Sidhartha Guru
Aerospace engineer turned product leader. After an MBA from IIM Bengaluru, I spent 14 years building at scale — launching Shopsy at Flipkart (10× user growth), building Booking.com's web personalization platform (~500 bps booking uplift), and now leading 5 teams across customer service tooling, automation, and AI-powered support as GPM at Booking.com.
14 years. Three companies. One through-line.
Leading 5 teams across agent tooling, support channels, and automation — building an automation-first service model targeting ~6% cost reduction while using AI to improve agent productivity and customer self-serve.
- ~6% operational cost reduction
- AI knowledge & contact analysis pilots
- Center of Excellence: 20+ hires
- Team ESAT +30%
Led web personalization strategy and platform, then drove org-wide CS transformation — coordinating 10+ teams across tooling, self-serve, and supplier communications.
- ~500 bps booking uplift
- 120+ campaigns in year 1
- Self-serve productivity +10%
- CSAT +8%, cancellations −2%
Launched Shopsy — Flipkart's platform for value and refurbished products — from zero. Owned the full funnel: acquisition, conversion, and post-purchase confidence.
- 10× user growth in under a year
- Certified refurb platform: 22+ teams
- 12% insurance attach rate
- 4 B2B partnerships
Built hard real-time failure prediction systems for aircraft engine testing — mission-critical environments where reliability was non-negotiable.
- ₹800+ mn in test costs saved
- ~$1.5 mn USD licensing savings
- Indigenised hardware & software
Publications
Writing and talks on product leadership, platform thinking, and building at scale.
When I'm not building products...
Travel
Places that have stayed with me.