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Viniket Parab

AI Product Manager - Freshworks | Ex-Paytm, OYO | MDI Gurgaon

Bengaluru

6+ years of work experience

Freshworks
Aug 20242 yrs 2 mosPresent

Bengaluru, Karnataka, India

Channels charter: Customer Support Web Chat Widget & Mobile SDK - Architected and launched a customer support web chat widget from the ground up, enabling live agent and bot interactions, instant knowledge base access, and seamless ticket creation via contact forms. - Built a mobile SDK support for this widget, ensuring flawless, platform-agnostic performance across both web and mobile devices to maximize user adoption thus replacing fragmented tools AI-Driven Feature Request Management Independently built an AI-driven feature request management system that automatically ingests support tickets, summarizes conversations, and routes actionable feature requests directly to the appropriate product owner—accelerating prioritization and reducing time-to-resolution. AI-Powered Competitive Intelligence Tool Developed a competitive intelligence tool powered by AI to continuously scrape competitor product launches and updates, generate concise summaries, and alert the relevant PM—enabling data-led decision making and faster strategic response. PRD Reviewer Bot Development Created a PRD reviewer bot that parses initial draft documents, restructures them to align with Freshworks’ PRD standards, fills in gaps where possible, and generates targeted questions for PMs—streamlining the ideation-to-specification process. Product Feedback Program Management Owned the product feedback program, organizing cross-functional sessions with GTM, Support, and Solution Engineering teams; leveraged AI summarization to distill key insights and ensure they were incorporated into PM requirement documentation.
Paytm
Jul 20222 yrs 2 mosAug 2024

Bengaluru, Karnataka, India

Developed a ChatGPT-powered Generative AI chatbot for multiple Paytm business units, leveraging a custom Retrieval-Augmented Generation (RAG) framework to ensure responses strictly adhere to internal SOPs while dynamically matching user tone and language preferences. Led a comprehensive discovery and optimization initiative of the cross-channel customer support journey, driving a 60% reduction in Voice Agent Handling Time (AHT) by streamlining workflows and minimizing handoffs. Built and operationalized a real-time, data-driven recommendation engine for Customer Support channels - integrating customer metadata with live supply metrics, to boost engagement and accelerate issue resolution across support touchpoints.
OYO Vacation Homes
Apr 20224 mosJul 2022

Gurugram, Haryana, India

At a leading vacation rental management company, I championed a PLG-driven partner onboarding strategy - automating and optimizing the entire experience. Designed and launched a self-serve onboarding platform for homeowners across 8 European countries, reducing manual touchpoints and accelerating user adoption, which directly boosted our revenue growth. Owned product funnels and customer acquisition channels which resulted in reducing the home owner acquisition cost.
OYO Vacation Homes
Sep 20201 yr 7 mosMar 2022

Gurugram, Haryana, India

ACT FIBERNET
Apr 20192 mosMay 2019

Bengaluru Area, India

Assessed the online gaming landscape in India Coordinated the marketing activities at ACT partnered gaming events in Hyderabad, Madurai and Ahmadabad Developed an action plan and partnership model for key stakeholders Formulated a gaming subscription plan and a Go-To-Market strategy for ACT to enter into the online gaming space in the wired-broadband category
Publicis Worldwide
Mar 20174 mosJun 2017

Mumbai Area, India

Worked with the Account Planning team to conceptualize brand communication & activation ideas for a multitude of brands which were spread across various industries such as Automobile, Undergarments and Television (Hindi General Entertainment Channel) Responsibilities undertaken: Ideation of advertising campaigns for new product launches and brand repositioning, performed competition analysis and developed brand positioning strategy based on consumer insights gained from primary and secondary research

Viniket’s AI Stack

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Education

Management Development Institute, Gurgaon

PGPM

Management Development Institute, Gurgaon

20182 yrs2020
Vellore Institute of Technology

Bachelor of Technology (B.Tech.), Mechanical Engineering

Vellore Institute of Technology

20114 yrs2015

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Headline

AI Product Manager - Freshworks | Ex-Paytm, OYO | MDI Gurgaon

About

As an accomplished product manager, I bring more than 5 years of expertise in spearheading the development of impactful global products. My journey includes pivotal roles in steering the creation of innovative solutions in supply acquisition (B2C) and lead management (B2B) at OYO, as well as pioneering a cutting-edge generative AI-powered customer support chatbot (B2C) at Paytm. Currently building gold standard customer support channels at Freshworks. I embody the essence of a full-stack AI product manager, seamlessly integrating skills across product design utilizing Figma, adept API management, meticulous project oversight, and comprehensive market research.

