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From our founders’ experience · B2B SaaS

AI-powered product information platform, from blank page to scale

A founding product role on a B2B product information management (PIM) platform for distributors and manufacturers, taking it from a blank page to a platform with AI agents in daily use.

Sector	B2B SaaS · distribution and manufacturing
Role	Founding product manager
Service	Product management, AI adoption
Scale	~30 million item catalog

The challenge

Distributors and manufacturers managed millions of SKUs across spreadsheets, supplier feeds and legacy systems. Product data was incomplete, inconsistent and slow to publish, and every new supplier catalog meant weeks of manual matching, cleanup and image work.

What we did

• Product foundation: co-designed the database architecture and data flow with engineering from day one, so the platform could scale to a ~30 million item catalog.
• Strategy and roadmap: built a competitive analysis against six competitors and a 12-quarter roadmap that shaped investment priorities.
• AI agents: drove a suite of AI agents for item matching and onboarding, product grouping, content generation and image optimisation, and partnered with sales on pilot-to-paid conversion.
• Monetisation: designed a tiered preview so customers could try premium AI and catalog features, creating a new upsell path.
• Stability: led a database performance initiative with engineering and external consultants, resolving issues across eight categories.
• Customer voice: ran recurring user group sessions and turned idea-portal requests into prioritised releases.
• Enterprise onboarding: spent a year on-site with one of the largest clients, leading data loads, migration and API integrations.

Results

• Supplier catalog onboarding cut from weeks to days, roughly 70% faster
• Page and refresh performance improved by about 40%
• AI agents adopted by customers in place of manual catalog processes
• One week of manual work now done in one day for AI-supported tasks

Skills: 0-to-1 product building, AI product adoption, competitive strategy, monetisation design, data architecture, enterprise onboarding.

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From our founders’ experience · B2B SaaS

Unified search platform: one search engine across four products

Led the strategy and delivery of a standalone search platform that now powers product discovery across four products, replacing a dependency on a third-party search vendor.

Sector	B2B SaaS · eCommerce and product data
Scope	Four products, one search platform
Service	Product management, platform strategy
Scale	~30 million items

The challenge

Each product handled search differently, and customer-facing search leaned on an external vendor. Results lacked unit-of-measure matching and replacement-item logic, and personalisation was limited. B2B buyers searching by part number, spec or equivalent item often hit dead ends.

What we did

• Vision: positioned search as a shared platform capability rather than a per-product feature, aiming for best-in-class B2B search rather than a copy of the incumbent vendor.
• Discovery: ran gap analysis sessions with engineering and product peers, confirming gaps in unit-of-measure conversion and personalisation.
• Requirements: wrote unified requirements for all four products, tracked across three JIRA projects.
• Prioritisation: structured scope into P0–P3 tiers and three delivery phases through cross-team working sessions.
• Data architecture: connected search to a new data lake so enriched product data feeds indexing directly, without load on the production database.
• Rollout: coordinated a phased release across the four products with engineering, QA and customer success.

Results

• One search platform shared by four products, cutting duplicate engineering effort by about 30%
• Zero-result searches down 40% through synonym, part number and equivalent-item matching
• Top-3 click-through up 25%
• Median search latency of ~42 ms at ~30 million items
• Reduced reliance on third-party search licensing

Skills: Platform strategy, cross-product requirements, build vs buy decisions, phased prioritisation, data architecture.

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Client engagement · Manufacturing · USA

Service desk for a 40-agent support team at a power transformer manufacturer

Implemented and administered JIRA Service Management for a 40-agent support team at a large US manufacturer of custom power transformers.

Client	Power transformer manufacturer
Location	USA
Team	40 support agents
Service	Project management, JIRA Service Management

The challenge

Support requests arrived through email and phone with no single queue, no SLAs and no clear ownership. Managers could not see backlog, response times or recurring issues, and tickets regularly slipped through.

