Aleena Khilji

I’m a Product Manager with 3+ years of experience driving strategy, roadmap execution, go-to-market strategy, and end-to-end product delivery in complex, matrixed environments. I operationalize business goals into clear product priorities and own the full lifecycle from discovery and prioritization through launch, adoption, and post-launch iteration.

I champion the voice of the customer by synthesizing merchant and partner feedback, usage analytics, and competitive insights to shape product decisions and eliminate friction. In my current role, I led enterprise CRM, ServiceNow ITSM, and AI agent roadmap delivery for 70,000+ users, defining requirements and phased milestones across sales, service, and enablement.

I focus on measurable impact: I delivered a 64% reduction in ticket resolution time by redesigning the user support workflow and powering an AI-enabled support agent as the primary help interface. I also streamlined enterprise efficiency by 76% and drove 51% growth in platform monthly average users, increasing user adoption by 21.6% through enhancements and structured change management.

Before this, as an Area Sales Manager, I developed go-to-market strategy across 300+ merchant and channel partners, growing overall sales by 16% and conversions by 12%. I’m energised by cross-functional leadership—leading 15+ team members to align priorities, manage dependencies, and translate KPI frameworks, OKRs, and forecasting models into outcomes.