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Divya M

@divyam1

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Associate Product Manager at Flipr who led client product launches and spearheaded QRlabs.co from ideation to launch.

India

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What I'm looking for

I'm seeking a challenging role as a Product Manager or Product Operations Manager where I can use my expertise in customer service, technical support, and driving product success.

At Flipr, I led end-to-end product development for client platforms including Flipkart Jeeves, Indian Oil, and PlayedX, from market research and wireframing through launch and post-launch iterations.

I spearheaded QRlabs.co from ideation to launch and revamped the Fliprlabs platform to improve performance, usability, and scalability.

At SWIGGY, I managed a team of 9 technical support specialists as Assistant Manager - Product Operations, overseeing issue resolution and escalation management. I also worked with product teams to turn customer feedback into enhancements and bug fixes.

Earlier at SWIGGY, I worked across product operations and quality roles, including developing quality processes, monitoring KPIs and SLAs, and conducting root cause analysis. My work has also covered product launches, training, and product documentation for business and operations teams.

Experience

Work history, roles, and key accomplishments

Current

Associate Product Manager

Current

Flipr

Jan 2025 - Present (1 year 9 months)

Led end-to-end product development for multiple client platforms including Flipkart Jeeves, Indian Oil, and PlayedX, from market research and wireframing to design, development, and post-launch iterations. Built and launched client products from scratch, ensuring seamless coordination across design and engineering teams.

Product Management Product Lifecycle Management Cross Functional Collaboration Wireframing Market Research Stakeholder Management Project Management Hackathon Organization

Assistant Manager - Product Operations

Swiggy

Oct 2022 - Jun 2023 (8 months)

Managed and supervised a team of 9 technical support specialists, providing guidance, coaching, and performance evaluations. Oversaw all aspects of product technical support operations, including issue resolution, escalation management, and customer satisfaction.

Team Leadership Technical Support Escalation Management Customer Satisfaction KPI Monitoring Training Process Improvement Knowledge base implementation

Associate - Product Operations

Swiggy

Jun 2021 - Sep 2022 (1 year 3 months)

Provided technical support and assistance to customers via phone, email, and chat channels. Troubleshot and resolved a wide range of technical issues, including software and hardware problems, network connectivity, and user errors.

Technical Support Troubleshooting Customer Service Ticketing Systems Documentation Cross Functional Collaboration

Senior Executive - Product Operations

Swiggy

Jun 2020 - Apr 2021 (10 months)

Technical Support Troubleshooting Customer Service Ticketing Systems Documentation Cross Functional Collaboration

Lead - Quality

Swiggy

Jun 2019 - May 2020 (11 months)

Developed and implemented the quality management system, policies, and procedures for the BPO operation. Established key performance indicators (KPIs) and service level agreements (SLAs) to measure and monitor performance against quality targets.

Quality Management KPI Monitoring SLA Management Audit Root Cause Analysis Training Process Improvement Data Analysis

Asst Lead - Quality

Swiggy

Oct 2018 - May 2019 (7 months)

Quality Management KPI Monitoring SLA Management Audit Root Cause Analysis Training Process Improvement Data Analysis

Sr Quality Analyst

Swiggy

Apr 2017 - Sep 2018 (1 year 5 months)

Conducted quality audits on customer interactions (calls, emails, chats, Social Media responses) to assess adherence to quality standards and provide feedback for improvement. Developed and maintained quality evaluation scorecards and performance metrics for the BPO operation.

Quality Auditing Scorecards Performance Metrics Training Process Improvement Subject Matter Expertise