Sose Panossian
Los Angeles
Summary
Principal Product Leader with 15+ years of experience owning large-scale, AI-driven consumer platforms across B2B and B2C. Proven track record delivering $180M+ annual business impact through platform strategy, operational automation, and customer-centric product design. Expert in defining north-star metrics, leading multi-team roadmaps, influencing executive decision-making, and scaling AI-powered experiences to millions of users.
Overview
9
9
years of professional experience
Work History
Principal Product Management and Development
AT&T
10.2025 - Current
- Own product strategy and multi-year roadmap for AI-driven self-installation and digital support platforms serving 1M+ new customers, aligning customer experience, operational efficiency, and platform scalability.
- Define north-star metrics, OKRs, and investment trade-offs across multiple product surfaces, directly influencing annual $186M+ OpEx outcomes.
- Lead cross-functional execution across Engineering, AI/ML, Design, Operations, and Care, influencing multiple product teams without direct authority.
- Scale AI/AR-powered troubleshooting capabilities into a reusable platform, enabling consistent adoption across Fiber, Wireless, and Hardware ecosystems.
- Collaborate with senior executives to distill ambiguous problem areas into clear, data-informed product decisions, sequencing roadmap priorities to maximize customer value, operational efficiency, and platform scalability.
- Mentor and develop product managers, raising org-wide product maturity through stronger roadmap rigor, experimentation discipline, and outcome-based delivery.
Product Management & Development
AT&T
06.2022 - 09.2025
- Led end-to-end customer installation journey optimization, preventing 16K truck rolls per month and delivering $140M in annual OpEx savings.
- Delivered $7M+ annual savings by integrating immersive AI/AR experiences with prescriptive troubleshooting flows across customer and technical care.
- Built real-time dashboards, alerting systems, and performance instrumentation, enabling faster iteration and driving +6% success rate and +3.2% completion uplift.
- Owned experimentation strategy and rollout execution across multiple releases, balancing customer experience, system reliability, and operational readiness.
Sr. Technical Project / Program Manager
AT&T
03.2020 - 06.2022
- Drove $5.4M OpEx savings by identifying systemic CX gaps across hardware platforms and coordinating cross-org remediation.
- Enabled $1.5M in savings by converting agent performance data into actionable coaching insights and tooling.
- Led 10+ software PI rollouts and 3 major hardware launches with minimal customer disruption across 15M+ users.
User Acceptance Testing Program Manager
AT&T
07.2017 - 03.2020
- Built scalable testing frameworks across 10 platforms, improving reliability, reducing customer contacts, and accelerating release confidence.
- Onboarded and managed 15K+ beta testers, introducing gamified feedback loops to increase engagement and usability insights.
Education
Bachelor of Arts - Political Science, Education
University of California, Berkeley
01.2008
Skills
- Platform Product Strategy & Roadmapping
- North-Star Metrics & OKRs
- Product Discovery & Experimentation
- AI-Driven Product Development
- Cross-Functional Leadership at Scale
Product & Strategy
Execution & Influence
- Executive Stakeholder Communication
- Ambiguous Problem Decomposition
- Data-Informed Decision Making
- Large-Scale Consumer Platforms
- CX Architecture & Journey Design
- Operational Automation & Cost Optimization
Customer & Systems
Affiliations
- Management Development Program Graduate 2023
- Summit Award Winner 2024
- Product PEEPS Growth and Appreciation Committee
- AI Product Management Bootcamp & Certification
Timeline
Principal Product Management and Development
AT&T
10.2025 - Current
Product Management & Development
AT&T
06.2022 - 09.2025
Sr. Technical Project / Program Manager
AT&T
03.2020 - 06.2022
User Acceptance Testing Program Manager
AT&T
07.2017 - 03.2020
Bachelor of Arts - Political Science, Education
University of California, Berkeley