Shanmuga Durai

About Shanmuga Durai

Building systems that actually work, scale, and don’t fall apart under pressureI enjoy working at the intersection of product, systems, and execution. Most of my work has been about taking messy, manual, human dependent processes and turning them into reliable systems that teams can trust and scale with.Over the years, I’ve built and scaled businesses from zero, managed high-stakes operations, and worked closely with founders and leadership teams to solve real problems. I’m comfortable moving between product thinking, technical workflows, and on-ground execution.At GobbleCube, I currently lead AI driven workflow and systems design across customer support, GTM, onboarding, and customer success. I’ve built AI powered support and RCA systems that significantly reduced response times while keeping escalation safe and accurate. I also designed event driven GTM and onboarding workflows that automate handoffs between sales, activation, and CSM teams using tools like n8n, removing manual follow ups and making execution predictable.A big part of my work is around customer intelligence. I built dynamic customer health and feedback systems by combining product usage, support data, payments, and sentiment analysis. Customer calls and WhatsApp conversations are automatically converted into actionable tasks so that no feedback is missed and teams can act proactively instead of reactively.Before this, I co-founded Provido, a facility management startup in Abu Dhabi, and scaled it to over ₹4Cr in revenue within a year. I also built Service Pluz, an on-demand home services startup in India, growing it at 30% month-on-month. Earlier in my career, I managed a Nestlé distribution agency handling 700+ retailers and 200+ SKUs, which gave me a strong foundation in operations and ground-level execution.I’ve also worked in product and analytics roles at Classplus and Cognizant, where I focused on automation, data systems, and operational efficiency. These experiences shaped how I think about building products that are practical, scalable, and tied to real business outcomes.Outside work, I love exploring new places and challenges. I’ve travelled across 80+ cities in India in a year, completed 30+ treks including Mardi Himal, and I’m always curious about what’s next.I’m currently looking to grow further in senior AI product or systems roles, where I can build intelligent workflows, design scalable systems, and work closely with teams to ship things that truly matter.Let’s connect if you’re building something ambitious.

Experience

1. Ai Product Manager

   GobbleCube

   Aug 2025 — Present · Gurugram, IN

   I lead AI-driven workflow and systems design across customer support, GTM, and customer success, focusing on reliability, visibility, and execution at scale. I built AI-powered support and RCA systems that reduced response times and enabled high self-serve resolution, while ensuring safe escalation for complex cases.I designed and owned end-to-end GTM and onboarding orchestration, automating handoffs between sales, activation, and CSM teams using event-driven workflows built on n8n, eliminating manual follow-ups and improving deal-to-go-live reliability.I also built dynamic customer health and feedback intelligence systems by combining product usage, support signals, payments, and sentiment analysis. Customer conversations from calls and WhatsApp are automatically converted into actionable tasks, ensuring no feedback is lost and enabling proactive retention and better CSAT.Overall, my work sits at the intersection of AI, product, and systems engineering- building scalable, agentic workflows that turn signals into action and make execution predictable.

Education

• SRM IST Chennai

  Bachelor of Engineering - BE

• Mesa School of Business

  PGP Startup Leadership