Laivly: GenAI from concept to 70+ enterprise brands
Group Product Manager, Applied GenAI · Aug 2022 – Aug 2025
Context
Laivly builds AI and automation for enterprise contact centers. I joined months before ChatGPT launched, as generative AI was about to redefine the category, and was designing retrieval-augmented generation, hallucination controls, PII-redaction pipelines, and prompt-orchestration tooling in early 2023, when GPT-3.5 was the frontier.
What I built
Invented and launched Sidd Spark (patent pending), a GenAI support product suite: grew from concept to 70+ enterprise brands (including Fortune 500 companies) in 15 months, landing inside every new Laivly deal and doubling revenue within 6 months of launch, deployed inside brands like Instacart, Ulta Beauty, Nordstrom, Michael Kors, and Abercrombie & Fitch.
Operated at the C-suite: pitched, demoed, and sold alongside executive leadership, jumping on customer calls with enterprise buyers and translating the platform into clear value for CEOs, CROs, and COOs.
Built the Spark Scale Engine: cross-functional team, deployment templates, and diagnostic tooling that cut deployment cycles 90% (3 months → under 1 week), unlocking multi-thousand-seat rollouts.
Validated land-and-expand: first combined Spark + Automation rollout at a major retail brand, the joint solution cuts support handle time ~33%.
Led LLM evaluation infrastructure: eval datasets for named-entity recognition, intent prediction, context prediction, and transcription word-error-rate, making open- and closed-source models swappable at equivalent quality, and de-risking every model switch.
Spun up the Real-Time Guidance product line: orchestrated multiple model migrations achieving 90%+ guidance accuracy, then delegated the charter to a PM I hired and coached.
Ran the largest GenAI data-annotation operations in company history, the datasets behind every deployed AI solution, while driving labeling costs toward zero.
Scaled the flagship no-code automation platform to 30+ enterprise accounts and grew a PM bench across five squads with 30-60-90 playbooks and KPI guardrails.
Recognition
Quoted as Group Product Manager in the 2025 Artificial Intelligence Excellence Award announcement (IntouchCX).
Product named Major Contender in Everest Group's Conversational AI PEAK Matrix 2024.
"Mike spearheaded a truly transformative, landmark product for Laivly… fundamentally changing our business trajectory and achieving massive success."