Mohammad Ali

Experience

• 

  GrocerApp

  Sept 2021 - Aug 2022

  Product Executive

  · Redirected 60% of the customer support traffic to digital channels, redesigned the customer support processes through Zendesk integration, in-app help center, and automated resolution of 20% of the customer complaints to reduce complaint resolution time from 40 hours to 1 hour and customer satisfaction to 93%· Reduced Order Cancelations by 4pp by introducing multiple address functionality· Improved customer onboarding experience to increase home screen landing by 11pp in the mobile app· Led the in-app help center team, collaborated with the business team, and executed the product roadmap Show less

• 

  Fieldforce

  Sept 2022 - Apr 2023

  Product Analyst

  - Led the mobile team to launch asset management and work order module in mobile apps- Led the customer success team to handle the North American and Saudi Clients- Introduced BI and analysis reports for clients' data to introduce management dashboard

• 

  Jeeny

  Apr 2023 - now

  · Led the Matching and Dispatching squad to perform a series of data analysis and experimentations to improve the matching algorithm (driver sorting, better driver-passenger match, and other related configurations) which resulted in an increment in daily rides by 10% · Improved the iOS driver app infrastructure for the background offers to increase driver supply by 80%, making driver online even when the mobile apps are closed · Introduced push-based ride offer as compared to the pull-based infrastructure to reduce the time lag between ride request and presentation to driver by 4s · Implemented Configuration Rule Engine for Matching Algorithm to run experiments, update configs based on seasonal circumstances, and improve configs visibility· Introduced destination filters for the drivers to increase driver acceptance rate and boost rides per month by 5%· Performed rigorous data analysis and product discoveries to identify opportunities to grow business, reduce data discrepancies (by 10pp), and strategize the business roadmap Show less

  • Product Manager - Payments & Growth

    Nov 2024 - now

  • Product Manager - Matching & Dispatching

    Apr 2023 - now