In the fast-paced world of e-commerce, innovation and customer-focused advancements are vital. Udit Mehrotra, Head of Product for Customer Experience at Amazon’s Canada Store, stands at the forefront of this evolution, leading significant developments that continue to redefine the digital shopping experience. With over a decade of experience in product and technology leadership, Udit has not only launched groundbreaking products but also fostered a culture of innovation that has impacted millions of customers globally.
Udit Mehrotra
Revolutionizing Customer Experience at Amazon
Udit’s career at Amazon is marked by several high-profile projects that showcase his ability to marry customer insights with cutting-edge technology. Among his many accomplishments, his leadership on Amazon’s Rufus Generative AI-Powered Conversational Shopping Assistant stands out. Working cross-functionally, Udit’s team built a unique version that is equally conversant in both English and French—an essential feature in Canada’s bi-lingual environment. This localized adaptation ensures inclusivity and personalized shopping experiences for a diverse customer base, setting a new benchmark for conversational AI in e-commerce.
Udit also played a pivotal role in launching Canada’s same-day delivery service, a highly complex project requiring coordination across 30 operational workstreams. This initiative introduced new processes and mechanisms, including delivery station onboarding, coverage level configurations, technical integrations, and adherence to Canada-specific compliance requirements such as French parity. The result? Delivery speeds as fast as seven hours, providing Canadians with unparalleled convenience and reliability.
Additionally, Udit’s work to integrate AI-driven size recommendations and Generative AI-powered review summaries has addressed long-standing challenges in e-commerce, particularly in categories where sizing and fit are critical. These innovations have reduced returns, improved customer satisfaction, and reinforced Amazon’s leadership in intelligent online shopping.
A Unique Blend of Cross-Industry and Cross-Functional Expertise
Udit’s diverse professional background spans technology and finance across Singapore, India, and the U.S. This cross-industry experience has equipped him with a global perspective and a deep understanding of varied customer needs. His expertise encompasses product management, vendor management, supply chain, and business development, enabling him to drive cross-functional alignment and deliver impactful results.
In his product management role, Udit has also demonstrated a strong aptitude for go to market success. By leveraging insights into retail ecosystems, he has devised effective go-to-market strategies that maximize the success of product launches.
Expanding the Portfolio: A Glimpse into Other Milestone Projects
While Rufus and same-day delivery service are marquee projects, Udit’s portfolio extends beyond these achievements. He has led initiatives addressing critical e-commerce challenges, such as streamlining product returns through AI-driven logistics optimization and implementing features for improved accessibility in digital interfaces. These projects reflect his holistic approach to customer experience, balancing technological sophistication with real-world usability. Several of these groundbreaking initiatives have earned recognition in leading publications, highlighting Udit’s transformative impact on the global e-commerce landscape.
An Inspiring Path to Leadership in Product & Technology
Udit’s journey began with a clear vision during his MBA at Carnegie Mellon University’s Tepper School of Business. There, he co-founded the Design & Business Club, fostering a collaborative community that emphasized the intersection of design and business principles. This foundation inspired Udit to pursue product management roles where innovation meets customer impact.
Since joining Amazon in 2017 through the prestigious Retail Leadership Development Program, Udit has risen to lead a team of Senior Product Managers. His ability to deliver high-impact results in complex environments has also established him as a thought leader in the field. A featured speaker at Product School, Udit shares actionable insights on navigating the nuances of product management, further cementing his reputation as an expert in the discipline.
The Road Ahead: Udit’s Vision for the Future
Having already established himself as a prominent voice in product management, Udit continues to expand his influence. He has authored several scholarly articles on AI/ML and customer experience, underscoring his thought leadership in these domains. As a featured speaker, he engages with industry leaders and aspiring professionals to share his journey and insights.
Looking ahead, Udit aims to drive cutting-edge AI/ML innovations that tackle the most complex challenges in e-commerce and beyond. His focus remains on delivering impactful solutions that enhance customer experiences while inspiring the next generation of product leaders.
Through his diverse achievements, Udit Mehrotra exemplifies the impact of a visionary product leader. His relentless drive to innovate and improve customer experiences makes him a standout figure in the technology and product management landscape.
