Gaurav Agarwal

Experience

• 

  Freescale Semiconductor

  Jun 2004 - Nov 2006

  Design Engineer

  Was responsible for the complete implementation cycle.

• 

  Freescale

  Dec 2006 - Jul 2010

  Sr. Design Engineer
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  GasBuddy

  Feb 2011 - May 2011

  Marketing Analyst - Online Advertising

  * Developed and derived Online marketing strategy for the client in Oil & energy industry to achieve competitive advantage. Identified the opportunity areas to attract more traffic to the website.* Analyzed web traffic demography to understand customer mix and target audience. Designed targeted online advertising campaign with the use of Google Adwords.* Achieved significantly higher customer conversion (4%-8%) as compared to the industry standards for online advertising. Increased web traffic by more than 15% resulting in higher page rank. Show less

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  Amazon.com

  May 2011 - Aug 2011

  Kindle CS Operations Intern

  Worked as an Operations Intern in Kindle Customer Service. Responsible for finding opportunity and creating a business case to enhance customer experience in the Kindle domain.* Analyzed the current module to identify improvement focus. Developed an idea to improve the span of the module.* Designed a working model to implement the proposed solution. Performed data analysis for implementation road map.

• 

  Amazon

  Jan 2012 - Jan 2014

  Spearheaded the effort to drive Prime delivery experience improvements. Responsible for developing a solution for Prime members that provides them more flexibility in their delivery options. - Product owner of No-Rush Shipping program for Prime members. Conceptualized, built and managed the complete product cycle from idea generation to execution. - Responsible for multiple activities involving financial analysis, UX design, A/B testing and developing Go to Market Strategy. - Solved the complex problems of customer preference in delivery experience space providing the best experience. - Developed the product vision and managing product roadmap by prioritizing between multiple product features. Show less

  • Sr. Product Manager Prime

    Jan 2012 - Jan 2014

  • Sr. Product Manager Customer Service

    Jan 2012 - Jan 2013
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  Walmart eCommerce

  Jan 2014 - Jan 2018

  Sr. Manager, Product Management

  Owned Product management for Walmart online grocery and helped it grow to be a ~$4B annual revenue business in 4 years.- Led a team to manage Walmart online Grocery new initiatives such as smart substitution, recipe integration.- Formulated product strategy and roadmap for the Walmart grocery supply chain leading to new products. - Launched customer check-in and expanded to the whole Walmart grocery chain to reduce customer wait time- Managed customer experience for Walmart Grocery website to improve business and product KPIs - Led migration effort of the backend tech stack to common platform across Walmart and front end migration from React to Electrode - Spearheaded the overhaul of the transactional emails to improve customer experience Show less

• 

  Wayfair

  Jan 2018 - Jan 2021

  Head of product - Sales Tech & Agent Experience

  Head of SalesTech Product Organization managing AI driven technology solutions. Responsible for crafting the vision and strategy for customer experience involving human-assisted sales, managing multiple teams to enhance customer experience and achieve key business outcomes. Focused on the end-to-end sales funnel with various technology solutions serving both customers and sales associates. Led efforts to deliver an omnichannel communication strategy and a best-in-class sales experience. Oversaw the ideation, development and launch of a home grown smart agent tool (Agent Home) to serve customers more effectively. Launched Artificial Intelligence customer value model to predict customer intent and facilitate the best agent interaction. Trained the model on Wayfair B2C sales contacts and deployed it to improve routing accuracy. Led cross-functional teams including Product, Data Science, Engineering, UX Design, Analytics, and Operations. Drove the product management function by leading hiring practices and setting high standards for product competencies at all levels. Show less

• 

  Google

  Jan 2021 - Jan 2024

  Product

  Product leader for Google Store. Drove Gen AI-powered initiatives to improve customer experience and reduce friction in the user journey. Led product strategy for extended warranties and post-purchase experiences for Google Hardware.Drove growth for global extended warranty program. Expanded the customer outreach through global expansion, device portfolio enhancement and channel extension increasing active subscribers by 10x.Optimized customer service tools, agent workflows, self-serve platform improving NPS and reducing contact rates. Spearheaded transformation of customer experience and account management, elevating the Google Store experience. Partnered, onboarded and managed multiple vendors such as Narvar, Assurant, Asurion etc. to transform customer engagement and experience . Show less

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  LegalGraph AI

  Oct 2024 - now

  Advisor to Chief Executive Officer
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  Williams-Sonoma, Inc.

  Apr 2025 - now

  Sr. Principal Product Manager - Gen AI

  Driving the development of a GenAI-powered multi agent framework to dynamically generate high-quality product content by synthesizing data from internal and external sources.