• Owned end-to-end product lifecycle across platform, growth, and AI initiatives, leading discovery, prioritization, delivery, and iteration while partnering with engineering, UX, data, and operations teams.

• Defined platform and API roadmaps based on developer and partner needs, balancing backward compatibility with new capabilities that supported ecosystem growth and improved API adoption across merchant integrations.

• Authored product requirements and specifications for platform and admin capabilities, collaborating with developer relations and partners to reduce integration friction and improve developer experience quality.

• Led checkout and payments optimization by analyzing funnel data and identifying conversion drop-offs, contributing to measurable improvements in checkout completion and payment success rates.

• Partnered with legal, risk, and compliance teams to deliver global checkout and payment enhancements, supporting international merchant expansion while maintaining reliability, regulatory adherence, and fraud controls.

• Applied product-led growth principles by improving onboarding, feature discovery, and activation flows, helping reduce merchant time-to-value and increase early feature adoption.

• Drove AI-powered onboarding and admin experiences by defining AI-first requirements, success metrics, and guardrails, contributing to faster store setup and improved merchant satisfaction.

• Conducted experimentation and A/B testing across growth and checkout surfaces, using results to inform prioritization decisions and incrementally improve conversion and adoption metrics.

• Used funnels, cohorts, and performance metrics to evaluate product impact on activation, GMV influence, and feature usage, enabling data-informed roadmap and trade-off decisions.

• Collaborated with product marketing, support, and partner teams to support launches and merchant communication, ensuring clear value articulation and smooth rollout of new capabilities.

• Owned end-to-end product lifecycle for B2B SaaS across ITSM, CX, and platform products, covering discovery, roadmap, delivery, launch, and post-launch optimization in cloud-native environments.

• Led customer problem discovery via interviews, support ticket analysis, and usage data, translating insights into PRDs, user stories, and prioritized backlogs aligned with OKRs.

• Drove cross-functional execution with engineering, design, QA, marketing, and customer success, managing sprints, backlog grooming, release readiness, and trade-offs across scope and timelines.

• Built and tracked product metrics including activation, adoption, retention, and NPS, contributing to ~10–15% improvement in feature adoption through iterative, data-driven enhancements.

• Partnered with growth and marketing teams on GTM initiatives, feature launches, beta programs, in-app messaging, and onboarding flows to improve trial-to-paid conversion and early activation.

• Led platform and integration initiatives, working on APIs, third-party integrations, RBAC, and admin workflows to support enterprise-scale customers and multi-product SaaS ecosystems.

• Contributed to AI-powered features by defining MVP scope, beta rollout strategies, and success metrics for intelligent automation and agent productivity improvements.

• Collaborated with support and success teams to close feedback loops, prioritize usability improvements, reduce workflow friction, and improve CSAT across high-volume operational use cases.

• Supported scalable and secure SaaS delivery by factoring cloud constraints, performance, data privacy, and compliance requirements (GDPR, SOC2) into roadmap and product decisions.

• Mentored junior PMs and influenced stakeholders through clear product storytelling, roadmap communication, and executive updates, ensuring alignment and execution in a fast-paced SaaS environment.