App).

• Mentored first generation mobile scrum teams by introducing agile methodology and best practices.

• Created cross-functional processes to ensure multiple apps operate efficiently on shared components, API workflows and releases.

WALMART LABS ECOMMERCE – Toronto, Ontario Mar 2018 – Sep 2020 Product Manager – Canada Marketplace

• Acted as in-house Canada Marketplace technology subject-matter expert, while keeping an omni-channel focus.

• Partnered with cross-functional, executive leadership to strategically plan CA seller/customer experience, post- MVP, multi-year and multi-business unit roadmap and architectural view of SaaS.

• Managed overseas agile scrum team, vendor negotiations, anti-fraud/legal compliance, reporting, payment process, feature development, customer-facing PDPs (web product pages) and Jira/Confluence documentation. EBATES CANADA (RAKUTEN) – Toronto, Ontario Dec 2016 – Mar 2018 Product Manager – Gift Card Shop, Store Pages & Catalogue Search

• Owned Canadian Desktop and Mobile platforms including MVP and post-MVP.

• Managed overseas development team, marketing and customer service partnership and vendor relationships.

• Responsible for Jira/Confluence, Canadian roadmap, API workflow, customer experience, maintenance, compliance, UX and reporting cycles.

ADDITIONAL EXPERIENCE

PATIENT PROMPT (STERICYCLE) – Toronto, Ontario Nov 2015- Dec 2016 Product Manager – Healthcare Network & Patient Automated Communication Services

• Managed large, medium and small US Healthcare Network product portfolio, including mobile, email, voice and single sign on, automated appointment communications, health education, and payment services.

• Partnered with project managers to lead sprints and train on lean initiatives, implement new product life cycle change management initiatives, navigate workflow gaps, create and test wireframes and UI experience, create change requests, and stay compliant with US HIPAA, regulatory and digital practices.

• Lead developers and train sales staff to create solutions, communication scripts, and implement pricing programs. BELL CANADA – Toronto, Ontario Jan 2013 – Nov 2015 Product Manager - CraveTV FIBE IPTV

• Responsible for FibeTV CraveTV portfolio search, middleware guide, multi-platform compatibility (IPTV, mobile and remote connectivity), FibeTV troubleshooting application and single sign on.

• Partnered in vendor negotiations, technology deep-dive planning, customer experience journey, UI design and development, go-to-market planning and point of contact testing.

• Worked with cross-functional stakeholders to prepare business requirements documentation, communications and competitive business cases (including first to market planning, key cost benefit drivers, revenue model planning, and sensitivity analysis).

ROGERS COMMUNICATIONS INC. – Toronto, Ontario Jan 2009 – Dec 2012 Product Manager – Channel Launches, Guide & Platform

• Lead cross-functional implementation of channel launches, system upgrades, bandwidth solutions, network compatibility testing, stakeholder management, customer service communications, UX/UI design and online user-friendly solutions.

• Partnered with Regulatory, Legal, and Compliance to measure against industry and government standards.

• Achieved customer experience awards for high-viewership events. EDUCATION

UNIVERSITY CANADA WEST 2007 – 2008

Master of Business Administration

RYERSON UNIVERSITY 2000 – 2003

Bachelor of Commerce (Honors) - Marketing Management & Law PROFESSIONAL DEVELOPMENT

• Proficiency: MS Office, JIRA, Confluence, Google Analytics, Firebase, Tableau, Figma, Visio. Salesforce, Meta Quest VR, Mural, Gemini, ChatGPT, Gen AI Intro and more.

• Training: PMP Training Hours, Fraud, Compliance, Info Security, and Anti-Money Laundering.

• Secondary (Verbal) Languages: Punjabi and Hindi.

• Volunteer Experience: Fundraising, Event Planning, Non-Profit Sector Promotions and Senior Care.

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