Germany

Generalist Product Management

Faisal Khushnood

Product Manager

Product analytics

Product strategy

Communication

Problem-solving

Customer service

Product roadmap

Hotjar

Jira

Mixpanel

As Senior Product Manager, I am responsible for overseeing the Flight vertical, from strategy to execution, reporting directly to the CEO and COO. My primary focus is to increase domestic and international flight orders.

Responsibilities:
- Monitor Flight KPIs closely and proactively take actions to achieve targets
- Develop product strategy and roadmaps
- Work closely with Product Owner(s), help them execute from creating user stories to final value delivery. 
- Monitor Voice of Customer (VOC) to identify customer pain points and growth opportunities, and take appropriate actions
- Collaborate with Design team to optimize travel booking experience
- Work closely with Engineering team to ensure requirements align with value delivery
- Provide daily updates to the CEO, and develop KPIs and strategies for future quarters

Impact:
- Successfully revamped the web and mobile app experience with the help of a talented Product, Design, and Engineering teams. This led to a significant increase in NPS scores, word-of-mouth referrals, and overall flight orders, in line with Sastaticket's vision to make travel bookings easy.
- Collaborated with exceptional cross departmental teams to develop and launch new features like Baggage, Meal and Seat Selection, resulting in a 2x growth in Flight orders.
- Supported the Engineering team in establishing direct integrations with global airlines such as Emirates and Fly Dubai, which improved fare pricing and amenities for customers and enabled the achievement of international flight order targets.
- Incorporated various amenities and features offered by different airlines into Sastaticket's platform, ensuring that the company maintained complete parity with the airlines' offerings.
- Implemented Amplitude events, which helped identify pain points in the customer journey causing significant drop-offs in the funnel. These were then resolved with the help of Engineering and Design teams.

As a Product Consultant, I worked with an amazing company, linkbuildinghq.com, to optimize the product experience and build a product culture. 
- Mentored the product team and redesigned the entire website to increase conversion and customer experience. 
- Redesigned the member area to increase customer engagement, upsell, and retention. 
- Created dashboards to effectively monitor and optimize internal Content and SEO team performance. 
- Closely collaborated with Design, Content, SEO, and Marketing teams to create strategy, understand customer jobs to be done, and deliver value.

As a Product Manager at Islamic Finder, I developed a new product called "Athan Academy" for the community of more than 10 million+ users. 
https://www.islamicfinder.org/athan-academy/

Responsibilities:
- Created vision
- Define the MVP
- Define the KPIs and get them implemented
- Create, and prioritize Backlog
- Create wireframes
- Also, playing the Project Manager role. Running Jira Sprints
- Create course outline, structure and in app experience with the help of Aalims/Teachers
- Write Transcripts for the course
- UX writing for the app

Impact:
- Identifying the underserved or unmet needs of Muslims living abroad
- Working with an outstanding team of Flutter developers, designers, data analysts, video editors, and marketers
- Building and launching an amazing app for iOS and Android from idea to execution
- Achieving 20,000+ installs in the first month of launch
- Achieving 60% WAU
- Creating Alif, a one-stop Islamic learning suite that helps Muslims perfect their Islamic knowledge through fun and interactive courses. It is a mix of Coursera and Duolingo for acquiring Islamic knowledge.

I worked with Bykea to help identify customer issues, review the internal process of resolving those issues, and then optimize the process. The goal was to resolve customer issues faster.

Responsibilities:
During my tenure, I took on multiple roles, primarily focusing on Product Management, along with Customer Success & Product Marketing.
- Oversaw end-to-end product development, from strategy to execution.
- Established & monitored key performance indicators (KPIs).
- Collaborated with design, engineering, machine learning, and customer success teams to launch various products and features.
- Managed email and push notification campaigns for approximately 2 million customers, with the aim of increasing freemium conversion, product adoption, engagement, referrals, retention, and product education. These campaigns were based on models by Lincoln Murphy (TIME) and Nir Eyal (Hooked).
- Closely monitored and optimized the entire customer journey using the AARRR framework.

Portfolio of Products Managed: PureVPN B2C & B2B Apps, Member Area, and Support Center

Impact:
- Improved customer onboarding from 60% to 90%.
- Significantly reduced churn rate.
- Launched an upgrade feature that generated quick cash flow and resulted in several million dollars of additional revenue.
- Implemented & managed a referral program.
- Transformed the basic Support Center into a comprehensive platform with informative articles, leading to a 40% decrease in customer support queries and issues. It also served as a growth lever for generating new orders.
- Transformed the basic Member Area into a comprehensive platform, allowing approximately 1 million customers to manage their profiles, billing, app downloads, membership upgrades, and more. 
- Built the B2B vertical from scratch.
- Introduced addons that improved average revenue per user (ARPU) and retention.
- Proactively worked on reactivating churned customers, generating thousands of dollars in additional revenue.
- Automated the cancellation process for customers, significantly reducing the workload on the Customer Support department.

Responsibilities:
- Managing China, Taiwan and Hong Kong companies’ paid accounts on portal.
- Completing the entire sales process from lead initiation to lead closure.
- Coordinate internally with other departments for resolution of issues related to any potential lead.
- Analyzing needs and sell customize service plan according to customer requirements.
- Keeping in touch with existing customers to get new referrals for business.
- Consistently and accurately forecast monthly and quarterly bookings

Faisal Khushnood🇩🇪

About Faisal Khushnood

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