Apoorva Gudla

I’m a strategic product leader with 9+ years driving growth, efficiency, and customer experience in high-scale marketplace environments. I focus on AI systems, trust and safety, CX platforms, and regulatory & compliance systems—built from first principles with measurable outcomes. I’ve consistently influenced senior leadership and led cross-functional execution across Product, Engineering, Operations, Finance, Legal, and Risk.

At Eventbrite, I authored multi-year support automation strategy from 372K+ contacts and 250+ SOPs, and built an AI chatbot that scaled from 5% to 100% rollout. I transformed moderation into a policy-backed enforcement engine with human-in-the-loop review, encoding 50+ policies into objective rails and achieving near real-time actioning with 100% DSA/OSA compliance. I also designed tiered support platform models (Gold/Silver/Platinum/Bronze/Free) and shipped audit-complete tooling, while closing material SOX exposure by mapping 11+ ungoverned refund paths.

Previously at Amazon, I launched a predictive CX platform that surfaced resolution cards before customers needed to contact support, driving ~292K contact deflection and ~70% resolution time reduction. Before that, I built B2B sales operations analytics levers that improved forecast accuracy and reduced business review effort by 67% and workforce optimization by 45%, while accelerating leader engagement 5x. I bring a builder’s mindset—strong product definition, rigorous experimentation, and disciplined governance—along with an org-building approach that includes PM hiring, mentoring, and community frameworks.