My Engineering Management responsibilities required solving for both platform & product engineering as well as people, stakeholder & project management:

• Match making: Assigning the best suited partner to our customers to create a Win-Win situation for both of them. Customers should be able to get the earliest and best partner according to the services they want. At the same time partners should be able to maximise their earning. While solving these 2 objectives, we need to make sure that partner utilisation is maximised by increasing their availability & reliability and we do not incur request loss when there's capacity in the system. [Oct'21 - Oct'23]

• Location: Location is very crucial to any marketplace platform. Getting location pings reliably is a good problem to solve. Our location stack is built using open-sources like OSM & OSRM to provide ETA and distance. At UC, we utilise the location to provide the best nearest job to our service professionals at the same time giving information to the Customer about partners' ETA. [Oct'21 - Mar'23]

• Engineering processes: I try to create a balance between processes and deliveries. Defining Software Development Life Cycle (SDLC) processes, sprint processes, Bugs handling, RCAs, design documentations & discussions is few of the contribution I've made to make my pods a super team.

• Hiring and expanding team: Creating self reliant pods of rockstar engineers for different business verticals and making sure that we all follow agile methodologies to deliver the best product. Have scaled my pods from 3 to 12 in just one year.

My Engineering Management responsibilities required solving for both platform and product:

• Communication: To enable all the devs and business team to seamlessly integrate all inbound and outbound communications including Push/Sms/Whatapp/IVR/Email sent to the customers and partners. The idea is to enable business teams to do a lot of customisation, A/B testing based on different countries and categories, without having the devs to worry about code change and deployment, saving 100s of dev hours every month. [Mar'20 - Dec'20]

• Large Home Projects: Striving to prove that an ops-heavy business can be scaled many-folds using technology. While enhancing the delivery experience of customer to get better conversion of new categories like Home Painting/Pest-Control/Online fitness by delivering MVPs, doing data analysis over it and then prioritising what to build next. Increasing NPS to 30 from -7 while doing 3X deliveries. [Mar'20 - Sep'21]

• Help & Recovery: Making sure that customer and partner gets help at the earliest. Reducing contact rate while resolving more issues and maintaining a higher NPS for support system. Transforming the whole experience from a call based system to chat based to increase the productivity of agents while decreasing the wait time for customers. [Jan'21 - Mar'22]