Lead Product Manager
Resume:
PRAVEEN BUDAGAM
Lead Product Manager - Scrum Certified
Summary of Qualifications:
oCustomer-focused Lead Product Manager with 15+ years of experience delivering enterprise digital platforms, eCommerce capabilities, customer-care solutions and data-driven products across Retail, Telecommunications, Healthcare and Banking.
oProgressive career spanning systems engineering, business systems analysis, enterprise data solutions and product management, providing a strong combination of business, technical and analytical expertise.
oStrong experience defining product vision, strategy and roadmaps while managing the complete product lifecycle from discovery, requirements and MVP development through launch, adoption and continuous optimization.
oProven success modernizing complex customer and employee experiences, including unified agent platforms, personalized recommendations, loyalty programs, Customer 360, package tracking, order management, fulfillment, price matching and curbside pickup.
oSkilled in translating customer needs and business objectives into prioritized product capabilities, epics, user stories, acceptance criteria, release plans and measurable outcomes.
oEffective cross-functional leader experienced in partnering with Engineering, UX, Data Science, Analytics, Architecture, Operations, Marketing, Customer Care and executive stakeholders.
oStrong data-driven decision-making background encompassing customer research, journey mapping, product analytics, KPI development, experimentation, post-launch measurement and performance optimization.
oExperience supporting AI- and machine-learning-enabled products, including personalized recommendations, customer segmentation and targeted digital experiences.
oCollaborative leader and mentor recognized for building stakeholder alignment, guiding Product Owners and team members, managing dependencies and promoting customer-centric, outcome-based product practices.
oDemonstrated record of improving customer satisfaction, product adoption, operational efficiency and revenue performance while delivering multimillion-dollar cost savings across large-scale enterprise initiatives.
Recognition, Certification, Education:
oExcellence Award for Implementing 3-Way matching process at Target
oCSPO - Certified Scrum Product Owner
oBachelor’s Electronics and Communication Engineering (2002 Graduate) Kakatiya University - Warangal, India
Professional Experience:
Client: AT&T – Plano, TX Dec 2021 – Present
Role: Lead Product Manager
oLed product strategy and roadmap development for the modernization of AT&T’s Account Care Center (ACC), aligning platform investments with enterprise retail, customer-care and digital-transformation priorities.
oOwned the product lifecycle from problem discovery and requirements definition through MVP development, release planning, rollout, adoption measurement and continuous optimization.
oPartnered with customer-care agents, operations leaders and business stakeholders to identify workflow inefficiencies, understand user pain points and translate findings into prioritized product capabilities.
oDeveloped current-state and future-state customer and agent journeys to simplify wireless service inquiries, reduce process fragmentation and create a more intuitive care experience.
oDefined product requirements, epics, user stories and acceptance criteria for ACC modernization initiatives, ensuring alignment among business, UX, engineering, architecture and quality-assurance teams.
oCreated and maintained a product roadmap balancing customer impact, agent productivity, technical dependencies, operational risk, regulatory considerations and enterprise priorities.
oLed the consolidation of more than five legacy applications into a unified agent experience, simplifying navigation and providing streamlined access to customer and service information.
oCoordinated the integration of customer-account, billing, order, device, service and knowledge-management capabilities required to support end-to-end wireless customer-care journeys.
oWorked closely with engineering and architecture teams to evaluate integration dependencies, platform scalability, application performance, security requirements and technical trade-offs.
oApplied data-driven prioritization to sequence platform capabilities based on business value, user impact, implementation complexity, operational risk and expected return on investment.
oEstablished measurable product-success indicators covering application adoption, agent toggling, average handling time, first-call resolution, system responsiveness, agent satisfaction and operational efficiency.
oReduced agent toggling time by 45% by consolidating fragmented workflows and frequently used capabilities within the unified ACC experience.
oImproved first-call resolution by 30% and reduced average handling time by 25% for wireless service-related inquiries through simplified workflows, faster information access and improved system performance.
oIncreased agent satisfaction scores by 40% through user-centered experience enhancements, reduced navigation complexity and faster application response times.
