Curriculum Vitae · Apr 2026
Suman Kr Sharma
Available · May 2026Product Manager·AI Systems Builder
Six years turning messy operations into AI-native products. Currently leading Customer Support AI at Mosaic Wellness — a multi-brand chatbot on n8n + LLMs serving 5 brands, pushing automation from 40% to 65% and saving $40K a year.
65%
Automation
Bot rate at Mosaic, up from 40%
$40K
Saved / yr
Eliminated 3rd-party chatbot vendor
6+
Years
Ad-tech · edtech · health-tech
5
Brands
One in-house AI stack
01Experience
Mar 2025
— present
— present
Current
Program Manager — Customer Support AIMosaic Wellness
- Built a multi-brand AI chatbot from scratch for 5 health brands on n8n + LLMs; modular intents & CX workflows.
- Migrated support off WhatsApp into in-app chat; scalable, data-rich CX foundation.
- Automation 40% → 65%; CSAT 57% → 70%+; cost/query −35%; team 45 → 24.
- Eliminated $35–40K/yr vendor cost by self-hosting. Targeting 75–80% automation next.
Apr 2024
— Feb 2025
— Feb 2025
Product Manager — Instream Video & ConsoleAdPushup (Geniee Japan)
- Scaled Instream Video to 150+ sites; ops efficiency +25%; console NPS target 8/10.
- Cut unfilled-ad cost 27% ($4K/yr); AdRecover detection accuracy +30%.
- Shipped Post-Bid, Floor Engine, Flying Carpet & Vanishing Ads — revenue +5–10%.
Mar 2022
— Apr 2024
— Apr 2024
Product OperationsAdPushup
- Project spillovers −30%, feature releases +20% via JIRA automation tied to OKRs.
- Integrated AdPushup + Geniee post-acquisition; launched Product Discovery Board; authored Product Team Playbook & Eng Process Framework.
Apr 2021
— Mar 2022
— Mar 2022
Business OperationsMyClassroom
- Growth & ops for hybrid learning across tier-2/3 cities; CRM rollout drove staff performance +20%.
2017
— 2021
— 2021
EarlierTech Mahindra · Mavourneen (Founder)
- Customer success on JIO Mart process at Tech Mahindra; founded & ran Mavourneen — an e-commerce brand for professional women's power-dressing; raised private investor funding.
02Selected work
01Mosaic AI Support
Multi-brand AI support on n8n + LLMs. Moved off WhatsApp into in-app chat; cut ops 45 → 24 while growing coverage.
65%Auto$40KSaved70%+CSAT
02AdPushup Console & Video
Instream Video to 150+ sites. Console revamp: NPS 6.5 → 8, tickets −30%, $4K/yr recovered.
150+SitesNPS 8Console+25%Ops
03TabTask
New-tab task manager — each new tab becomes today's focused list. Vanilla JS, <50KB, shipped solo over 3 weekends.
03How I work
01
Taxonomy before model.Most AI failures are labeling failures. Start with intents & edge cases — not prompts.
02
Ship in shadow mode.Run new systems silently against real traffic before anyone sees them.
03
Own the boring parts.The LLM is 20%. The other 80% is routing, fallbacks, console UX & operator tooling.
04Toolkit
Product & Program
StrategyAgileRoadmappingOKRsPRDsDiscoveryCross-functional lead
AI & Systems
LLM product designIntent taxonomyn8nNLP routingAgent consolesShadow-mode rolloutsVector KB
Data · Tooling
SQLLookerMixpanelGAA/B testingFigmaNotionJIRAGAM
05Education
BBA, International BusinessAmity University, Noida · 2015–2018