Open to opportunities

Disha De

@dishade

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SaaS Product Manager focused on AI-driven customer experience, CRM workflow automation, and roadmap delivery.

India

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What I'm looking for

I’m looking for a SaaS Product Manager role where I can own roadmaps and deliver user-centric features—especially for AI-driven customer experience and CRM workflow automation—partnering closely with engineering and support to improve adoption, engagement, and operational efficiency.

I’m a product-focused SaaS and CRM professional with 8+ years of experience building and scaling customer experience and operational improvements through AI-driven automation. I’ve owned end-to-end delivery of customer-facing implementations, defined scope and dependencies, and converted customer needs into user stories, requirements, and acceptance criteria.

In my recent role, I launched campaign management modules across channels and led CRM enhancements, including workflow automation, reporting improvements, and AI-driven support initiatives like ticket classification & routing, sentiment analysis of customer emails, and automated ticket summaries. I validate AI outputs through testing and feedback loops, improve accuracy and reliability, and simplify complex workflows into intuitive experiences—while also driving adoption, engagement, and SLA performance.

Experience

Work history, roles, and key accomplishments

Senior Business Analyst

Nyalazone Solutions Pvt. Ltd.

Jul 2023 - Dec 2025 (2 years 5 months)

Owned end-to-end delivery of customer-facing SaaS implementations, defining requirements and acceptance criteria and coordinating cross-functional execution. Launched campaign management modules and led AI-driven support automation (ticket classification, sentiment analysis, and automated summaries) to improve operational efficiency and adoption.

Agile Scrum User Stories Acceptance Criteria Campaign Management Sentiment Analysis Ticket Summarization KPI Tracking UAT Feedback Validation

Business Analyst

Nyalazone Solutions Pvt. Ltd.

May 2021 - Jul 2023 (2 years 2 months)

Delivered CRM product enhancements for a 500-seat operation and integrated SAP plus omnichannel messaging (WhatsApp and social) into a unified SaaS platform. Improved SLA performance from 60–70% to 95–100% by building dashboards/KPIs and supporting workflow and system enhancements for campaign-driven engagement.

SAP Integration WhatsApp Integration SLA KPIs Sprint Planning Campaign Workflow Enablement

Associate Business Analyst

Nyalazone Solutions Pvt. Ltd.

Sep 2018 - Apr 2021 (2 years 7 months)

Contributed to the product lifecycle for a digital health platform by defining features and user flows and supporting UAT testing. Drove product adoption through training and user enablement.

Product lifecycle User Flows UAT Testing User Training Requirements Gathering