Location

Bengaluru

AI stack

claude code

claude

cursor

gemini

lovable

n8n

Work experience

Senior Product Manager at Freshworks, Aug 2024 - Present · 2 yrs 2 mos, Bengaluru, Karnataka, India, Channels charter: Customer Support Web Chat Widget & Mobile SDK - Architected and launched a customer support web chat widget from the ground up, enabling live agent and bot interactions, instant knowledge base access, and seamless ticket creation via contact forms. - Built a mobile SDK support for this widget, ensuring flawless, platform-agnostic performance across both web and mobile devices to maximize user adoption thus replacing fragmented tools AI-Driven Feature Request Management Independently built an AI-driven feature request management system that automatically ingests support tickets, summarizes conversations, and routes actionable feature requests directly to the appropriate product owner—accelerating prioritization and reducing time-to-resolution. AI-Powered Competitive Intelligence Tool Developed a competitive intelligence tool powered by AI to continuously scrape competitor product launches and updates, generate concise summaries, and alert the relevant PM—enabling data-led decision making and faster strategic response. PRD Reviewer Bot Development Created a PRD reviewer bot that parses initial draft documents, restructures them to align with Freshworks’ PRD standards, fills in gaps where possible, and generates targeted questions for PMs—streamlining the ideation-to-specification process. Product Feedback Program Management Owned the product feedback program, organizing cross-functional sessions with GTM, Support, and Solution Engineering teams; leveraged AI summarization to distill key insights and ensure they were incorporated into PM requirement documentation.

Product Manager 2 at Paytm, Jul 2022 - Aug 2024 · 2 yrs 2 mos, Bengaluru, Karnataka, India, Developed a ChatGPT-powered Generative AI chatbot for multiple Paytm business units, leveraging a custom Retrieval-Augmented Generation (RAG) framework to ensure responses strictly adhere to internal SOPs while dynamically matching user tone and language preferences. Led a comprehensive discovery and optimization initiative of the cross-channel customer support journey, driving a 60% reduction in Voice Agent Handling Time (AHT) by streamlining workflows and minimizing handoffs. Built and operationalized a real-time, data-driven recommendation engine for Customer Support channels - integrating customer metadata with live supply metrics, to boost engagement and accelerate issue resolution across support touchpoints.

Product Manager 3 - PLG at OYO Vacation Homes, Apr 2022 - Jul 2022 · 4 mos, Gurugram, Haryana, India, At a leading vacation rental management company, I championed a PLG-driven partner onboarding strategy - automating and optimizing the entire experience. Designed and launched a self-serve onboarding platform for homeowners across 8 European countries, reducing manual touchpoints and accelerating user adoption, which directly boosted our revenue growth. Owned product funnels and customer acquisition channels which resulted in reducing the home owner acquisition cost.

Product Manager 2 at OYO Vacation Homes, Sep 2020 - Mar 2022 · 1 yr 7 mos, Gurugram, Haryana, India

Summer Intern at ACT FIBERNET, Apr 2019 - May 2019 · 2 mos, Bengaluru Area, India, Assessed the online gaming landscape in India Coordinated the marketing activities at ACT partnered gaming events in Hyderabad, Madurai and Ahmadabad Developed an action plan and partnership model for key stakeholders Formulated a gaming subscription plan and a Go-To-Market strategy for ACT to enter into the online gaming space in the wired-broadband category

Strategic Account Planning trainee at Publicis Worldwide, Mar 2017 - Jun 2017 · 4 mos, Mumbai Area, India, Worked with the Account Planning team to conceptualize brand communication & activation ideas for a multitude of brands which were spread across various industries such as Automobile, Undergarments and Television (Hindi General Entertainment Channel) Responsibilities undertaken: Ideation of advertising campaigns for new product launches and brand repositioning, performed competition analysis and developed brand positioning strategy based on consumer insights gained from primary and secondary research

Education

PGPM, Management Development Institute, Gurgaon

Bachelor of Technology (B.Tech.), Mechanical Engineering, Vellore Institute of Technology