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Nikhil Kumbhar

Product Manager @ IBM | Agentic AI Platforms | Supply Chain

Bengaluru

7+ years of work experience

IBM
May 20233 y 4 moPresent

Bengaluru

Own IBM Sterling Call Center end to end on the Sterling OMS platform: strategy, roadmap, requirements, delivery, KPIs and adoption for enterprise retailers. Own the case and resolution workflow across order lifecycle stages, returns, refunds and multi-party handoffs between buyer, seller, warehouse and carrier. Led the engineering effort to build and ship 6 AI agents on WatsonX Orchestrate into the live Call Center workflow, cutting operation time by more than 60% in 6 months. Designed the human-in-the-loop boundaries deciding which steps ran autonomously and which required rep confirmation, and defined the evaluation criteria used to judge output quality before release. Built an agent-based detection system for at-risk inbound supplier shipments that triggers replacement workflows before the delay reaches the customer order. Issue identification and follow-up time down 60-70%. Recognised as an IBM WatsonX Finalist. Sales had no signal on which trial accounts were worth a call. Defined the product instrumentation strategy and the qualification thresholds behind it, surfacing 100+ product-qualified accounts and $1-2M in enterprise pipeline in 3 quarters. Own product strategy and roadmap against a $3-4M revenue opportunity. Manage a backlog of ~1,100 enhancement requests across five products, and rebuilt prioritisation around revenue mechanism rather than internal vote count. Leading the product side of the Call Center migration from the legacy stack to the next-generation platform.
ApnaKlub
Feb 20221 y 2 moApr 2023

Bangalore Urban

Built the logistics and fulfilment platform from zero, covering order capture, warehouse allocation, dispatch, carrier management, delivery, returns, invoicing and settlement. Dispatch and settlement had run on spreadsheets across 25 carriers. Led a 20-30 person engineering team through the full delivery lifecycle. Fulfilment efficiency up 45%, and the platform absorbed 6X order growth without proportional ops headcount. Returns ran fully manual across 20,000+ orders a month, tying up 50+ ops staff. Ran discovery on the warehouse floor with the people doing the work, then designed automated returns and refund workflows end to end including the rules separating genuine product defects from process errors. Manual returns effort down 75% over 4 months. Also owned the buyer-facing mobile app: product listings, in-app search, the recommendation engine, geo-based and seasonal merchandising, and the campaigns running against them.
Blowhorn
Sep 20215 moFeb 2022

Bangalore Urban

Owned the roadmap for the enterprise logistics onboarding platform, cutting onboarding time from 1-2 days to hours across marquee customers by standardising workflows across contracts, order management, fulfilment, invoicing and payments. Worked directly with operations teams to reduce implementation complexity and shorten time to first shipment.
Stones2Milestones
Mar 20215 moAug 2021

Bengaluru

Owned onboarding and in-app flows on the consumer subscription app, increasing activation by 20% by instrumenting the funnel and finding where new users dropped before reaching first value. Launched the company web platform from concept to rollout, reaching 60% adoption in the first month.
Codingmart Technologies
May 20191 y 9 moFeb 2021

Bengaluru

Built Angular components for EFI's enterprise printer monitoring platform during its AngularJS to Angular 9 migration, supporting large-scale enterprise deployments. Built data simulation logic for demo environments, preserving full functionality without exposing customer data. Served as Scrum Master for a team of 4, representing customer requirements and holding product alignment across the sprint cycle.
Codingmart Technologies
Oct 20187 moMay 2019

Bengaluru

Part of Myntra Insider Launch team.Increased the Myntra Insider’s adoption by analyzing the user data, paid search, paid social, organic social, and other sources. Worked on the hotel and flight pages in Cleartrip related to content and category issues by user acceptance and manual testing.

Nikhil’s AI Stack

claude code
claude code
claude
claude
Microsoft Copilot
Microsoft Copilot

Education

KSR INSTITUTE FOR ENGINEERING AND TECHNOLOGY, NAMAKKAL

Bachelor of Engineering - BE, Computer Science

KSR INSTITUTE FOR ENGINEERING AND TECHNOLOGY, NAMAKKAL

20154 yrs2019

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Headline

Product Manager @ IBM | Agentic AI Platforms | Supply Chain

About

I started out as a Product Engineer working with Tech. Understanding my passion towards working directly with the product and customers, helped me transition into a product role at an early stage. Product manager who ships AI into live operational workflows. Owns IBM Sterling Call Center end to end, where agentic workflows built on WatsonX Orchestrate cut operation time by more than 60%. Designing the human-in-the-loop boundaries and evaluation criteria that decide where automation stops. 7+ years total, 5 in product, with an engineering background and a habit of building the prototype before writing the spec. If you want to talk about product management, ideologies or just want to discuss an interesting problem, hit me up! PS: I am a great movies and series fanatic - feel free to catch me up for recommendations or suggestions.

