ranjita deka
@ranjitadeka
Senior Product Manager delivering AI-powered SaaS and enterprise ITSM platforms that improve CX and operational efficiency.
IndiaWhat I'm looking for
I’m a data-driven Senior Product Manager with 10+ years leading product strategy and execution for AI-driven enterprise service management platforms, including SaaS growth across CCaaS, ITSM, and CRM ecosystems. I’ve helped modernize ITSM with AI-powered capabilities like Voice AI, Conversational AI/Virtual Agents, Workforce Management, and workflow automation—always with KPI-driven outcomes.
Across global B2B environments, I own end-to-end product vision and roadmaps, partner deeply with engineering and data science, and lead cross-functional delivery to build scalable omnichannel CX platforms. Highlights include transforming a ServiceNow-based contact center into an AI-first service platform, reducing ticket volume by 50%, and driving measurable cost optimization (e.g., $100K/month OPEX reduction and $5M/year savings).
Experience
Work history, roles, and key accomplishments
Senior Product Manager
7-Eleven Global Solution Center
Jan 2025 - Jan 2026 (1 year)
Owned end-to-end product vision and roadmap for a store support and omnichannel contact center platform, integrating ServiceNow with CCaaS and ERP/IoT services. Led an AI-first transformation with GenAI self-service and voice AI, and defined workforce optimization capabilities and data-driven KPIs (e.g., MTTR, SLA breaches, cost per contact).
Senior Product Manager
GlaxoSmithKline (GSK)
Jan 2021 - Jan 2025 (4 years)
Defined cloud storage and backup service management strategy integrated with ServiceNow ITSM and led AIOps to enable autonomous infrastructure management, self-healing, security compliance, and cost optimization. Reduced ticket volume by 50% via ServiceNow workflow and catalog migrations, launched Rubrik self-service tiered backup achieving $100K/month savings, and delivered $5M/year savings throu
Product Manager (Business IT)
Canon Europe
Jan 2015 - Jan 2021 (6 years)
Led rollout of IVR and CTI across Europe and implemented skill-based workforce optimization by integrating Siebel CRM with Oracle Real-Time Scheduler. Designed an automated consumable order management solution that reduced shipping costs by 40% and migrated Siebel CRM to ServiceNow CSM/ITSM while coordinating integrations across WebCenter, Pega, Oracle EBS, CPQ, and MDM.
Education
Degrees, certifications, and relevant coursework
Generative AI Leaders, Generative AI
In progress: Generative AI Leaders program with Google.
Microsoft
AI-900, Artificial Intelligence
In progress: AI-900 certification course with Microsoft.
Assam Engineering College
Bachelor of Engineering, Instrumentation Engineering
2000 - 2004
Earned a B.E. in Instrumentation from Assam Engineering College from 2000 to 2004.
Professional Scrum Product Owner (PSPO I)
PSPO I, Agile / Scrum
Holds the Professional Scrum Product Owner (PSPO I) certification.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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