oLed cross-functional backlog refinement, release planning, dependency management and prioritization discussions to maintain alignment between strategic objectives and delivery commitments.
oCollaborated with UX teams on journey maps, workflow designs, prototypes and usability feedback to ensure new capabilities addressed real agent and customer needs.
oCoordinated pilot releases, user-acceptance testing and phased deployment activities, incorporating agent feedback and operational findings before broader production rollout.
oPartnered with training, communications and operations teams to support change management, agent readiness and adoption of the modernized ACC platform.
oMonitored post-launch performance, product telemetry, user feedback and operational KPIs to identify adoption barriers, prioritize enhancements and continuously improve product outcomes.
oFacilitated executive and stakeholder reviews by communicating roadmap progress, delivery risks, product dependencies, business outcomes and recommended investment priorities.
oSupported production issue prioritization and resolution by coordinating with engineering, operations and support teams to minimize disruption to customer-care activities.
oEliminated redundant capabilities and overlapping application functionality, generating more than $1.2 million in annual operational savings.
oPromoted consistent product-management practices across participating teams through clear product documentation, measurable success criteria, structured decision-making and transparent roadmap communication.
oMentored Product Owners and cross-functional team members on customer-focused product thinking, backlog quality, prioritization and outcome-based delivery.
Environment: Account Care Center (ACC), Product Strategy, Product Roadmaps, Product Discovery, Customer and Agent Journey Mapping, User Stories, Acceptance Criteria, Backlog Prioritization, UX Design, Prototyping, Product Analytics, KPI and OKR Management, Agile/Scrum, Release Planning, UAT, Change Management, Application Integration and Cross-Functional Leadership
Client: Best Buy – Richfield, MN Dec 2016 – Dec 2021
Role: Sr. Product Manager
oOwned product strategy, roadmap and end-to-end delivery for customer-facing retail and eCommerce capabilities spanning personalization, loyalty, order management, fulfillment, package tracking, price matching, protection plans and curbside pickup.
oPartnered with customers, store associates, customer-care teams and business stakeholders to identify shopping and points, evaluate improvement opportunities and translate insights into prioritized digital-product initiatives.
oConducted product discovery through customer feedback, behavioral data, journey analysis, operational insights and competitive research to define customer problems and measurable product outcomes.
oDeveloped and maintained multiyear product roadmaps, balancing customer value, revenue potential, operational efficiency, technical feasibility, dependencies and enterprise priorities.
oTranslated product strategies into business requirements, epics, user stories, acceptance criteria and release plans, maintaining alignment across engineering, UX, data science, analytics, marketing, operations and customer-care teams.
oLed the end-to-end development and launch of an AI-enabled personalized recommendation engine designed to improve product discovery, relevance and customer targeting across Best Buy’s eCommerce platform.
oCollaborated with data-science, engineering and merchandising teams to define recommendation use cases, data requirements, customer segments, success metrics and feedback mechanisms for continuous model and experience optimization.
oUsed experimentation and customer-behavior analysis to evaluate recommendation relevance, engagement and conversion, contributing to a 20% increase in cross-selling opportunities.
oEnhanced Best Buy’s customer-loyalty program by introducing personalized rewards and offers based on customer preferences, purchase behavior, engagement and loyalty activity.
oIncreased active loyalty-program participation by 25% and repeat purchases by 30% within six months through improved personalization, offer relevance and customer engagement.
oLed product capabilities supporting Best Buy’s Customer 360 platform by integrating customer-profile, browsing, purchase, loyalty, order and engagement data into a unified view of the customer.
oPartnered with data and machine-learning teams to enable Customer 360-driven segmentation and personalized promotional experiences across appropriate customer touchpoints.
oWorked with privacy, security and data-governance stakeholders to support appropriate use of customer information, consent preferences and role-based access within personalized experiences.
oLed end-to-end delivery of the Package Tracking experience—from discovery and journey design through development, launch, adoption and continuous improvement.
oIntegrated order-status and shipment-tracking information into customer-facing digital experiences, giving customers greater visibility into fulfillment progress and expected delivery.
