Deep Kumar
About Deep Kumar
Deep Kumar is a Senior Product Manager at Entain, with a diverse background in product management and business analysis. He has held various roles in companies such as The Jewellery Channel and Nisum, and has completed executive education in product strategy at Kellogg.
Work at Entain
Deep Kumar has been serving as a Senior Product Manager at Entain since 2021. In this role, he has focused on enhancing customer experience and operational efficiency. He designed a seamless handoff process from bots to agents, which improved First Contact Resolution efficiency. Additionally, he revamped the Help Centre Knowledgebase by implementing Zendesk Guide, which enhanced self-service options and knowledge management within the organization. His contributions have been pivotal in streamlining processes and improving user satisfaction.
Previous Experience
Before joining Entain, Deep Kumar held various positions in different organizations. He worked as a Digital Product Manager and Senior Business Analyst at The Jewellery Channel from 2014 to 2020. His responsibilities included managing digital products and analyzing business operations. He also served as a Product Manager at Nisum for four months in 2021. Earlier in his career, he interned at UAE Exchange and IBM, gaining valuable experience in the financial and technology sectors.
Education and Expertise
Deep Kumar has a strong educational background in management and engineering. He studied at the Indian Institute of Management Udaipur, where he earned a Post Graduate Diploma in Management (PGDM) from 2011 to 2013. He furthered his education at Kellogg Executive Education, focusing on Product Strategy from 2019 to 2020. Additionally, he holds a Bachelor of Engineering (B.E.) in Mechanical Engineering from Ramaiah Institute of Technology. This diverse educational foundation supports his expertise in product management and strategy.
Achievements in Product Management
Throughout his career, Deep Kumar has implemented several initiatives that have significantly improved operational processes. He designed and implemented a real-time data integration bridge between Zendesk and Medallia, which enhanced the accuracy of information exchange. He also established closed-loop feedback and service recovery mechanisms, leading to notable improvements in feedback collection and service recovery. These achievements reflect his commitment to enhancing product management practices and customer experience.
Internship Experience
Deep Kumar gained early professional experience through internships at notable organizations. He interned at UAE Exchange for one month in 2012, where he was exposed to the financial services sector. Additionally, he completed a two-month summer internship at IBM in 2012 in Bengaluru, India. These internships provided him with foundational skills and insights into the workings of large organizations, contributing to his professional development.