Ankita Goswami

Oversaw the full product lifecycle for growth and customer experience initiatives, driving significant improvements in user engagement, support efficiency, and operational workflows through data-driven strategies and cross-functional leadership.

• Strategically led cross-functional teams as a Growth and Customer Experience Product Manager, overseeing end-to-end product lifecycle initiatives from discovery to post-launch optimization.
• Designed and implemented an automated intent classification system leveraging Voice of Customer (VoC) data, categorizing support tickets into nine actionable buckets to significantly enhance ticket routing accuracy and improve support team efficiency.
• Spearheaded the launch of WhatsApp automation for FAQs, utilizing decision trees and NLP cues to achieve a 30% reduction in support ticket volume.
• Successfully shipped a teacher-focused question paper creation and editing feature, resulting in improved workflow intuitiveness and enhanced usability for educators.
• Conducted comprehensive market and competitor analysis to design and launch a dynamic leaderboard and social engagement feature, significantly increasing student app engagement.
• Achieved a 43% increase in student app usage, growing from 130,000 to 231,000 users, through strategic A/B testing and intent-driven campaigns leveraging MoEngage.
• Collaborated effectively with design and engineering teams, applying UI/UX principles, conducting rigorous usability tests, and iterating product features based on data-driven insights and feature adoption metrics.

Drove operational excellence and risk mitigation by automating key workflows, enhancing fraud detection, and improving customer support efficiency, contributing to stronger regulatory compliance and improved product performance.

• Automated and thoroughly documented 3 major and 12 minor operational workflows, leading to increased KYC conversion rates and enhanced fraud detection accuracy across the product suite.
• Managed 35% of daily financial risk cases, conducted Root Cause Analysis (RCA), and spearheaded the adoption of 5 new fraud detection strategies, significantly strengthening regulatory compliance.
• Successfully implemented Onfido Motion for 360-degree facial capture, boosting risk flagging efficiency by 60% and streamlining the manual KYC verification process.
• Reduced Jira ticket resolution time by over 60%, from 8 days to 3 days, through effective collaboration with Customer Service teams, consistently exceeding SLA targets and significantly improving customer support outcomes.

Contributed to robust risk and compliance frameworks by analyzing transaction data, producing insightful reports, and leading initiatives to enhance fraud prevention and operational controls across diverse marketplaces.

• Conducted daily transaction analysis across Amazon marketplaces to enhance fraud management policies, refine risk analysis processes, and strengthen operational controls.
• Generated comprehensive risk management reports and suspicious activity analyses, providing critical insights for strategic planning to Retail and Digital teams and contributing to cost minimization across customer segments.
• Spearheaded a 3-month project focused on the Australian marketplace to analyze customer behavior and transaction patterns, directly informing the development of localized risk strategies and fraud prevention measures.