Shreya Kumari

Strategic and impact-driven product operations leader with 7+ years of experience streamlining workflows, enabling cross-functional collaboration, and driving user-aligned improvements across SaaS and enterprise environments. Proven ability to lead ops teams, drive UX-informed product rollouts, and implement automation that accelerates delivery and reduces SLA. Skilled at training and enabling teams, translating user insights into process improvements, and executing strategic programs that boost retention and satisfaction.

Role
Team Lead - Onboarding Manager
Years of Experience
7.8 years

Skillsets

Confluence
Freshdesk
Jira
Process Mapping
Salesforce
ServiceNow
SugarCRM
Agile
CRM
product operations
Ux

Professional Summary

7.8Years

Apr, 2024 - Present2 yr 3 months
Team Lead - Product Operations
Gartner
Nov, 2022 - Apr, 20241 yr 5 months
Senior Product Operations Specialist
Gartner
Sep, 2020 - Nov, 20222 yr 2 months
Onboarding Manager
UrbanPiper
May, 2018 - Dec, 20191 yr 7 months
Product Specialist
BYJU'S
Jan, 2020 - Sep, 2020 8 months
Senior Product Lead
Lodestar Career Guidance

Work History

7.8Years

Team Lead - Product Operations

Gartner

Apr, 2024 - Present2 yr 3 months

Senior Product Operations Specialist

Gartner

Nov, 2022 - Apr, 20241 yr 5 months

Supported the development of product strategies that improved customer engagement by 25%. Managed query resolution for end users, achieving a 99% closure rate within 2 business days. Analyzed customer feedback trends, driving a 20% improvement in feature adoption. Implemented automation in query handling, reducing manual workload and improving SLA compliance. Maintained detailed documentation of operational processes, enhancing team efficiency by 30%.

Onboarding Manager

UrbanPiper

Sep, 2020 - Nov, 20222 yr 2 months

Delivered an 83% on-time implementation rate by streamlining project planning and client messaging across onboarding workflows. Designed and delivered training materials, ensuring a standardized onboarding experience across all client segments. Trained the Customer Support team on a new product, enabling independent query resolution and reducing SLA violations. Partnered with Product and Engineering teams to configure implementation parameters, accelerating go-live timelines. Improved client retention by 27% through proactive engagement and follow-ups during and post-onboarding.

Senior Product Lead

Lodestar Career Guidance

Jan, 2020 - Sep, 2020 8 months

Conducted periodic quality assurance audits, improving process compliance by 25%. Collaborated with Product and Design teams to conceptualize low-fidelity wireframes for 4 new product offerings. Developed standardized issue tracking and resolution processes, reducing query turnaround time by 30%. Championed user feedback integration into product iteration cycles, resulting in 52% improvement in client satisfaction.

Product Specialist

BYJU'S

May, 2018 - Dec, 20191 yr 7 months

Major Projects

3Projects

JIRA Automation Workflow

Apr, 2023 - Present3 yr 3 months

Partnered with cross-functional teams to ensure seamless adoption and measurable improvement in SLA adherence.

Chatbot Implementation

Apr, 2023 - Present3 yr 3 months

Conducted user surveys to shape chatbot features and prioritize functionality.

POS Product Onboarding