Pradyumna M.

Program Manager

Hyderabad, Telangana, India13 yrs 9 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Over 10 years of experience in Tech, Ops, and Product.
Expert in developing AI solutions for enterprise applications.
Proven track record of driving operational transformation.

Stackforce AI infers this person is a SaaS expert with a focus on AI-driven enterprise solutions.

Contact

Skills

Core Skills

Generative AiConversational AiCustomer ExperienceVendor ManagementBusiness DevelopmentSalesDigital MarketingCampaign Optimization

Other Skills

AI AgentsAccount ManagementAdvertisingAgentic AIApplication Programming Interfaces (API)B2B SalesBusiness AcquisitionBusiness Performance ManagementBusiness PlanningCC++C-Level EngagementCapacity PlanningCustomer Relationship Management (CRM)Customer Service

About

With over 10 years of experience at the intersection of Tech, Ops, and Product, I like to believe that my specialization lies in translating Enterprise problem statements into tangible, high-impact solutions across value chains. My core strength lies in bridging the gap between C-level vision and execution, ensuring that investments generate meaningful returns. Currently, I lead end-to-end lifecycle of complex AI automations, from initial concept and product strategy to architecture and delivery. I focus on building Conversational AI Agents grounded in enterprise data, leveraging sophisticated Retrieval-Augmented Generation (RAG) architectures and multiple API integrations. I am passionate about building AI systems that are responsible, scalable and help solve real problems for Enterprise Sales and Customer Support functions. My work has directly resulted in significant operational transformation and measurable $ outcomes. My approach is informed by a unique 'full-stack' background that spans Product Development, Sales, Customer Experience, and Scaled Operations. This allows me to not only design a technical solution but also to understand the GTM strategy, the prerequisites for customer adoption, and the operational mechanics needed to scale effectively. On the personal front, I also enjoy 'vibe coding' and using the same technologies to build applications that help me day to day. Look forward to connecting on opportunities to learn and/or contribute my $0.02.

Experience

Google

4 roles

Program Manager, AI Agents, Enterprise Platforms

Promoted

Nov 2023 – Present · 2 yrs 4 mos · On-site

Leading end-to-end development of Gen AI-powered conversational agents for automated sales and support, along with program management across the Enterprise Platforms portfolio.
Key Achievements:
Spearheaded RAG-based Gen AI agent to automate Ads’ Sales Reception Desk
Delivered 2-way SMS capability and localized solutions across global markets
Achieved multi-million-dollar Opex savings through AI-led automation
Defined product strategy, authored PRDs, and drove cross-functional alignment with UX, Eng, and Vendor teams

Generative AIConversational AIProgram ManagementProduct StrategyRetrieval-Augmented Generation (RAG)Application Programming Interfaces (API)+5

Program Manager, Customer Experience

Promoted

Jun 2019 – Nov 2023 · 4 yrs 5 mos · On-site

Led large-scale Ads troubleshooting operations, driving strategy, vendor management, and process optimization to deliver consistent global support outcomes.
Achievements:
Managed vendor planning, contracts, and performance across multiple sites reducing Opex by 20% and improved quality scores from 69% to 85%
Launched GA4 support with 90%+ CSAT and just 1% escalation rate
Led program for Tier-2 customers, ensuring KPI achievement, operational consistency and vendor alignment, helped onboard 200 HC in 9 months—50% faster than planned through a targeted training program
Standardized processes through SOP design and continuous improvement initiatives

Customer ServiceCustomer Relationship Management (CRM)Customer ExperienceScaled OperationsVendor ManagementProcess Optimization+3

Business Development Manager

Nov 2017 – Jun 2019 · 1 yr 7 mos · On-site

Led B2B sales and new business acquisition efforts across India, focusing on onboarding high-potential advertisers to Google’s digital marketing ecosystem.
Achievements:
Launched Mumbai BD operations and built South India acquisition strategy
Managed full-cycle B2B sales for high-potential advertisers under GCS OneAcquisitions
Drove 66% YoY growth by executing market entry strategies for untapped segments
Secured executive buy-in from C-level leaders to close strategic partnerships
Built and led 5+ joint business plans with large advertisers through cross-functional collaboration
Spearheaded a high-visibility partnership effort with regional political parties in 2019 General Elections that was both impactful and complaint, leading to $XM revenue impact

SalesBusiness DevelopmentB2B SalesBusiness AcquisitionC-Level EngagementStrategic Partnerships+4

Senior Campaign Manager

Apr 2015 – Oct 2017 · 2 yrs 6 mos · On-site

Managed digital campaign strategy and performance for Enterprise advertisers, delivering tailored marketing solutions aligned with business objectives.
Achievements:
Delivered opportunity sizing, pitch and optimization strategies for a $XM/yr portfolio of Australian Enterprise advertisers
Optimized brand and performance campaigns using Google’s ad stack
Delivered incremental $X/year through BFM adoption and tool-driven scaling (customer tools, infra and playbooks)
Developed sales collateral to support scaled opportunity identification (ex: seasonal focused, device focused, distribution focused, etc) & pitching leading to $XM/ year impact
Reported campaign performance insights to guide strategic decisions for the book of business

Digital MarketingCustomer SuccessGoogle AdsSearch Engine Marketing (SEM)Sales EnablementCampaign Optimization+3

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Digital Marketing Intern

Apr 2014 – Jun 2014 · 2 mos · Mumbai · On-site

Supported end-to-end development of a 0 to 1 digital marketing strategy leveraging paid, owned, and earned media channels to boost brand presence.
Achievements:
Contributed to building a digital roadmap from ground up
Conducted channel-wise performance assessment across paid, owned & earned media
Recommended allocation strategy to optimize channel performance
Supported content planning aligned with brand goals and owned media
Presented insights to guide future digital investment decisions