Abdul Mahmood

About Abdul Mahmood

I lead enterprise conversational and generative AI initiatives focused on transforming how large organizations deliver customer experiences at scale.At Verizon, I drive the strategy and evolution of AI-powered customer engagement across chatbot, voice, search, messaging, and agent-assist systems. My work sits at the intersection of technology, product strategy, and customer experience. I focus on designing platforms that reduce friction, improve containment, and deliver measurable outcomes for millions of customers.Over the course of my career, I’ve built systems people rely on in moments that matter. From digital health platforms at WebMD, to connected device ecosystems at Samsung, to enterprise AI systems supporting national-scale customer operations.I’m increasingly interested in how large language models and intelligent automation are reshaping how companies design and operate customer experience systems. I’m particularly focused on how AI can augment human decision-making while maintaining trust, transparency, and accountability at scale.Beyond building systems, I’m passionate about mentoring teams and developing the next generation of leaders. I’ve led large onshore and offshore teams and previously taught continuing education programs focused on digital product development and emerging technology.

Experience

1. Senior Manager Product Management Conversational Ai & Emerging Tech

   Verizon

   Jan 2016 — Present · New York, NY, US

   I present strong leadership attributes and direct 15+ Product Managers and Data Scientists. I effectively manage and resolve migration challenges, and conduct risk assessments. I am responsible for generating information architecture specifications, user experience, user stories, flows, and wireframes. I successfully onboard and implement innovative technology solutions.Selected Accomplishments:• Produced an average handling time (AHT) reduction of 50% year over year, leading to 268K agent hours saved in 2020.• Attained a 7-point net promoter score improvement year-over-year, with a chatbot containment rate of 60%.• Exhibited robust management traits and managed strategy and design for consumer market conversational experiences, comprising more than 200M customers.• Enabled self-service tools, including chatbots, virtual agents, and interactive voice response intercepts through digital omnichannel media strategy.• Leveraged artificial intelligence and machine learning to support customer service, resulting in Contact Center AI Google partnership.

Education

• St. John's University

  Bachelor of Science (B.S.), Computer Science

Skills

• Product Management
• Project Management
• Integration
• Cross-Functional Team Leadership
• Quality Assurance
• Agile Project Management
• Agile Methodologies
• Business Requirements
• Software Project Management
• Analysis
• Sdlc
• Product Requirements
• Mobile Devices
• Product Lifecycle Management
• Vendor Management
• User Experience
• Information Architecture
• Training
• Cms
• Wireframes
• Mobile Technology
• Mobile Applications
• User Stories
• Web Project Management
• Requirements Analysis
• Omniture
• Rally
• Visio
• Web Analytics
• Scrum
• Ms Project
• User Acceptance Testing
• Crm
• Business Analysis
• Microsoft Office
• User Interface Design
• Content Management
• Troubleshooting
• 21 Cfr Part 11
• Computer System Validation