Headline

Senior Product Manager | Agentic AI | Generative AI

About

I’m a Product Manager and Product Designer with 10+ years of experience building products that make complex systems feel simple. My work sits at the intersection of AI, product design, and customer support technology. I currently lead the development of AI-driven support products like Agent Helper and AI Case Quality Auditor, focused on helping support teams resolve cases faster, improve quality, and deliver better customer experiences. Over the years, I’ve worked across the full product lifecycle from problem discovery and UX design to product strategy, analytics, and enterprise deployment. I enjoy translating messy operational problems into structured product solutions that create measurable impact. Some of the areas I’ve been deeply focused on recently include: • AI-powered support automation and agent assistance • Case quality evaluation using LLM-based scoring • Support analytics and operational insights • Designing systems that improve agent productivity and CSAT Before moving fully into product leadership, I spent several years as a UX designer, which still shapes how I approach product thinking today. I believe the best products are built when design, data, and real customer problems meet in the same room. Outside of work, I’m passionate about design, storytelling, and building things from scratch—whether that’s product features, creative projects, or ideas that solve everyday problems.

Location

Bangalore Urban

AI stack

claude code

lovable

openai

Adobe Firefly

ChatGPT Images

Work experience

Senior Product Manager at SearchUnify, Feb 2024 - Present · 2 yrs 7 mos, Hybrid, Led end-to-end product strategy & experience design for Agent Helper, an AI-powered support co-pilot that combines UX systems thinking with LLM-driven intelligence to improve case resolution speed, agent productivity, & enterprise adoption. Owned product direction & UX architecture for a suite of Agentic AI capabilities including Case Quality Auditor, AI Escalation Manager, and AI Agent Partner, shaping how support teams interact with AI through explainable, trustworthy, & action-oriented interfaces. Conceptualized & launched new AI capabilities such as Agent Scorecards and AI Agent Partner, expanding the product suite with intelligent performance insights and collaborative AI assistance. Led the Unified Agent UX initiative, aligning & redesigning experiences across multiple AI products to create a seamless, consistent interface for support teams. Designed and operationalized human-in-the-loop AI workflows, introducing confidence scoring, evidence-backed recommendations, & transparency layers that enabled agents to make faster, safer decisions without over-reliance on automation. Built analytics and insight frameworks tracking product adoption, CSAT impact, escalation trends, MTTR reduction, and ROI, transforming complex AI signals into clear, executive-ready insights. Partnered closely with Engineering, Data, CSM, and Sales teams to translate emerging AI capabilities into scalable enterprise products while balancing usability, governance, & system performance. Established reusable UX patterns, design systems,& product frameworks that accelerated delivery while maintaining consistency across multiple AI products. Experiment with AI-first development workflows (“vibe coding”), prototyping and validating product ideas using tools such as Cursor AI, Anthropic models, and modern LLM frameworks. Influence roadmap and product strategy through customer discovery, usability research,& data-driven insights, ensuring every feature delivers measurable business value.

Hybrid Product Manager & Designer at SearchUnify, Dec 2020 - Dec 2024 · 4 yrs 1 mo, Stepped into a hybrid Product + Design leadership role, owning both strategy and execution for AI-driven support automation products. This was the phase where I moved from designing interfaces to building products. Key Contributions Built Escalation Predictor from 0 → Production • Identified escalation-risk gaps in support workflows. • Defined scoring logic, workflows, and business use cases. • Translated concept into a production-ready AI module in collaboration with engineering. • Drove early customer rollouts and feedback iterations. Co-Created Agent Helper from the Ground Up Owned both product direction and UX architecture: • Defined feature roadmap and prioritization framework. • Structured problem statements tied to measurable business value. • Designed end-to-end AI assist workflows for support agents. • Balanced usability with AI-driven intelligence and system constraints. Blended Product Thinking with UX Systems • Wrote user stories, defined edge cases, and scoped features with engineering. • Built a structured 10-parameter QA scoring framework. • Designed scalable UX systems for AI-driven support experiences. • Ensured alignment between backend logic and frontend simplicity. Drove Adoption & Strategic Visibility • Led adoption analytics and customer value measurement initiatives. • Participated in strategic discussions and early product webinars. • Acted as a bridge between engineering, leadership, and customer-facing teams.

Senior Product Designer - SearchUnify at SearchUnify, Dec 2019 - Dec 2020 · 1 yr 1 mo, Hybrid, Redesigned complex enterprise support systems into intuitive, scalable product experiences used by global support teams. Key Impact: • Re-architected core search and case workflows to reduce friction and improve agent efficiency. • Built scalable design systems and reusable components to standardize UI across modules. • Simplified heavy enterprise interfaces into task-driven, human-centered experiences. • Embedded accessibility best practices into product foundations. • Partnered closely with Engineering and Product to influence feature direction, feasibility, and roadmap priorities. • Led design thinking workshops to shift teams from feature-based execution to problem-first solutions. This phase marked the shift from execution-focused designer to strategic product contributor, laying the foundation for my transition into Product Management and AI product leadership.

Senior Graphic Designer at Grazitti Interactive, Dec 2017 - Dec 2021 · 4 y, Panchkula

Senior Graphic Designer at Design Boxed, Jul 2017 - Dec 2017 · 6 mos, Managed a creative team of 12-14 designers delivering client work across social media, branding, and live events.

Sr. Graphic Designer Team Leader at DesignBoxed, Jul 2017 - Dec 2017 · 6 mos, MOHALI, To manage a team of 12-14 graphic designers under me. To check the quality and quantity of their work along with guiding them through themes and the story boarding for any creative layout for the client. Working with clients and handling their end to end requirements for social media, live events and creating innovative graphics/cartoons for them.

Senior Visualizer at ScoopWhoop Media Pvt. Ltd., Apr 2016 - Apr 2017 · 1 yr 1 mo, Greater Delhi Area, ScoopWhoop is one-stop destination to discover and share everything Indian that is happening on the Internet. We curate and create relevant Indian stories with the sole intent of helping it reach as many of us as possible. To put it simply, we do Indian stories worth sharing. My key role area include: • To Create different templates of creative graphic designs for an article. • To Create different templates of creative banners for brand articles. • To Create a design for pic post of different Facebook pages like OmNomNom, Womaniyeah, What's the score, Wordgasm, Scoopwhoop Videos, Wanderlust, Bakchod Begum, Vagabomb. • To Create a creative posters for ScoopWhoop (LIVE) Videos. Main aim is to help the writers to develop the content into more reader friendly and eye catching way with design inputs.

Textile Designer at Trident Group India, Jun 2015 - Dec 2015 · 7 mos, * Developing/Creating Prints & Designs as per Buyér's mood boards. * Creating New Packaging Designs. * Trend Analysis & Creating jacquard patterns Designed / developed Beach/Bath towels both prints and weave patterns. For customers like ASDA, Target, Myers, Migros, H&G, Dunnes, And also for USMW and HEIMTEX. Designed packaging for Sports Towel PLAY. Designed Bedsheets with coordinated pillow cover and duvet cover. For USMW (U.S MARKET WEEK) Developed a range of Embroidered Towels for Hiemtex Fair in Frankfurt. Photoshoots for catalogues and website for online sales. Borders and Textures for towels for Heimtex. Designed emailers for Rakshabandhan. Did research on the upcoming Trends for Bath and Beach towels comparing different brands on the basis of price points, colours,

Education

B.Des., Textile Design, National Institute of Fashion Technology India

High school, 11-12, Modi Institute of Technology (MIT)