The product manager who reads the architecture doc and the support tickets.

I am Ashutosh Nagaria, a product manager based in Hyderabad, India. My work sits in an unusual place: enterprise software, used by more than a million employees, that increasingly depends on AI to be useful rather than to be impressive.

Most recently I was Product Manager for Unified Employee Experiences at ServiceNow. I owned Employee Works from concept through general availability, shipping it in six months and taking it from an idea to ten enterprise pilots and over a million end users. Alongside that I owned the notification platform behind hundreds of millions of monthly sends, a feedback product that reached roughly sixty percent employee adoption, and a rebuild of My Requests that collapsed almost a hundred recurring case tasks a year down to about ten.

The work I am proudest of is the People Finder AI Agent. The interesting decision was not "should we use AI", it was which kind. I argued against vector search over documents and for a knowledge graph over the org, because the question "who here knows about this" is a relationship question, not a similarity question. Getting that call right is most of the value a product manager adds on an AI project.

I did not start in product. I spent two years as an Agile QA Engineer at TCS Digitate, where I learned to be sceptical of anything described as working. Then I went to business school at IMT Ghaziabad, and into product management from there.