Suraj Salunkhe — Product Manager

As product manager at American Express, I am currently driving the GenAi pilots in the customer servicing space so that Amex is able to improve operational efficiencies and enhance the customer experience for its card members. In my previous stint, I've built an in-house customer service platform that is used to automate workflows, manage business processes, and create journey automations. This platform serves global customers and is used by 5,000+ customer support executives. I have a strong background in technology and management, with an MBA from S.P. Jain Institute of Management & Research and a B.Tech. in Information Technology from Veermata Jijabai Technological Institute. I have also completed certifications in product management, CFA Level 1, and digital marketing. Previously, I worked as a product manager at Dr. Reddy's Laboratories, where I defined the product vision and strategy for an integrated query management platform that leverages AI/ML and natural language understanding to resolve employee queries. I also created a product roadmap for an enterprise chatbot that automates queries and generates leads for B2C, B2B, and employee segments. Additionally, I developed a product that sends personalized sales leads to 3k+ medical representatives, and liaised with cross-functional teams to develop a regulatory information management system for e-reporting pharmaceutical data to the European Medicines Agency. I am passionate about technology and solving business problems with innovative solutions. I am looking for opportunities to lead product management efforts for creating impactful products that deliver value to customers and stakeholders. I am adaptable, driven, and collaborative, and I enjoy working with diverse teams and learning new skills.

Stackforce AI infers this person is a Fintech and Healthcare product management expert with strong AI/ML capabilities.

Experience: 7 yrs 10 mos

Skills

Product Management
Genai
Customer Support
Ai/ml
Software Development
System Integration

Career Highlights

Led GenAI initiatives delivering $50M in cost savings.
Developed customer support platform for 56M+ cardholders.
Defined product vision for AI-driven query management.

Work Experience

American Express

Senior Product Manager - GenAi Servicing Innovation (1 yr 7 mos)

Senior Product Manager (3 yrs 4 mos)

Dr. Reddy's Laboratories

Product Manager (1 yr 8 mos)

Citicorp Services India Pvt Ltd

Assistant Manager - Software Development Engineer (2 yrs 10 mos)

Samsung Research, Bangalore

Student Trainee (2 mos)

Education

Master of Business Administration - MBA at SPJIMR SP Jain Institute of Management & Research

Bachelor of Technology (B.Tech.) at Veermata Jijabai Technological Institute (VJTI)

HSC at S.K. Somaiya Vinay Mandir

Suraj Salunkhe

Product Manager

India7 yrs 10 mos experience

Most Likely To SwitchAI Enabled

Key Highlights

Led GenAI initiatives delivering $50M in cost savings.
Developed customer support platform for 56M+ cardholders.
Defined product vision for AI-driven query management.

Stackforce AI infers this person is a Fintech and Healthcare product management expert with strong AI/ML capabilities.

Contact

salunkhesuraj10@gmail.com LinkedIn

Skills

Core Skills

Product ManagementGenaiCustomer SupportAi/mlSoftware DevelopmentSystem Integration

Other Skills

0-to-1AI GovernanceAgile MethodologiesAnalytical SkillsAndroid Application DevelopmentAndroid DevelopmentAutomationBPMNBusiness StrategyCMMNCase Management SoftwareChange managementContent ManagementData AnalysisDecision-Making

About

Experience

7 yrs 10 mos

Total Experience

2 yrs 7 mos

Average Tenure

3 yrs 4 mos

Current Experience

American express

2 roles

Senior Product Manager - GenAi Servicing Innovation

Nov 2024 – Present · 1 yr 7 mos · Gurugram, Haryana, India · Hybrid

Led execution of enterprise GenAI initiatives within the Servicing Innovation team, aligning product backlog with strategic AI goals to deliver ~$50M in projected cost savings and elevate customer experience across servicing channels (IVR, chat, and email).
Defined and prioritized GenAI use cases aligned with enterprise AI strategy and communicated the roadmap to senior leadership, securing executive buy-in and cross-functional sponsorship for high-impact initiatives.
Optimized AI-powered mobile search using semantic search prompts, boosting feature search click-through rate (CTR) by 5%.
Delivered automation in call quality assurance by using GenAI for call transcript analysis to detect errors and compliance violations.
Designed AI-driven voice journey automation for FAQs, reducing manual handling effort and improving average call handling time.
Partnered with AI governance team to embed governance-by-design, ensuring data security, privacy, and responsible use of AI.

GenAIProduct ManagementProject ManagementAI GovernanceAutomation

Senior Product Manager

Feb 2023 – Present · 3 yrs 4 mos · Gurugram, Haryana, India · Hybrid

Spearheaded the development of a cutting-edge customer support and case management platform, aligning with customer needs and business demands; catering to 56M+ card holders who were served by 100k+ customer care professionals globally.
Cultivated strong relationships with stakeholders and facilitated seamless collaboration between engineering, design, and business operations teams to ensure a holistic product vision, effective change management and a successful product launch.
Employed agile methodologies to drive the product development lifecycle, maintaining strict timelines, pivoting when necessary and achieving project milestones consistently.
Designed business process automation for refunds with monthly volume 10k+ and value $3M+ that reduced headcount by 80%.
Utilized data-driven insights and analytics to measure product performance, identify improvement areas, and implement data-informed decisions. Implemented UI/UX improvements based on usability testing, resulting in a more intuitive User Experience.
Championed a user-centric design approach, conducted user research to refine platform's usability and overall user satisfaction.
Defined data flow architecture to track performance of customer care professionals, generate downstream reports and visualizations.
Developed a prioritized product roadmap, outlining feature enhancements and expansions to meet emerging business demands.

Customer SupportAgile MethodologiesData AnalysisUI/UXProduct Road MappingProduct Management

Dr. reddy's laboratories

Product Manager

Jun 2021 – Feb 2023 · 1 yr 8 mos · Hyderabad, Telangana, India

Defined product vision and strategy for an integrated query management platform that addresses 50k queries/month by using AI/ML to resolve FAQs or by assigning query to the right human agent to ensure resolution within SLA of less than 24 hours.
Created product roadmap of enterprise AI chatbot for automating queries for B2C, B2B and employee user segments.
Envisioned a product to send personalized sales leads to 3k+ medical representatives to aid them reach their monthly sales targets.
Developed product plan for an e-Learning platform to increase engagement with 100k+ healthcare professionals in Germany; Curated a 100-hours content strategy, gamified the learning experience and designed UI mock-ups.

AI/MLProduct VisionProduct Road Mappinge-LearningSales StrategyProduct Management

Citicorp services india pvt ltd

Assistant Manager - Software Development Engineer

Jul 2016 – May 2019 · 2 yrs 10 mos · Pune Area, India

Developed trade booking and processing platform for ultra-high net-worth individuals (NW: $25M+) across 2 regions with a daily trading volume of $50M+; Seamlessly navigated across frontend/UI and back-end development to deliver this project
Pioneered global capital markets platform which achieved real-time processing speed of 2.7k events/minute by defining the technology architecture to integrate systems and processes across 10+ asset classes
Singlehandedly conceptualized and developed Trade Exception Dashboard reducing 90% turnaround time in deal rebooking
Founded Finance Fridays, an initiative to raise financial awareness and business knowledge; Collaborated with Business Analysts to expand this initiative from a team of 50 to department of 500+; Awarded Citi-Silver
Winner of 2 Citi-Gold awards for quality work and delivery excellence in critical projects

Software DevelopmentTrade ProcessingSystem IntegrationUI Development