Harish Kumar

About Harish Kumar

Staff Product Manager with 8+ years of experience building and scaling B2B & B2C SaaS products, with a strong focus on applied AI and LLM-powered systems across mobile, web, and platform ecosystems.Currently at GoTo (formerly LogMeIn), I lead AI-driven product initiatives and multi-quarter roadmaps for large-scale SaaS platforms used globally. My recent work includes building and operationalizing a RAG-based LLM support automation system - designing structured AI evaluation frameworks (benchmark datasets, LLM-as-a-Judge scoring, hallucination tracking, confidence calibration) and production guardrails to ensure accuracy, safety, and measurable business impact.I partner closely with Director and VP-level stakeholders to translate AI capabilities into scalable product outcomes across cost optimization, ARR growth, retention, and customer experience.What I Do Best• AI Product Development – LLM systems, RAG architectures, evaluation frameworks, guardrail design• Product Strategy & Roadmapping for complex, multi-product SaaS portfolios• AI-first experimentation (A/B testing, shadow-mode deployments, precision vs recall tradeoffs)• Mobile & platform product leadership (performance, reliability, engagement)• Data-informed decision making using SQL, Mixpanel, Tableau, QualtricsImpact Highlights• Drove 60% automation across Tier-1 support categories, delivering ~$1M+ annualized cost savings• Improved LLM response accuracy from 71% → 89% while maintaining <3% hallucination in production• Contributed to $5M ARR growth and $100M+ retention goals through cross-product strategy• Increased mobile Customer Effort Score to 6.3 / 7• Delivered 60% faster mobile join performance through infra + product optimizationI’m particularly interested in applied AI systems that balance innovation with reliability - where evaluation rigor, guardrails, and business impact matter as much as model capability. Gurgaon, India | Open to global AI & SaaS leadership opportunities

Experience

1. Staff Product Manager (Ai)

   GoTo

   Sep 2023 — Present

   Own product vision and multi-quarter roadmap for GoTo’s Everything App, aligning engineering, design, marketing, and GTM teams to deliver a unified cross-platform strategy across desktop, web, and mobile Presented product strategy, articulating trade-offs and influencing leadership decisions in monthly executive syncs Led cross functional teams to design and launch RAG-based LLM support chatbot, reducing Tier-1 support tickets by 60% and delivering ~$1.2M in annualized support cost savings Built end-to-end AI eval and guardrail framework (benchmark dataset, LLM-as-a-Judge, hallucination audits, confidence calibration), improving accuracy 71% → 89% and maintaining <3% hallucination in production Partnered with Engineering to optimize prompts and retrieval chunking, improving grounded responses by 10% Led cross-sell initiatives across product lines, expanding customer adoption and contributing to $5M ARR growth and $100M in retention goals through collaboration with multiple product teams Championed data-driven decision making by implementing advanced analytics dashboards, enabling real-time visibility into product performance and customer behavior, which improved prioritization accuracy Mentored and up-leveled two product owners, improving roadmap quality and execution predictability

Education

• Indian Institute of Technology, Madras

  Dual Degree

  2012 — 2017

Skills

• Teamwork
• C++
• C
• Product Development
• Microsoft Powerpoint
• Microsoft Word
• Jira
• Management
• Public Speaking
• Matlab
• Product Design
• Agile
• Vertica
• Social Entrepreneurship
• Microsoft Office
• Marketing Strategy
• Photoshop
• Powerpoint
• Microsoft Excel
• Entrepreneurship