Jithin Varghese
Customer Service Lead @Marriott Hotels
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WORK HISTORY
Customer Service Lead @Marriott Hotels
Guelph, ON, CA
Delivered crisis-ready, white-glove service in a premium hospitality environment at Marriott Hotels. • Resolved complex guest escalations using trauma-informed communication techniques, achieving a 92% satisfaction rating. • Coordinated cross-functional teams to document and triage safety-sensitive incidents, ensuring seamless operations. • Maintained meticulous incident records to support compliance with insurance and legal requirements.
EDUCATION
Conestoga College
Graduate Certificate, Data Modeling/Warehousing and Database Administration
Kendriya Vidyalaya
10th - 12th (CBSE), Science
H.P.T arts and B.Y.K science college nashik ( First class with Distinction)
B.S.C (biotechnology), Biotechnology
MITSOB PUNE (First Class with Distinction )
Master of Business Administration (MBA), Marketing
SKILLS
ABOUT JITHIN VARGHESE
I build products that move numbers — seller activation rates, buyer conversion, GMV, marketplace health. And when I\'m not building, I\'m in the data, figuring out why the numbers aren\'t moving and what to do about it. I spent four years embedded inside eBay\'s APAC marketplace — one of the most complex two-sided platforms in eCommerce — owning the full product lifecycle from problem identification through experimentation to measurable outcome. I designed guided listing experiences that improved seller onboarding completion by 20–30%. I ran A/B experiments across conversion funnels, re-engagement campaigns, and listing quality flows. I authored BRDs that Engineering adopted at a 90%+ rate. I maintained a VoC programme that directly influenced three product roadmap decisions. And I did it all while navigating a global matrixed organisation across Search, Trust & Safety, Buyer Success, and Category teams. That experience sits at the intersection of three things I\'m good at: Product Management — defining strategy, owning roadmaps, writing requirements, running experiments, and delivering features end-to-end in Agile environments. Advanced SQL across relational data warehouses (Production queries spanning transaction, behavioural, and financial domains), Python frameworks built on Pandas, NumPy, and SciPy that replaced manual review processes with scalable, reproducible pipelines, and Tableau dashboards delivering real-time operational and product KPI visibility to cross-functional stakeholders. Comfortable writing complex joins, window functions, and aggregations against large datasets — and equally comfortable turning the output into a one-slide executive recommendation.Project & Operations Management — cross-functional delivery, stakeholder alignment, timeline ownership, and keeping teams unblocked. I\'ve led 100+ cross-functional sessions across engineering, design, data science, compliance, and operations. Outside eBay, I\'ve worked in BaaS financial services at Axis Bank (fraud operations, SME client delivery), enterprise eCommerce consulting at Cybage (Magento, SAP Hybris), and operations analytics at Marriott. I\'m currently based in Guelph, ON and open to roles in Toronto and remote across Canada. Open to: Product Manager · Senior Product Manager · Data Analyst · Business Analyst · Project Manager · Operations Analyst · eCommerce · Fintech · Marketplace Platforms
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