oReduced customer-care call volume by 70 basis points and improved Net Promoter Score by three points through proactive package visibility and a simplified self-service tracking experience.
oLed the Employee Parcel Delivery Program, coordinating product, fulfillment, store-operations and logistics stakeholders to improve delivery speed and optimize parcel-routing decisions.
oIncreased same-day shipping conversion and reduced quarterly shipping costs by approximately $13.5 million through improved utilization of employee-assisted delivery capabilities.
oDirected the development and launch of the Online Price Matching experience, enabling eligible customers to complete price-match requests through a convenient self-service workflow.
oCoordinated pricing-rule validation, competitor-data integration, eligibility logic, exception handling and customer-experience requirements across pricing, engineering, legal, operations and customer-care teams.
oEnabled 9.4% of customers to complete eligible price matches independently without assistance from customer-care representatives or interactive voice-response channels.
oLaunched a warranty and protection-plan attachment capability for fulfilled purchases, improving the visibility and availability of relevant protection options during the post-purchase journey.
oIncreased protection-plan return on investment by 14% by improving attachment opportunities, customer relevance and conversion across eligible fulfilled products.
oLed the implementation and optimization of Best Buy’s Curbside Pickup experience, aligning digital ordering, inventory availability, store readiness, customer arrival and associate-fulfillment workflows.
oIntroduced real-time wait-time visibility and improved customer-status communications to increase transparency and strengthen the curbside experience.
oDrove a 47% shift from in-store and locker pickup to curbside, contributing to a 228% increase in curbside orders while improving convenience and customer satisfaction.
oRedesigned online order-modification capabilities, allowing customers to make eligible changes through intuitive self-service experiences while reducing dependence on assisted-support channels.
oPartnered with UX, engineering, order-management, fulfillment and customer-care teams to simplify modification workflows and coordinate the supporting backend processes.
oReduced online cancellations and returns by 13% through improved order flexibility, clearer customer choices and streamlined post-purchase workflows.
oDefined and monitored product KPIs covering adoption, conversion, attach rate, repeat purchases, call deflection, NPS, fulfillment performance, cancellations, returns, shipping costs and customer satisfaction.
oLed backlog prioritization, sprint planning, release readiness, user-acceptance testing and dependency management across multiple concurrent product initiatives.
oCoordinated phased rollouts and post-launch analysis, using product telemetry, customer feedback, operational data and experiment results to identify improvements and optimize product performance.
oCommunicated product vision, roadmap progress, delivery risks, customer outcomes and financial impact to business leaders and executive stakeholders.
oMentored Product Owners and cross-functional partners on customer-centric discovery, product prioritization, measurable outcomes and data-driven decision-making.
Environment: Retail and eCommerce Product Management, Product Strategy, Product Roadmaps, Product Discovery, Customer Journey Mapping, AI/ML-Enabled Recommendations, Personalization, Customer 360, Loyalty Programs, Order Management, Fulfillment, Package Tracking, Online Price Matching, Protection Plans, Curbside Pickup, Product Analytics, Customer Segmentation, A/B Testing, KPI and OKR Management, UX Design, Agile/Scrum, Backlog Prioritization, UAT, Release Management and Cross-Functional Leadership
Client: Wells Fargo – Minneapolis, MN Apr 2015 – Nov 2016
Role: Lead Business Systems Analyst / Data Analyst & Designer
oContributed to Wells Fargo’s enterprise data strategy by translating business, reporting and regulatory needs into scalable data management and analytics capabilities.
oPartnered with business leaders, data architects, engineers, governance teams and reporting users to gather requirements, define priorities and establish a shared vision for the Enterprise Data Warehouse.
oLed requirements discovery and analysis sessions, translating complex business needs into functional requirements, process flows, source-to-target mappings, data rules and acceptance criteria.
oSupported the end-to-end delivery of the Enterprise Data Warehouse, coordinating requirements, design reviews, development dependencies, testing, implementation and stakeholder approvals.
oImproved data-retrieval performance by 30% and increased data accuracy by 25% through standardized data models, optimized information access and strengthened validation controls.
