Product Manager — Order to Cash & Commerce Systems

I build the layer that keeps orders, inventory, and billing telling the same story.

Product manager with a background in B2B commerce-tech, owning the full post-order stack — order management, marketplace sync, billing, and reconciliation — for enterprise retail and ecommerce clients.

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Order Management Inventory & Demand Forecasting Billing & Reconciliation AI / ML Products Workflow Automation

About

Six years on the same problem, from a few different seats.

I work at Xorosoft, a cloud ERP platform built for retail, ecommerce, and wholesale businesses. My job is the unglamorous middle of commerce: making sure an order placed on a storefront shows up correctly in the warehouse, the invoice, and the books — without someone reconciling it by hand at month-end.

I've done this from the support desk, from customer success, and now as the product owner writing the requirements. That path means I rarely design for a workflow I haven't personally had to untangle for a client on a call.

Selected Work

Problems solved in the post-order stack.

ENTRY 01 — PLATFORM CAPABILITY

A first-time B2B sync layer for Shopify

Live

Our Shopify integration only ever handled B2C order flow. B2B purchasing — company accounts, payment-terms-driven invoicing, credit memos — had no path into the ERP, so returns and accounting kept breaking wherever it came up.

Validation

Triangulated support tickets, direct client interviews, and sales conversations to confirm this was a recurring, systemic gap across our client base — not an isolated ask.

My Role

Built the business case for engineering to treat it as a core capability, owned requirements end to end, and worked with engineering leadership and sales through delivery.

Outcome

Shipped as a configurable platform feature. Adoption picked up quickly across our Shopify Plus client base within the first quarter post-launch.

ENTRY 02 — AI / ML PRODUCT

AI-powered inventory & demand forecasting

Live

Clients were forecasting demand in spreadsheets — manually, weekly, and after the fact — which meant overstock on slow movers and stockouts on the products that actually sold. The gap between what the spreadsheet said and what the warehouse needed kept widening.

My Role

Owned requirements end to end and partnered directly with data science and engineering to shape the model inputs around real client ordering patterns, not just historical averages.

Rollout

Launched a closed beta with a small group of clients first, used their feedback to refine accuracy and the recommendation workflow, then rolled out more broadly.

Outcome

Adoption was fast once live. Clients using it cut 5–6 hours a week of manual spreadsheet forecasting, with materially more reliable stock recommendations than the manual process it replaced.

ENTRY 03 — PLATFORM CAPABILITY

Workflow Automation Engine

Shipped

Clients ran the same operational rules by hand, over and over: someone moving data between systems, chasing a sign-off, or sending a status update manually. None of it needed a human judgment call — it needed a rule and a trigger.

What It Automates

Inventory replenishment, purchase order approvals, order routing, customer notifications, warehouse task creation, and financial approvals — each running on predefined business rules instead of manual handling.

My Role

Owned requirements and prioritization across the automation types, working with engineering to design rules that were flexible enough for different client operations without becoming unmanageable to configure.

Outcome

Replaced manual, repetitive steps across six operational workflows with rule-based automation, freeing client teams to handle exceptions instead of routine tasks.

ENTRY 04 — AI / ML PRODUCT

Xoro Help Bot

Beta

Most client support tickets were answers we'd already given before — the same questions, asked by a different client, on a different day. Clients had no way to self-serve those answers, so every question became a ticket in the queue.

My Role

Owned the product end to end — client-facing scope, support-team integration, and training the underlying model — working closely with the data team on what it should answer and how.

How It Works

Client-facing and embedded in the support workflow, it answers common questions directly before a client needs to open a ticket at all.

Outcome

Cut ticket volume by resolving common questions at the point of need, ahead of a support queue, rather than after one formed.

ENTRY 05 — CORE OWNERSHIP

Order-to-cash, day to day

Ongoing

Underneath the individual projects is the steady work: billing, invoicing, accounts receivable, collections, cash application, and revenue recognition, run across a large enterprise client base with monthly close on the line.

Cadence

Write PRDs and run sprint cycles with engineering, prioritizing fixes and features using usage data and client input rather than the loudest request.

Stakeholders

Primary point of contact for enterprise CXOs, translating operational pain into requirements engineering can actually build against.

Outcome

Support satisfaction improved to 80% CSAT alongside a meaningful drop in repeat tickets, through fixing root causes rather than patching symptoms.

Skills

What I actually use, week to week.

Product

  • Strategy
  • Discovery
  • PRDs
  • Roadmapping
  • Prioritization
  • Requirements Gathering
  • Agile / Scrum
  • Launch Planning
  • Adoption Measurement

Retail & Commerce

  • Inventory Management
  • Purchasing
  • Omnichannel Commerce
  • POS Integration (Shopify POS)
  • B2B Commerce
  • Demand Forecasting

Financial Systems

  • General Ledger
  • AP / AR
  • Invoicing
  • Reconciliation
  • Multi-Currency Handling

AI & Automation

  • Workflow Automation
  • Applied AI / ML Features
  • Conversational AI (Helpdesk Chatbot)
  • Internal AI Tooling (MCP)

Stakeholder Management

  • CXO Engagement
  • Cross-Functional Coordination
  • Engineering, QA & Support
  • Enterprise Client Relationships

Tools & Technology

  • ERP Systems
  • APIs
  • Integrations
  • Helpdesk / Ticketing Platforms
  • Data Dashboards
  • CRM

Experience

The path here.

Oct 2023 — Present

Product & Customer Success Manager

Xorosoft Inc. — Cloud ERP for Retail, Ecommerce & Wholesale

Own product requirements across order management, inventory, and fulfilment workflows for a large enterprise client base, from discovery through launch.

Jan 2022 — Oct 2023

Customer Success Lead

Xorosoft Inc.

Led a support team while gathering requirements on order sync, inventory mismatches, and fulfilment exceptions; owned the original Shopify-to-ERP integration.

Oct 2020 — Dec 2021

Technical Support Executive

Xorosoft Inc.

Resolved technical issues across ERP, order management, billing, and integrations for enterprise clients, feeding recurring patterns back into the product.

Sep 2018 — Oct 2020

Product Analyst

Nomadic Feet

Ran early-stage market and user research to shape product strategy, working with engineering to turn feedback into feature improvements.

Education

M.A. Business Economics

Panjab University

B.Sc. Computer Science

Guru Nanak Dev University

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