Leading product strategy and execution for Agentic AI platforms and Autonomous Systems within ServiceNow’s Connected Customer Experiences organization.

Focused on redefining enterprise operations by moving from traditional, workflow-driven systems to AI-driven, goal-oriented architectures that can reason, act, and resolve outcomes autonomously. Driving the development of next-generation Agentic AI capabilities for customer support and enterprise service experiences—enabling autonomous agents that enhance productivity, improve resolution quality, and transform how support is delivered across both customer and agent-facing interactions.

Passionate about bridging cutting-edge AI innovation with real-world business impact delivering systems that are not only intelligent, but reliable, scalable, and measurable in enterprise environments.

Led the strategy, development, and scale of a global Agentic AI platform powering intelligent experiences across chat, voice, search, and proactive workflows for 200M+ users across 200+ markets

Transformed traditional customer support systems into autonomous AI-driven experiences, significantly improving containment, resolution rates, and customer engagement.

Delivered $100M+ in annual operational cost savings by shifting from workflow-based systems to AI-driven decisioning and automation

Built and scaled cross-functional teams across Product, Engineering, Data Science, and Design to operationalize AI across multiple surfaces (PayPal, Venmo, Xoom)

Built and scaled cross-functional teams across Product, Engineering, Data Science, and Design to operationalize AI across multiple surfaces (PayPal, Venmo, Xoom)

Introduced semantic search, AI-powered recommendations, and real-time decisioning systems, improving issue resolution and agent productivity

Drove platform-first architecture enabling reuse and scalability across multiple business units and geographies

At Shopkick (acquired by Trax Retail), I led the full Product, Engineering, Design, and Data Science organizations for one of the largest consumer rewards platforms in the U.S.

My focus was on driving growth through data-driven product strategy and scalable technology architecture.

• Rebuilt the consumer engagement stack to increase app stability, experimentation speed, and conversion.

• Rolled out new shopping and in-store engagement experiences that boosted user retention and loyalty.

• Drove operational efficiency across product and tech functions, positioning the company for its next phase of growth under Trax.

It was a hands-on leadership role that required balancing product innovation with business execution, and aligning teams around a shared customer mission.

'Link by Prudential' was Prudential Financial's first Direct-to-Consumer (D2C) product; a new approach taken by the company to offer a free tool to help people set financial goals and get advice on how to reach them.

As a Director of Product Management, I mobilized and grew cross-functional teams in the new Bay Area location. I led the strategy and roadmap execution with cross-functional teams to stand-up the d2c offering (Link) from the ground up.

# Financial Planning Platform, accounts aggregation, PFM (Personal Finance Management), Managed Investments Portfolios, FinTech, Insurance, Annuities

# Metrics Driven: user retention, user engagement, Funnel Conversion

As a Sr Manager of Product Management, I spearheaded desiign and development of PayPal's Global Consumer Mobile Wallet Product, which is PayPal's consumer payments app on iOS, Android & Web - available in 160 countries with 20M+ MAU's

(https://techcrunch.com/2016/02/17/paypal-overhauls-its-mobile-app/)

I led several key initiatives that brought to life, the new Home Screen that helped drive adoption to several consumer products in the PayPal ecosystem such as PayPal's In-store payments, QR code payments, PayPal Credit, PayPal Giving & Cause, Shopping Offers etc'

I led partnership and integration with Royal Shell UK to enable 'Pay at Pump' experience (https://www.youtube.com/watch?v=lvRXiiBoowU)

(https://techcrunch.com/2016/06/28/paypal-puts-a-charitable-giving-button-in-its-app-for-the-first-time/)

I also spearheaded the initiative to to enable Marketplaces (eBay & StubHub) integrate with PayPal's Mobile Intuitive and Fast check out initiative - One Touch (https://www.braintreepayments.com/blog/goodbye-passwords-one-touch-hello-bitcoin/)

# iOS & Android, Mobile, payments, credit, identity & user management (Touch ID, Fingerprint Scan, FICO), in-store payments, Android Pay , One Touch Check out, merchant payments integration, mobile foundation platform, Cause & Donations, REST API, Tokenization, UX Design, Mobile SDK