Product Manager leading agent experience, support tools, customer support automation, and AI-powered self-service platforms for Amazon Seller Support.

• Launched re-branded customer support experience for Sellers within large language models (LLM) capabilities, achieving significant financial benefits;

• Developed and implemented a Retrieval-Augmented Generation (RAG) based conversational assistant (chatbot) powered by large language models (LLMs), cutting customer queries routed to human agents by XX% and reducing time to response by XX%.

• Owned roadmap for LLM-powered autonomous agents that classify issues, plan next steps, and execute workflows with policy guardrails.

• Launched 40+ Agentic AI workflow tools and self-service experiences to streamline customer service, significantly reducing average ticket resolution time;

• Led 0 to 1 end-to-end development and launch of a new ML-driven support system, transforming it from concept to implementation.;

• Launched a new search experience on Seller Marketplace by implementing a machine learning model designed to detect customer intent and recommend relevant search results.

• Partnered with 50+ cross-functional teams, including ML engineering and science, R&D, and UX, to deliver foundational Agentic AI features across the customer support stack.

• Led end-to-end delivery of Agentic AI capabilities, ensuring cohesive, scalable, and data-informed customer support experiences.

• Led 0 to 1 redesign of self-service support platform (Help Hub).

• Delivered features improving agent experience, including guided triage flows, automatic context retrieval, and AI-generated recommendations.

Key domains:

agent experience • support tools • customer support systems • self-service • case management workflows • autonomous agents • agent copilots • contact center modernization.

• Led the development and implementation of advanced fraud detection, KYC (onboarding), and compliance solutions, enhancing the security and regulatory adherence of financial platforms by leveraging cutting-edge technologies and data-driven insights.

• Collaborated with founders, engineering and marketing team to build, launch and analyze new features in Agile environment

• Contributed to the entire product life cycle from concept through planning to development and launch, marketing supporting activities for the existing and new products

• Translated business requirements into technical specifications and documentation, owned, organized and managed backlog in Jira for engineering teams with a prioritized list of features

• Defined and tracked key product metrics with Google Analytics and Amplitude, continuously improved them through product iteration

• Worked on research, tested hypotheses, translated data into meaningful insights and actions, made experimentation and product analysis to guide data-driven decision making

• Launched Customer Support Chatbot: Led the development and launch of a chatbot for 40MM users across 180 countries, reducing customer support tickets by 30%;

• Collaborated with CEO and Cross-Functional Teams: Partnered closely with the CEO, data scientists, developers, UX/UI designers, marketing, operations, legal, and customer success teams to drive the development and successful launch of innovative features for a finance platform, ensuring alignment across all departments;

• Designed global customer support automation, including AI-powered chatbots and self-service tools.