Highlights:I excel in the development of SaaS solutions that resonated with millions of users daily at companies like Amazon, NCR, JP Morgan Chase, UnitedHealth Group. With a solid foundation in STEM Engineering from the University of Florida and 5 years of experience in the IT industry, my approach combines analytical rigor with innovative thinking to drive product strategies and user experiences that align with corporate visions. Adept in Agile methodologies, I excel in bridging the gap between business requirements and technological capabilities. My core competencies in business analysis, product management and project management are bolstered by certifications in data science and machine learning, empowering teams to deliver cutting-edge services in today's dynamic digital landscape.

Skills:Product Manager, Product Owner, Business Analyst, Senior Business Analyst, IT Business Consultant

Goal:I aspire to be a transformative leader in product strategy and digital innovation, shaping SaaS ecosystems that scale globally while redefining user experiences. My approach blends analytical rigor, human-centered design, and ethical responsibility to deliver solutions that drive measurable outcomes and enrich lives. Over the next decade, I aim to champion enterprise agility by embedding SAFe® and advanced Agile practices, enabling faster delivery cycles, stronger stakeholder alignment, and sustainable growth. By harnessing AI, machine learning, and predictive analytics, I will create adaptive, data-driven solutions that anticipate user needs, empower decision-makers, and unlock opportunities across fintech, healthcare, and retail. Equally important is building resilient SaaS architectures that integrate compliance, security, and scalability, ensuring trust and reliability for enterprises and accessibility for end users. Beyond technology, I am committed to mentoring cross-functional teams, fostering innovation, ethical leadership, and continuous learning. My long-term vision is to shape industry standards through thought leadership in product ownership, analytics, and digital transformation, positioning myself as a trusted voice in the global tech community. Ultimately, I strive to bridge the gap between vision and execution, ensuring every product strategy I lead not only drives corporate success but also leaves a lasting impact on how technology empowers human progress.

