Bellevue, Washington, United States
I am a product and strategy leader with over 15 years of experience guiding multi-year AI roadmaps, leading global teams, and delivering enterprise transformation at scale. Currently, I serve as Director of Pioneering AI Ops in Microsoft’s Core AI group, where I focus on embedding agentic AI solutions into complex operations to unlock measurable impact. My role bridges strategy and execution — working directly with stakeholders to refine workflows, integrate AI solutions, and ensure real outcomes. Previously, as Global Head of Product at LivePerson, I scaled Conversational AI platform & solutions used by millions of consumers and some of the world’s largest enterprises — including Delta, United, T-Mobile, Verizon, UnitedHealth, The RealReal, and Signet Jewelers. My leadership has been recognized for building high-performing teams, driving clarity in transformation, and delivering results in dynamic environments. I’m passionate about AI’s ability to reshape business operations worldwide and about creating environments where teams can thrive while building what’s next.
In this role, I focus on embedding advanced agentic AI solutions to transform operations at enterprise scale. I work directly with stakeholders to refine workflows, integrate AI, and drive measurable impact, while bridging strategy and execution to ensure AI delivers real outcomes across complex business operations.
As the Global Head of Product at LivePerson, I lead our entire product portfolio, spanning product management, program management, and UX, to design and deliver solutions that create value at scale while shaping the future of how the world connects. My mission is to harness the transformative power of Generative AI, enabling brands to unlock its full potential in a way that is both safe and trustworthy. I am passionate about creating meaningful, human-centered experiences that address complex challenges. With a focus on driving innovation, aligning strategy with execution and go-to-market success, and delivering transformative solutions, I strive to empower teams to think boldly, act decisively, and push boundaries in an ever-evolving digital landscape.
Leading a team of product managers, responsible for product vision, strategy, and end-to-end product development, execution, and Go-to-Market (GTM) initiatives for Conversational Cloud Core & Voice Platform handling ~50 millions conversations and ~1 billion messages MoM across millions of consumers and 14K bots/30K agents. Specialized in Customer Experience (CX) transformation and Gen AI solutions for contact centers. Achieved significant growth in messaging volume across platforms: 35% YoY for Web, 10% YoY for Mobile, and 30% YoY for 3rd party channels. Product Launch - Launched multiple new products successfully, including Voice Automation, Salesforce Agent Connector for Service Cloud, and Copilot products. Strategically added Voice as a new channel to the company’s digital-only product portfolio with Voice bot offering in all regions and languages with Enterprise early adoption. The launch of Salesforce Agent Connector for Service Cloud opened a new entry point for acquiring new logos. Ensured the company’s competitive edge by launching the Copilot product suite with the rise of GenAI, helping Enterprises optimize agent productivity and save cost. Operations - Actively engaged in internal and external customer interactions, supporting Sales in strategic opportunities and renewal upsells between $1 to$ 10 millions in size, effectively managing complex escalation cases, and facilitating resolutions across multiple teams, regions, and timezones. Driving cross-functional collaborations, establishing processes and structures with other leadership to build competitive research data regularly, aligning product development with customer needs, showing tangible ROI and revenue growth, and ensuring timely delivery of committed roadmaps.
Led product strategy and execution for PowerApps’s first-run experiences and landing pages during the startup phase. Established KPIs and metrics dashboards to track user experiences, resulting in a 10% increase in MAU. Recruited and managed a team to rapidly deliver 20 sample apps and 25 app templates within 4 months. Achieved 80% exploration of sample apps and 67% creation of the first app by new users. Pioneered partner integration with Microsoft AppSource, simplified complex app-sharing experiences & prioritized accessibility.
Led product advocacy and customer relations as the primary interface. Implemented feedback loops, engaged customers to enhance product & directed feedback. Orchestrated UX design and prototyped solutions. Led Hackathon resulting in a V1 product adopted organization-wide, improving VP-level incident reviews. Mentored college-hired PMs and interns, facilitating transition to full-time roles.
Led business-centric implementation and test automation, developed scorecards aligning with business objectives, enhanced UI Test Automation infrastructure and implemented a failure analysis tool. Conducted thorough quality checks for feature releases, covering feature, regression, and performance testing. Managed a team of 4 vendors for the Windows Logo Certification & Common Engineer Criteria (CEC) program, oversaw onboarding, training, and management. Advocated internal tools & test development, resulting in a 30% reduction in engineering check-in times. Orchestrated test scenario definition, quality benchmarks, and release criteria, achieving a 20% enhancement in code coverage.