What we did

• Service desk setup: configured projects, request types, a customer portal and intake forms so every request entered one tracked queue.
• Workflows: designed workflows for incidents, service requests and escalations, with clear handoffs between tiers.
• SLAs and automation: set SLA targets by priority and built rules for auto-assignment, escalation alerts and customer updates.
• Knowledge base: linked Confluence articles to the portal so customers could self-serve on common issues.
• Reporting: built dashboards for queue health, SLA compliance and agent workload.
• Enablement: trained agents and admins, and documented the setup for ongoing ownership.

Results

• 100% of support requests routed through one tracked queue
• First response time cut by about 50%
• SLA compliance raised to 90%+
• Repeat tickets down about 20% through knowledge base deflection

“Hitesh showed great composure, experience, and thinking while handling the project. His detail-oriented view helps him to come up with optimized solutions.”

★★★★★ Mayank P. · Verified on Upwork ↗︎

Skills: JIRA/JSM administration, workflow design, SLA and automation setup, reporting, change management.

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From our founders’ experience · Enterprise software

Global events platform: from registration to live broadcast

As the client’s single point of contact, delivered an end-to-end events platform for a global enterprise software company, covering registration, agendas, attendee management, live broadcasts and analytics.

Client	Global enterprise software company
Platform	Adobe CQ5 (AEM)
Service	Business analysis, delivery management
Modules	Registration, agenda, attendee portal, live broadcast, analytics

The challenge

The company ran global events with separate tools for registration, scheduling, attendee communication and session streaming. Event teams rebuilt microsites for every event, and leadership had little visibility into attendance and engagement.

What we did

• Requirements: authored BRDs, functional specs, use cases and wireframes for five core modules.
• Stakeholder management: acted as the single point of contact for elicitation and delivery, including on-site workshops in Barcelona.
• Reusable microsites: managed CQ5 microsite builds end to end, including content, digital assets, permissions and publishing, so teams could launch new sites from templates.
• Quality: designed test cases, led QA cycles before each release and supported a 24×5 helpdesk on JIRA.

Results

• Supported ~15+ events and ~20,000+ registered attendees
• New event microsite launch time cut from ~4 weeks to under ~1 week using templates
• Live broadcasts extended session reach, with ~35% of total viewership online
• Real-time analytics gave event owners attendance and engagement data per session

Figures marked ~ are approximate.

Skills: Enterprise requirements, global client management, CMS platforms, QA leadership, on-site workshops.

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From our founders’ experience · Tyre distribution

Custom ERP for a tyre distributor: five modules, one system

Led requirements and delivery for a custom ERP that brought a tyre distributor’s inventory, accounts, sales, purchasing and dealer management into one system, with barcode tracking across the warehouse.

Client	Tyre distributor
Modules	Inventory, accounts, sales, purchase, dealers
Service	Business analysis, Agile delivery
Users	50+ staff, 100+ dealers

The challenge

A growing tyre distribution business ran stock, billing, purchasing and its dealer network on disconnected spreadsheets and accounting software. Stock counts were unreliable, dealer orders were tracked by phone, and reconciling accounts took days each month.

What we did

• Requirements: ran requirements analysis and wireframing with business owners for all five modules.
• Barcode rollout: delivered barcode tracking so every tyre could be followed from receipt to dispatch.
• Dealer management: scoped dealer onboarding, credit limits, order tracking and dealer-level reporting.
• Agile delivery: managed sprint planning, backlog prioritisation and defect logging in JIRA, with daily standups and client scrum calls.
• Go-live and adoption: supported implementation, production issues and end-user training through rollout.

Results

• Five business functions unified into one ERP
• Inventory accuracy improved to 98%+ with barcode tracking
• Month-end reconciliation cut from about 5 days to 1 day
• 100+ dealers managed in-system, replacing phone and spreadsheet tracking
• 50+ staff trained across warehouse, sales and accounts

Skills: ERP implementation, process mapping, barcode and inventory systems, Agile delivery, user training.

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Client engagement · 15 months

BA and delivery for a large API platform

Client	API platform project
Duration	15 months
Service	Business analysis, delivery management
Result	Headless APIs reused across platforms

The challenge

A large API platform had to ship while requirements were still changing.

What we did

• Ran business analysis: requirements and acceptance criteria
• Led API testing
• Coordinated releases across the team

Results

Headless APIs reused across platforms, built once instead of per front end.