Membership:Member of SAFe® Agile Community

Certification:Certified SAFe® 6 Product Owner/Product Manager

Honor:Academic Achievement Award - Univeristy of Florida

Senior Business Analyst 02/2023 - 04/2023
DAZN Pvt Ltd, Hyderabad, Telangana India
Industry: Media & Entertaiment- IT
Senior Business Analyst at DAZN (Hyderabad, Feb–Apr 2023), a global sports streaming platform. Extracted and analyzed customer service data to build dashboards tracking CSAT, NPS, resolution time, handle time, and churn. Mapped customer journeys, identified pain points, and recommended process/system enhancements. Conducted root cause analysis of recurring issues, collaborated with product, tech, and ops teams to implement solutions, and monitored KPIs. Improved agent efficiency via data-driven training. Tools: JIRA, SQL, Excel, Tableau, Power BI, Miro, Salesforce Lightning, ServiceNow.
Role and Responsibilities: - Extracted and analyzed customer service data from various sources, developing comprehensive dashboards and reports to monitor key metrics like CSAT, NPS, resolution time, handle time, and customer churn. Identified patterns and trends in customer behavior and service issues. - Mapped out the customer service journey to pinpoint areas of friction. Analyzed customer feedback to identify pain points and recommended process changes and system enhancements to improve customer experience. - Conducted in-depth analysis to understand the root causes of recurring customer issues. Collaborated with relevant teams (product, technology, operations) to implement solutions. Monitored customer service performance against targets and KPIs. - Identified opportunities to improve agent efficiency and productivity, and developed training programs based on data-driven insights. Translated data insights into actionable recommendations for customer service strategy development. Presented findings to senior leadership and collaborated with cross-functional teams to implement strategic initiatives. - Built strong relationships with customer service teams, product teams, technology teams, and other stakeholders. Communicated data insights effectively to different audiences. Technologies Used: JIRA, SQL, Excel, Teams, Visio, Tableau, Power BI, Miro, Salesforce Lightning, ServiceNow--
Senior Product Owner 06/2023 - 11/2023
Virtusa, Hyderabad, Telagana India
Industry: IT Consulting
Senior Consultant – Business Consulting at Virtusa (Hyderabad, Jun–Nov 2023), consulting for NCR Corporation on NCR Voyix, a next-gen cloud-enabled SaaS retail POS for grocery. Defined product vision, strategy, and backlog; liaised with stakeholders; authored user stories and acceptance criteria; led Agile sprint planning and reviews. Conducted market research, competitive analysis, and gathered customer feedback to drive improvements. Tracked KPIs to measure success. Tools: JIRA, SQL, Excel, Teams, Visio, Tableau, Miro, Figma, ServiceNow, APIs, Postman.
- Defined and communicated the product vision and strategy, ensuring alignment with business goals and customer needs. Created, prioritized, and maintained the product backlog, ensuring that it reflected the most valuable features and enhancements. - Acted as a liaison between stakeholders, including customers, business leaders, and the development team, to gather requirements and feedback. Wrote clear and concise user stories and acceptance criteria to guide the development team in building the right features. - Participated in sprint planning meetings to ensure that the team understood the priorities and goals for each sprint. Reviewed completed work to ensure it met the acceptance criteria. - Conducted market research and analysis to identify trends, opportunities, and competitive threats. Used this information to inform product decisions. Gathered and analyzed customer feedback to continuously improve the product and ensure it met user needs. - Defined and tracked key performance metrics to measure the success of the product and identified areas for improvement. Worked within an Agile framework, ensuring that the team followed best practices and continuously improved its processes. Technologies Used: JIRA, SQL, Excel, Teams, Visio, Tableau, Miro, Figma, ServiceNow, API, Postman--
Senior Business Analyst 11/2021 - 08/2022
UnitedHealth Group, Hyderabad, Telangana India
Industry: Healthcare - IT
Senior Business Analyst at Quess Corp (Hyderabad, Nov 2021–Aug 2022), consulting for Optum, UnitedHealth Group. Analyzed large healthcare claims datasets, built reports/visualizations, and applied statistical methods to detect fraud. Partnered with legal/compliance on regulations and policy improvements. Conducted provider audits, investigated billing issues, and educated on payment integrity. Streamlined processes with data-driven solutions, reduced admin burden, and aligned stakeholders. Tools: JIRA, Rally, SQL, Excel, Visio, Snowflake, RPA, Tableau.
- Conducted in-depth analysis of large healthcare claims datasets, developed complex data visualizations and reports, and utilized statistical methods to detect fraudulent billing practices. - Collaborated with legal and compliance teams to implement new regulations, identify policy improvements, develop, and maintain internal policies, and ensure adherence to industry standards. - Conducted targeted provider audits, investigated suspected fraudulent billing, and collaborated with provider relations to educate on payment integrity policies. - Identified opportunities to streamline processes, designed and implemented data-driven solutions, monitored, and evaluated the effectiveness of changes, and reduced administrative burden. - Worked closely with teams across the organization, communicated findings to stakeholders, and drove necessary actions to align payment integrity initiatives. Technologies Used: JIRA, Rally, SQL, Excel, Teams, Visio, Snowflake, RPA, Tableau--
Business Consultant 01/2020 - 06/2020
Alien Technology Transfer, Hyderabad, Telangana India
Industry: Innovation Consulting - IT
Business Consultant at Alien Technology Transfer (Hyderabad, Jan–Jun 2020), a global innovation consulting firm. Analyzed business plans/technical docs, identified market gaps, and crafted proposals showcasing innovation impact. Evaluated technical viability and market potential, developed project plans with timelines, milestones, risks, and budgets. Built relationships with clients, funding agencies, and research institutions. Conducted market research, supported grant applications and VC pitches to secure funding. Tools: Odoo, Excel, Google Workspace.
Analyzed business plans and technical documents, identified potential market gaps, and crafted compelling project proposals highlighting the innovation's impact and addressing identified problems. - Evaluated the technical viability and market potential of proposed innovations, identifying potential challenges and mitigation strategies. - Developed comprehensive project plans with clear timelines, milestones, risk assessments, and budgets, including industrialization activities. - Built and maintained relationships with clients, funding agencies, research institutions, and other relevant stakeholders throughout the project lifecycle. - Conducted thorough market research to understand industry trends, competitor landscape, and potential customer needs. - Assisted clients in securing funding through grant applications, venture capital pitches, and other relevant funding mechanisms. Technologies Used: Odoo, Excel, Google Workspace--
