Dynamic and results-driven Senior Product Manager with over 10 years of experience in leading cross-functional teams to successfully develop and launch innovative products. Proven track record of leveraging deep technical expertise and market insights to identify opportunities, define product vision, and drive strategy that meets user needs and business goals. Seeking to bring leadership and visionary product management skills, contributing to groundbreaking products that enhance user experiences worldwide.
Hi, I’m
Arushi Tayal
Chicago,IL
Summary
Overview
18
years of professional experience
Work History
Grubhub
Lead Product Manager
07.2021 - Current
Job overview
- Led the discovery and launch of new Shop & Pay Product which unlocked new verticals like Convenience, Grocery, Alcohol for the business, resulting in new merchant partnerships, new revenue lines and increased user retention.
- Collaborated with engineering, design and operations team to build an experience that make users feel comfortable trying out new order types, along with growth and marketing teams to target the potential users, resulting in 1800 new orders daily within 1 month of launch.
- Spearheaded collaborative efforts to set the strategy to engage more users to accept convenience orders faster, leading to 20% reduction in cancelled orders.
- Utilized product performance data, customer survey results, and user interviews to make informed product decisions. Most successful product enhancement that solved biggest customer problem was item substitution, leading to 70% reduction in cancelled orders, refunds, service tickets, and increasing daily orders delivered successfully.
- Enhanced MVP product solution to MLP by building AI powered features.
- Managed the product roadmap and prioritized features based on user needs, product performance, business objectives, and technical feasibility.
- Conducted regular stakeholder updates to provide transparency into project progress and manage expectations effectively.
- Partnered with marketing team to optimize email campaigns to increase open and click-through rates.
- Increased user verification for alcohol delivery by 70% to ensure compliance with industry regulations and standards, mitigating risks associated with potential violations and demonstrating a commitment to ethical business practices.
- Supported additional new market opportunities by building new products like DaaS (Delivery as a Service) and launching Dark Convenience Store in Brooklyn, NY.
- Prepared extensive Go to Market strategy by identifying targeted customers, communication channels and customized messaging.
HCSC (Blue Cross Blue Shield IL, NM, MT, OK, TX)
Senior Digital Product Manager
01.2018 - 05.2021
Job overview
- Launched a new provider finder portal for Individual, Group, Medicare and Medicaid shoppers in just 6 months. This improved the transactional NPS score by 20 points.
- Launched an improved ‘Select PCP’ feature on member portal which led to higher success rate in member selecting a valid primary care physician, resulting in reduced customer service calls.
- Led the product vision, strategy and roadmap of consumer facing, self-service, digital ‘Find Care Now-Medical’ portal.
- Launched initial concept to small group of customers to collect feedback and iterate.
- Invested significant time in product discovery, conducting customer interviews to understand their needs & habits, and elicit their feedback into potential product concepts.
- Conducted product training and demos for customer support team, sales & marketing teams and other internal teams.
HCSC (Blue Cross Blue Shield IL, NM, MT, OK, TX)
Senior IT Business Analyst
07.2015 - 12.2017
Job overview
- Led the redesign of digital provider finder for existing 150,000+ Group accounts, ensuring all account specific customizations are carried over. This helped the company stay competitive in the Group market.q
- Prepared a very robust communication plan for all the large group clients and account executives
- Led the consolidation of various provider portals by migrating Medicaid & Medicare business from the old platform to the redesigned provider finder
- This project was instrumental in reducing technical debt by retiring legacy systems and in providing consistent user experience throughout customer journey
- Led workshops with stakeholders from different market segments and cross-functional teams to elicit business requirements, understand customer needs and pain points
- Managed a team of 4 Business Analysts and 2 system analysts, ensuring timely delivery of high quality requirements while cultivating the culture of knowledge sharing
- Received recognition from executive leadership for successful timely delivery of the product and for displaying LEAD behaviors.
HCSC (Blue Cross Blue Shield IL, NM, MT, OK, TX)
IT Business Analyst
06.2012 - 06.2015
Job overview
- Launched telehealth feature on provider portal and member portal, a vended solution with MDLIVE
- This helped the company stay competitive in the Group market
- Successfully on-boarded half million lives to BCBSTX provider portal and developed customized digital transparency products to support their needs
- This had a huge impact on company’s revenue
- Supported Group product offerings specifically Flexible Networks and Rx
- Led BA Center of Excellence for customer engagement portfolio, sharing best practices, discussing ongoing projects and challenges, presenting new topics monthly
- This led to increased employee engagement, transparency and improved project delivery
- Conducted trainings for entire customer engagement portfolio, demoing digital products we support, product features, technical design and data dependencies
- Received recognition for effectively engaging in 15+ projects at a time, for mentoring and developing open and trusted relationships with each BA that allowed to challenge their growth and development.
American Express Service Center
Business Reporting and Data Analyst
03.2008 - 02.2011
Job overview
- Initiated a process improvement opportunity by automating ‘NLDS’ claims
- This reduced operational cost and improved customer satisfaction CSAT scores
- Performed the analysis of CSAT and NPS surveys, provide quality feedback and worked with key stakeholders of all customer groups to improve the NPS score
- Provided all customer groups weekly MIS report on TBASS/CSAT to help them gauge the progress made (if any) and the variance from goal thereof
- Prepared and published monthly/quarterly/year-to-date scorecards of various Business verticals for executive meetings and reviews – accurately & timely
- Gained knowledge of basic Six Sigma tools (Pareto/Fish Bone/Process Mapping/Box Plot/Control Chart).
American Express Service Center
Lead Disputes Analyst
12.2005 - 02.2008
Job overview
- Led the Rewards & Recognition Program, introducing new awards, identifying winners and organizing quarterly RNR ceremony
- This improved employee performance and productivity drastically
- Analyzed American Express cardholders credit card disputes and effectively communicated the outcome to both the customers- cardholders and the merchants
- Ensured compliance-based decision in a timely manner by paying attention to details and following FCBA guidelines
- Assist the team members in resolving complex inquiries and take effective steps to avoid ageing of cases and delay in resolution.
Education
Product School, San Francisco, CA
Certified Product Manager
University Overview
University of Delhi, India
Bachelor of Science in Mathematics Honors
University Overview
Skills
- Product Vision and Strategy
- Product Roadmaps
- Product Analytics
- Product Marketing
- User Research
- Cross Functional Leadership
- Business Case Development
- Competitive Analysis
- Teamwork and Collaboration
- Design thinking
- A/B Testing
Training
Training
- Professional Agile Scrum methodology Training, Blue Agility, 2017
- Professional Business Analysis Training, ASPE, 2015
- Professional Six Sigma Green Belt Training, American Express, 2008
Timeline
Lead Product Manager
Grubhub
07.2021 - Current
Senior Digital Product Manager
HCSC (Blue Cross Blue Shield IL, NM, MT, OK, TX)
01.2018 - 05.2021
Senior IT Business Analyst
HCSC (Blue Cross Blue Shield IL, NM, MT, OK, TX)
07.2015 - 12.2017
IT Business Analyst
HCSC (Blue Cross Blue Shield IL, NM, MT, OK, TX)
06.2012 - 06.2015
Business Reporting and Data Analyst
American Express Service Center
03.2008 - 02.2011
Lead Disputes Analyst
American Express Service Center
12.2005 - 02.2008
Product School, San Francisco, CA
Certified Product Manager
University of Delhi, India
Bachelor of Science in Mathematics Honors