Sidhartha Guru
Profile
I started as an aerospace engineer at DRDO, building hard real-time systems for aircraft engine testing — environments where failure meant catastrophic loss. That technical foundation shaped how I think about product: rigorously, with a bias for systems that hold up under pressure.
After an MBA from IIM Bengaluru (Top 8%), I joined Flipkart as a Product Manager, launched Shopsy — a 0→1 platform for value and refurbished products — and drove 10× user growth in a single year. I then moved to Booking.com, where I've spent the last six years building products at global scale: first leading web personalization (~500 bps booking uplift, 120+ campaigns via a no-code platform), and now as Group Product Manager leading five cross-functional teams across customer service tooling, support channels, and AI-powered automation.
Across all of it, the through-line has been the same: an engineering instinct for rigour applied to consumer-scale ambiguity — with a track record of building teams and platforms that outlast any one initiative.
Experience
Leading 5 cross-functional teams across CS agent tooling, support channels, and automation — driving an automation-first service model that uses AI to reduce customer friction and improve agent productivity.
- Defined a 3-year "Connected CS" product vision, aligning senior leadership and engineering around a low-touch automation-first service model
- Delivered ~6% operational cost reduction through proactive customer communications and smarter routing
- Initiated and shipped AI-powered knowledge management and contact analysis pilots, reducing agent training costs and improving efficiency
- Defined strategy for next-generation contact center; orchestrated vendor assessment across operations, technology, and finance stakeholders
- Established a Center of Excellence in India — hired and onboarded 20+ engineers and PMs to accelerate delivery
- Instituted structured PDPs for PMs, improving team ESAT by 30%
Led web personalization strategy and platform across the home and search funnel, then drove org-wide CS transformation coordinating 10+ product teams and external consultants.
- Delivered ~500 bps increment in bookings through personalised destination and property recommendations
- Built a no-code platform enabling internal teams to launch cross-funnel experiences with segmentation, A/B/n testing, and ranking — 120+ campaigns in year one
- Led org-wide Pegasystems integration across 10+ product teams, increasing self-serve productivity by ~10%
- Improved supplier-to-traveller communications, lifting CSAT by ~8% and reducing booking cancellations by ~2%
Owned Android app, desktop, and mobile web for Shopsy.in — Flipkart's platform for value and refurbished products. Responsible for platform launch, user acquisition, and end-to-end conversion funnel.
- Launched Shopsy from 0→1 and drove ~10× user growth in one year through channel expansion, targeted marketing, and referral loops
- Launched a certified refurbished platform — coordinating delivery across 22+ product teams — with clear trust signals, quality policies, and post-purchase guarantees
- Launched insurance and warranty programmes across Flipkart verticals — ~12% attach rate and 4 B2B partnerships secured
Technology owner for vibration measurement systems in aircraft engines. Built hard real-time systems to monitor engine tests and prevent catastrophic failures.
- Built hard real-time failure prediction systems saving ₹800+ mn in test costs and preventing 9+ months of schedule slippage
- Indigenised hardware and software, saving ~$1.5 mn USD in licensing costs over 3 years