Location

Bengaluru

AI stack

claude code

claude

Microsoft Copilot

Work experience

Product Manager at IBM, May 2023 - Present · 3 y 4 mo, Bengaluru, Own IBM Sterling Call Center end to end on the Sterling OMS platform: strategy, roadmap, requirements, delivery, KPIs and adoption for enterprise retailers. Own the case and resolution workflow across order lifecycle stages, returns, refunds and multi-party handoffs between buyer, seller, warehouse and carrier. Led the engineering effort to build and ship 6 AI agents on WatsonX Orchestrate into the live Call Center workflow, cutting operation time by more than 60% in 6 months. Designed the human-in-the-loop boundaries deciding which steps ran autonomously and which required rep confirmation, and defined the evaluation criteria used to judge output quality before release. Built an agent-based detection system for at-risk inbound supplier shipments that triggers replacement workflows before the delay reaches the customer order. Issue identification and follow-up time down 60-70%. Recognised as an IBM WatsonX Finalist. Sales had no signal on which trial accounts were worth a call. Defined the product instrumentation strategy and the qualification thresholds behind it, surfacing 100+ product-qualified accounts and $1-2M in enterprise pipeline in 3 quarters. Own product strategy and roadmap against a $3-4M revenue opportunity. Manage a backlog of ~1,100 enhancement requests across five products, and rebuilt prioritisation around revenue mechanism rather than internal vote count. Leading the product side of the Call Center migration from the legacy stack to the next-generation platform.

Product Manager at ApnaKlub, Feb 2022 - Apr 2023 · 1 y 2 mo, Bangalore Urban, Built the logistics and fulfilment platform from zero, covering order capture, warehouse allocation, dispatch, carrier management, delivery, returns, invoicing and settlement. Dispatch and settlement had run on spreadsheets across 25 carriers. Led a 20-30 person engineering team through the full delivery lifecycle. Fulfilment efficiency up 45%, and the platform absorbed 6X order growth without proportional ops headcount. Returns ran fully manual across 20,000+ orders a month, tying up 50+ ops staff. Ran discovery on the warehouse floor with the people doing the work, then designed automated returns and refund workflows end to end including the rules separating genuine product defects from process errors. Manual returns effort down 75% over 4 months. Also owned the buyer-facing mobile app: product listings, in-app search, the recommendation engine, geo-based and seasonal merchandising, and the campaigns running against them.

Assistant Product Manager at Blowhorn, Sep 2021 - Feb 2022 · 5 mo, Bangalore Urban, Owned the roadmap for the enterprise logistics onboarding platform, cutting onboarding time from 1-2 days to hours across marquee customers by standardising workflows across contracts, order management, fulfilment, invoicing and payments. Worked directly with operations teams to reduce implementation complexity and shorten time to first shipment.

Associate Product Manager at Stones2Milestones, Mar 2021 - Aug 2021 · 5 mo, Bengaluru, Owned onboarding and in-app flows on the consumer subscription app, increasing activation by 20% by instrumenting the funnel and finding where new users dropped before reaching first value. Launched the company web platform from concept to rollout, reaching 60% adoption in the first month.

Product Engineer at Codingmart Technologies, May 2019 - Feb 2021 · 1 y 9 mo, Bengaluru, Built Angular components for EFI's enterprise printer monitoring platform during its AngularJS to Angular 9 migration, supporting large-scale enterprise deployments. Built data simulation logic for demo environments, preserving full functionality without exposing customer data. Served as Scrum Master for a team of 4, representing customer requirements and holding product alignment across the sprint cycle.

Product Intern at Codingmart Technologies, Oct 2018 - May 2019 · 7 mo, Bengaluru, Part of Myntra Insider Launch team.Increased the Myntra Insider’s adoption by analyzing the user data, paid search, paid social, organic social, and other sources. Worked on the hotel and flight pages in Cleartrip related to content and category issues by user acceptance and manual testing.

Education

Bachelor of Engineering - BE, Computer Science, KSR INSTITUTE FOR ENGINEERING AND TECHNOLOGY, NAMAKKAL