Ashish Shetty
Senior Product Manager @lululemon
Signup · Get unlimited contacts
WORK HISTORY
Senior Product Manager @lululemon
Vancouver, BC, CA
Senior leader responsible for strategy, roadmap, and delivery of lululemon’s global guest support entry points, spanning chatbot, live chat, telephony, Help Centre, and emerging GenAI capabilities.• Own the ‘Upper Funnel’ guest support strategy across chatbot, phones, Help Centre and Email channels.• Led end-to-end CCaaS RFP and vendor selection, defining conversational IVR and AI voicebot capabilities as foundational components of lululemon’s future-state CX architecture.• Iteratively improved the live chat sales experience, generating +400% YoY in incremental revenue• Implemented dynamic \"Contact Us\" form replacing static email links, improving First-Time-Right routing• Defined and led the strategic roadmap for a future-state ‘North Star’ vision incorporating generative AI across customer support channels.• Designed conversational AI delivery patterns and governance models intended for reuse across future deployments and vendors.• Led cross-functional delivery teams spanning engineering, data science, UX, communications, and operations.• Mentored analysts and PMs on conversational AI best practices and analytics-driven decision making.• Act as a trusted internal advisor to the Executive Leadership Team on AI strategy, ROI, and risk -securing buy-in for a multi-year AI roadmap and commercial models supporting multimillion dollar investments in technology.
EDUCATION
Anna University Chennai
Bachelor's Degree, Bachelor of Engineering - Computer Science
Great Lakes Institute of Management
Postgraduate Program in Management (PGPM), Marketing
SKILLS
ABOUT ASHISH SHETTY
I’m a conversational-AI product leader who’s been building automation since 2018—long before the current AI gold rush— and I turn complex customer journeys into self-serve wins.At Lululemon I more than doubled chatbot containment and unlocked millions in recurring savings, while adding millions more via live-chat revenue. I’ve run RFPs, piloted LLMs, and designed KPI frameworks that keep teams honest.Tech: Salesforce Einstein & Agentforce · Dialogflow · Five9 and many more.When I’m not shipping CX, I’m on guitar and music production duties, with four albums and six singles released. Let’s connect on scaling Gen-AI support.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.