Sohini Lala
Senior Product Manager | AI & ML Product Strategy | Customer Experience | Data-Driven Product Leadership | Cross-Functional Execution
- Role
- Senior Product Manager at Microsoft
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Sohini Lala
Product leader with 10+ years of experience driving AI-powered solutions, customer experience transformations, and global product strategies. Currently leading AI solutioning and data-driven product innovation at Microsoft, leveraging platforms like Agentic AI, Azure OpenAI, LangChain, Transformer Models, Synapse & Databricks.Expertise in building executive-facing dashboards, proactive telemetry frameworks, ETL pipelines, and leading cross-functional teams across engineering, data science, and support. Passionate about translating complex data into simple, actionable insights that improve customer satisfaction, optimize operations, and enable scalable business growth.
Experience
Senior Product Manager
Feb 2025 — Present · Bengaluru, IN
Led deployment of a solution which unifies data assets like telemetry, support, licensing, and engagement of Security products for leadership. Designed Agentic AI-powered persona-based reporting, enabling automated insights generation for business leaders.2. Overseen Customer Feedback program a strategic initiative designed to improve Microsoft Security (MSEC) products by enhancing supportability and reducing support ticket volume. It does this by identifying clustering top issue drivers Self Help Success (SHS) and leveraging AI to extract actionable insights from customer feedback across multiple channels—all while adhering to Microsoft’s security and compliance policies.3. Partnered with engineering, data, and support teams to drive alignment across all Security products as part of CxE empowerment. Developed KPI frameworks, proactive telemetry pipelines, and data validation checks to ensure reporting accuracy and operational excellence.4. Led Weekly Support Review program as Data PM, which is consumed by Security’s EVP, improving visibility into support coverage and driving customer success. This program aims to assess and improve customer support quality, operational efficiency, and engineering alignment. It brings together stakeholders from engineering, support, and leadership to review escalations, service health, and retrospective learnings.5. Owned automated case assessments across CxE. We were able to achieve a scalable, robust solution that could handle high volumes without throttling, integrating data from multiple sources. We were able to deliver instant support summaries, root cause analyses, recommendations, and potential advisory classifications at the click of a button—reducing manual effort from up to 2 hours per case to near-instant results, increasing efficiency by over 50%. A active participant in the CxE–IDC Women Council, IDC PM Mentorship Program and IDC Diversity and Inclusion Council, contributing wherever possible.
Education
B.P. Poddar Institute Of Management and Technology
Bachelor of Technology - BTech, Electrical, Electronics and Communications Engineering
2011 — 2015
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