Senior Business Analyst 12/2020 - 09/021
Accion Labs, Bengaluru, Karnataka India
Industry: Finance - IT
Senior Business Analyst at Accion Labs (Bengaluru, Dec 2020–Sep 2021), consulting for Kinara Capital. Analyzed loan origination, portfolio, collections, and customer datasets to identify KPIs and trends. Delivered insights for product, pricing, and risk strategies. Optimized loan processes, built credit risk models to predict defaults, ensured compliance, evaluated vendors, and supported digitalization of lending/onboarding. Trained teams on data analysis, processes, and compliance. Tools: JIRA, Grafana, SQL, Excel, Visio, API, Postman, Selenium, Cucumber.js, d3.js.
- Conducted deep dives into large datasets to identify patterns, trends, and key performance indicators (KPIs) related to loan origination, portfolio management, collections, and customer behavior. - Translated data insights into actionable recommendations to inform business strategy, including product development, pricing, and risk mitigation strategies. - Identified areas for process optimization within loan application, underwriting, disbursement, and collections processes; proposed and implemented improvements to enhance operational efficiency. - Analyzed credit risk metrics, developed models to predict loan defaults, and contributed to risk mitigation strategies. - Ensured adherence to regulatory requirements and internal compliance standards related to lending practices. - Evaluated potential vendors for technology solutions and services, ensuring alignment with business needs and cost-effectiveness. - Participated in initiatives to digitalize loan application processes, customer onboarding, and other key functions. - Designed and delivered training programs for internal teams on data analysis, new processes, and compliance updates. Technologies Used: JIRA, Grafana, .NET, SQL, Excel, Google Workspace, Visio, API, Postman, Selenium, Cucumber.js, d3.js--
Business Analyst 07/2019 - 12/2019
Amazon, Hyderabad, Telangana India
Industry: Retail/E-Commerce - IT
Business Analyst at Amazon (Hyderabad, Jul–Dec 2019), supporting the Relay Operations Center for North America. Researched, analyzed, and resolved freight movement issues to ensure on-time delivery. Identified and eliminated defects, improving transportation efficiency. Extracted and analyzed real-time data to drive decisions and outcomes. Collaborated with stakeholders to triage/escalate issues and supported continuous improvement in logistics operations. Maintained high service levels during peak periods. Tools: SQL, Excel, Slack, Trello, Google Workspace.
- Researched, analyzed, and solved issues that could impact customer delivery and delivered outstanding solutions in a contact center environment by researching, problem-solving, and setting appropriate expectations within the Amazon Transportation network. - Identified and eliminated defects, and worked with global business teams to improve the efficiency of transportation operations in the North American region. - Extracted, transformed, and analyzed data from command centers across the North American region to report real-time insights and make real-time decisions that delivered the best business and customer outcomes. - Collaborated with internal and external stakeholders to identify, triage, and escalate issues to the relevant teams, and followed through to ensure resolutions were implemented. - Supported continuous improvement initiatives to help improve process efficiency and quality in logistics operations. - Strived to maintain high service levels for the global customer base during busy periods, such as weather events or high-volume sales. Technologies Used: SQL, Excel, Slack, Trello, Google Workspace--
Business Analyst 02/2018 - 04/2018
Amazon, Hyderabad, Telangana India
Industry: Retail/E-Commerce - IT
Business Analyst at Amazon (Hyderabad, Feb–Apr 2018), supporting Whole Foods Market integration. Integrated seller content using item creation templates to optimize listings and improve search rankings. Partnered with sellers to streamline onboarding and enhance integration processes. Managed ads, pricing, and monitored product performance. Analyzed sales data, reviews, and competitor trends to improve listings. Collaborated with marketing, supply chain, and customer service teams. Tools: SQL, Excel, Slack, Trello, Google Workspace.
- Integrated seller content to the Amazon platform using standard item creation templates, working with Business Teams across the world. - Integrated external content to the Amazon websites using Amazon internal content creation templates to optimize product listings and improve search rankings. - Worked with sellers to gather requirements and helped build the tools and processes to increase the ease and efficiency with which sellers integrate with Amazon. - Worked with the On-boarding team to gather knowledge in tools used for complex integration and supported them in implementing the integration. - Managed advertising campaigns and pricing strategies and monitored product performance. - Analyzed sales data, reviews, and other metrics to identify trends and patterns to improve listings. - Collaborated with marketing, supply chain, and customer service teams and conducted competitor analysis. - Stayed updated on Amazon trends, best practices, and policy changes. Technologies Used: SQL, Excel, Slack, Trello, Google Workspace--
Programmer Analyst 01/2016 - 11/2016
Marlabs Inc, Jersey City, New Jersey United States
Industry: IT Consulting
Programmer Analyst at Marlabs Inc. (Piscataway, NJ, Jan–Nov 2016), consulting for JP Morgan Chase. Developed and maintained programs/dashboards for JP Morgan, documented reports, and ensured timely delivery. Assessed user requirements, aligned programs with business needs, and executed structured analysis/design plans. Coordinated with management to clarify objectives and collaborated with cross-functional teams for seamless integration. Tools: Piwik/Matomo, QlikView, Excel, PHP, SQL, JavaScript, HTML, CSS.
- Developed and maintained programs and dashboards to support the JP Morgan Metrics team. - Documented reports and ensured accurate and timely delivery of information. - Assessed user requirements for new or modified programs, ensuring alignment with business needs. - Coordinated with management and users to identify current operating procedures and clarify program objectives. - Outlined and executed plans for developing programs using structured analysis and design methodologies. - Collaborated with cross-functional teams to ensure seamless integration and functionality of developed solutions. Technologies Used: Piwik/Matomo, QlikView, Excel, PHP (versions 4/5/7), SQL, JavaScript, HTML, CSS--

SASTRA University 07/2007 - 08/2011
Thanjavur, Tamil Nadu, India
Degree: Bachelor's Degree
Major:Chemical Engineering
Bachelor of Technology in Chemical Engineering from SASTRA Univeristy, Thanjavur, Tamil Nadu, India.

Resume_Shanmukh_Mutnuri Product Manager, Product Owner, Business Analyst, IT Consultant, IT Business Consultant