Dialpad

Product Manager II, Mobile – Dialpad

Helping businesses succeed with AI-powered communication tools across mobile and desktop platforms. I bring a mobile-first mindset to product development—advocating for user needs and creating systems that keep teams focused, aligned, and continuously learning from feedback.

 

Problem:

• Dialpad’s mobile app on iOS and Android was outdated, lagging behind modern OS conventions and competing apps in usability, design, and AI capabilities.

• Mobile was not prioritized in the product development process, often playing a secondary role to desktop experiences.

• Dissolution of the research team left a gap in customer insights, requiring alternative approaches to gather feedback and inform strategy.

Gathered Insights:

• Conducted competitive research on industry leaders (e.g., RingCentral, Teams, Genesys, Five9), identifying opportunities to leverage AI for differentiation.

• Engaged enterprise clients such as T-Mobile, Randstad, and Motorola to synthesize feedback on pain points, desired features, and workflows.

• Partnered with sales, account managers, and customers to build a customer-centric approach to mobile improvements.

Solution:

• Redesigned the mobile app’s home screen, aligning it with modern OS conventions while seamlessly integrating AI features like AI Recaps and meeting widgets.

• Implemented AI-driven enhancements, including on-device translation for Wear OS and contextual quote reply on Android, improving accessibility and communication workflows.

• Directed a cross-functional effort to revamp the iOS Contact Center, a top-priority AI initiative, addressing customer pain points and improving user workflows.

Implementation Process:

• Advocated for mobile-first design thinking, influencing stakeholders across AI, desktop, and core teams to prioritize mobile use cases.

• Onboarded a new design team and initiated research operations, independently gathering insights from enterprise clients after the research team was disbanded.

• Managed a weekly release cadence, incorporating QA, canary testing, and iterative rollouts for both iOS and Android.

• Facilitated cross-functional collaboration with engineers, designers, and marketing to coordinate development, testing, and launches.

Handling Challenges:

1. Evangelizing Mobile-First Thinking:

   • Built compelling cases for mobile prioritization, emphasizing customer needs and business value during cross-functional discussions.

2. Redesigning While Navigating Dependencies:

   • Managed the complexities of redesigning the home screen, which interacted with messaging, search, AI, contact center, and profile features.

3. Filling the Research Gap:

   • Partnered with sales and customer success teams to collect user insights, ensuring a continuous feedback loop for product development.

4. Technical Constraints:

   • Developed innovative AI features like on-device translation to bypass reliance on cloud-based LLMs, optimizing performance on Android devices.

Results:

• Boosted NPS by 15% with mobile updates that addressed key customer pain points.

• Enhanced operational efficiency for a 30+ member engineering team, delivering timely updates for an app with 400K+ downloads.

• Won two Hackathon awards for “Best Use of AI” and “Most Polished Hack,” with projects subsequently released to users.