The Product Management role thrives on ambiguity; the key is finding and solving the right problem at right Moments, says Ashish Singh.

Meet Ashish Singh, an Indian Institute of Technology, Bombay and MBA Indian Institute of Management Bangalore is a seasoned product leader with extensive experience at Swiggy and instamart .

Currently, he is leading as the Director of Product Management at Paytm , where he heads merchant experience and fulfillment of offline payment devices.

At Paytm, Ashish Singh focuses on enhancing the merchant experience and ensuring the seamless fulfillment of offline payment devices.

At Swiggy,
Ashish prioritized enhancing customer satisfaction, especially for high-priority customers. He focused on three key metrics:

✅Customer Lifetime Value: Ensuring long-term value and loyalty.
✅Egregious Issues: Identifying and addressing severe problems quickly.
✅Churn Score: Analyzing past customer experiences to reduce churn.

He has improved the customer experience by reducing cancellations, minimizing order delays, and building solutions for fulfillment exception management. This includes addressing rare but significant issues like delivery executive fraud, such as false delivery cases.

He also worked on improving the retention of the high value customers by creating a differential customer support experience.

At instamart,
Ashish played a pivotal role in designing products to boost customer repeat in the nascent quick commerce market, including adoption of Fruits and Vegetables category and initiated personalization of the journeys on the Instamart app.

Personal Insights and Recommendations:
Beyond his professional expertise, Ashish is also certified to climb Mount Everest—a testament to his adventurous spirit and perseverance.

His go-to book recommendations:
1. 'The Power of Moments: Why Certain Experiences Have Extraordinary Impact' by Chip Heath

2. 'Principles: Life and Work' by Ray Dalio, both of which have shaped his approach to leadership and problem-solving.

Ashish's journey is a testament to the power of tackling ambiguity head-on, identifying the right problems, and delivering impactful solutions. 

I had a great time listening Ashish Singh and other panelist Sameer Mandge , Aditya Agrawal , Madhurita M. .

I would like to thank eChai Ventures , Urban Vault and amazing cohost Radhika Mohta for the successful event.