Payal Swami

Prism AI - Predictive Operational Intelligence Platform.

• Lead Product Manager for a comprehensive AI platform delivering predictive insights across building operations, resource allocation, tenant satisfaction, and risk mitigation.
• Designed product features enabling property teams to make faster, data-driven decisions on vendor management, capital investments, and operational priorities.
• Integrated multiple data sources to create a unified operational intelligence dashboard with predictive analytics capabilities.
• Partnered with the Building Engines engineering team to deploy machine learning models for operational forecasting.

JLL Property Assistant (GenAI Product Launch - May 2024)

• Lead Product Manager for JLL's first GenAI product, designed for commercial real estate property teams.
• Launched an innovative AI assistant, enabling property managers to access insights, generate reports, and make data-driven decisions through a natural language interface.
• Collaborated with AI/ML engineers to fine-tune large language models for commercial real estate domain expertise.
• Established success metrics and KPIs, tracking adoption, user engagement, and productivity gains.

Customer Interaction Experience Platform (Coral)

• Led end-to-end product development of a unified agent interface integrating Genesis, Twilio, and Amazon Connect, eliminating fragmented CTI platforms for over 2,000 customer service agents.
• Achieved a 20% increase in agent productivity and user engagement through streamlined workflows and intuitive interface design.
• Reduced platform operational costs by 15% ($2M+ annually) by migrating to the Amazon Connect cloud solution.
• Partnered with Engineering, Sales, and Marketing teams to deliver on-time product rollout across eight contact centers.
• Defined the product vision, roadmap, and success metrics aligned with the enterprise customer experience strategy.

Workforce Management Reporting & Analytics

• Designed and launched a multi-tiered analytics platform, delivering real-time insights on call trends, agent performance, and customer sentiment to over 500 supervisors and managers.
• Enabled data-driven staffing optimization and performance coaching, contributing to a 12% improvement in customer satisfaction scores.
• Built customizable dashboards, integrating data from multiple sources, reducing reporting time by 60%.
• Created a KPI framework for contact center operations, establishing baseline metrics for continuous improvement.

Digital Donor Platform Transformation

• Spearheaded a digital transformation initiative for a charitable giving platform, driving a 20% increase in donor engagement and retention.
• Redesigned the donor account management interface with a focus on user experience, reducing task completion time by 35%.
• Facilitated integration with 3,300+ independent advisory firms, expanding platform reach, and donor acquisition
• Collaborated with the Compliance and Legal teams to ensure the platform met regulatory requirements for charitable contributions.
• Conducted user research and usability testing with donors and advisors to inform product iterations.

Seat Reaccommodation Engine (Microservices Platform)

• Owned the product strategy and roadmap for the cloud-native seat reaccommodation microservice deployed on AWS for American Airlines.
• Delivered measurable operational improvements: a 40% reduction in passenger standby time, a 60% increase in boarding efficiency, and an 80% decrease in rebooking complaints.
• Generated over $3 million in cost savings through improved operational efficiency and reduced manual intervention.
• Led a cross-functional team of 12 engineers and designers through the full SDLC, using Agile/Scrum methodology.
• Defined API specifications and integration requirements for legacy system migration.

• An architected and developed microservices for passenger data management using cloud-native technologies (Kafka, AWS).
• Built an event-driven Check-in Data Manager (CDM) processing real-time passenger data for multiple airline carriers.
• Delivered the Passenger Search microservice, enabling efficient passenger retrieval across multiple parameters.
• Contributed to the AVIF system for automated caterer invoice validation using flight statistics data.

• Performed quality assurance and product validation for retail management systems.
• Collaborated with development teams to identify and resolve product defects, improving release quality by 25%.