oEstablished data-profiling and governance practices covering data definitions, ownership, quality rules, lineage, reconciliation and issue-management procedures.
oReduced data errors by 40% by identifying recurring quality issues, defining remediation requirements and partnering with technical teams to implement preventive and detective controls.
oWorked with business stakeholders to define trusted data elements, reporting requirements and standardized metrics supporting operational and management decision-making.
oCoordinated user-acceptance testing by developing test scenarios, validating data and business rules, documenting defects and supporting resolution through production readiness.
oMaintained alignment among business and technical stakeholders by communicating requirements, risks, dependencies, delivery progress and expected business outcomes.
oDeveloped the analytical, customer-focused and cross-functional leadership foundation that supported his subsequent transition into enterprise Product Management roles.
Environment: Enterprise Data Warehousing, Business Systems Analysis, Data Strategy, Requirements Gathering, Functional Requirements, Process Mapping, Source-to-Target Mapping, Data Modeling, Data Profiling, Data Governance, Data Quality, Data Lineage, Data Reconciliation, Reporting and Analytics, UAT, Agile Delivery and Cross-Functional Stakeholder Management
Client: Optum – Minneapolis, MN Feb 2014 – Mar 2015
Role: Lead Business Systems Analyst / Data Analyst
oSupported Optum’s enterprise data strategy by translating healthcare business and analytical requirements into scalable data-integration and reporting solutions.
oPartnered with business stakeholders, data architects, engineers and analytics teams to gather requirements, define business rules and prioritize data-platform capabilities.
oLed requirements analysis for the implementation of an enterprise Data Lake, documenting data sources, integration workflows, functional requirements, mappings and acceptance criteria.
oCoordinated requirements, design validation, testing and implementation activities across business and technical teams, contributing to a 35% improvement in data-processing efficiency.
oEstablished data-profiling, validation and governance controls to improve data accuracy, consistency, traceability and usability across analytical datasets.
oReduced data discrepancies by 45% by identifying quality issues, defining remediation rules and coordinating corrective actions with source-system and engineering teams.
oDelivered trusted data and reporting solutions that enabled advanced analytics, strengthened operational decision-making and improved access to enterprise information.
oManaged stakeholder expectations by communicating requirements, dependencies, risks, delivery progress and expected business outcomes throughout the solution lifecycle.
Environment: Healthcare Data and Analytics, Enterprise Data Strategy, Data Lake, Business Systems Analysis, Requirements Gathering, Data Integration, Data Profiling, Data Governance, Data Quality, Source-to-Target Mapping, UAT, Reporting and Cross-Functional Stakeholder Management
Client: Target - Minneapolis, MN Mar 2011 – Jan 2014
Employer: TCS - Tata Consultancy Services – Bangalore, India
Role: Sr. Systems Engineer
oSupported the enterprise migration of Target’s Finance, Project Accounting and Procurement capabilities to SAP, coordinating with cross-functional teams, third-party vendors and implementation consultants.
oIntegrated more than 37 legacy applications with SAP, documenting system requirements, data mappings, interface dependencies, business rules and validation criteria.
oPartnered with finance, procurement, accounts-payable and technical teams to analyze existing workflows and translate operational requirements into scalable system solutions.
oReduced production defects by approximately 80% through improved requirements validation, root-cause analysis, testing and defect-prevention controls.
oReduced invoice-matching errors by approximately 95% by implementing three-way matching among purchase orders, receipts and supplier invoices.
oImproved invoice-matching batch-processing efficiency by approximately 70% by grouping vendors and executing parallel jobs without disrupting scheduled supplier payments.
oAutomated reconciliation by integrating ReconNET with an upgraded Lawson financial platform, eliminating approximately 1,200 hours of manual work per week.
oSupported system integration testing, user-acceptance testing, defect resolution, production deployment and post-implementation stabilization across critical financial workflows.
Environment: SAP, Lawson Financial Suite, ReconNET, Finance and Project Accounting, Procurement, Accounts Payable, Three-Way Matching, Legacy Application Integration, Data Mapping, Batch Processing, Reconciliation, System Integration Testing, UAT and Production Support
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