Heena Singh

Experience

• 

  Langhar

  Jan 2013 - Jan 2014

  Intern-PR and social media marketing

  Langhar , an angel funded start-up by Govt.of Arkanas USA and ex Walmart executives. Executed Inbound marketing events and content partnerships with celebrity cooks and food bloggers.

• 

  MobiKwik

  Jan 2013 - Feb 2015

  Sr. Operations Analyst

  Fintech company – one of the largest mobile wallets and the largest Buy Now Pay Later (BNPL) players in India with 101+ million user baseManaged customer operations team and improved the voice process, ticket resolutions, and social media management. Collated and analysed daily transactions to mitigate risk and fraudulent transactions.

• 

  Hike

  Aug 2015 - Nov 2021

  As a Product Owner, I collaborated closely with co-founders, product managers, designers, engineering teams, and stakeholders on a daily basis to execute our product strategy effectively. This often entailed seamless cross-functional cooperation with design, product, and marketing teams to drive the progress of product development. I proactively collected early user feedback and leveraged post-launch data to enhance user retention, optimize funnels, and improve feature usage. Being the true customer advocate for the company, was responsible for developing and implementing strategies useful in improving user happiness, and satisfaction. Coached and mentored individual team members to improve the internal reporting system for all stakeholders. Conducted regular user meet-ups, in-app surveys in order to deep-dive into user problems.

  • Product Owner

    Jan 2019 - Nov 2021

  • Voice of the customer -Product

    Feb 2017 - Jan 2019

  • Customer Experience Specialist

    Aug 2015 - Jan 2017
• 

  Google

  Oct 2022 - Jun 2024

  Product Operations Manager

  Advocate for and land great ads product experiences for advertisers & publishers leveraging feedback, insights, and product expertise. Highly cross functional role involving complex problems, multiple stakeholders, dynamic workflows, and processes. Helped in identifying trends of solution issues across users/partners/clients and collaborated with internal teams (e.g., engineering/PMs/gCare) to mitigate risks in the future. Manage product development by working directly with product, program, engineering, and UX teams to facilitate the product development process. Show less