Hi, I’m Yatin.
I build the moments where travelers meet Hertz: in their AI assistant, in the app, on a call or a chat, and at the curb.
Senior Director of Product Management, Customer Experience and Mobile App at Hertz. Chicago area.
Every number on this site says where it comes from.
AI now serves 72% of Hertz’s US inbound chats.
Hertz, Q3 2025 earnings call. Hertz’s statement about the AI chat program I own.
Chats handed to a live agent fell from 14% to under 6%.
Hertz program data, March 2025 to January 2026.
Customer calls analyzed with AI, to learn why people call.
I wrote the specs and built the drilldown app. Engineering built the transcription pipeline.
The Hertz app I lead is rated 4.8 stars from about 547,000 App Store ratings.
Shared the top award at Hertz’s first AI hackathon, with an AI agent I built for product managers. Spring 2026. Announced by Hertz’s head of product.
A rental trip has a few moments where a traveler meets us. I lead product for four of them.
- PlanIn their AI assistantHertz inside the assistants travelers already plan with, starting with ChatGPT.
- BookIn the appMaking the Hertz app useful after pickup, not just at booking.
- Get helpOn a call or a chatAI answers first, and a person is always one step away.
- ArriveAt the curbTop-tier members choose curbside pickup when they book.
Selected work
Arrive
Hertz Premier Curbside
It wasn’t a technology problem. It was an information problem.
Hertz, 2026
Plan and get help
AI on both sides of the conversation
First, Hertz put AI in front of its own customer care. Now customers bring their own AI assistants, and Hertz has to be there too.
Hertz, 2024 to now
Book
The Hertz app as a travel companion
Strong at booking, thin after pickup. In four weeks, a familiar phrase became a test, an evidence base and an honest scoreboard.
Hertz, 2026
Under every stop
Building AI tools as a PM
I build with AI, not just about it. Then I hand the tools to my team.
Hertz, 2026
Before Hertz
Batched delivery at Walmart
More orders per trip, and about $3 more in tips per batch for drivers.
Walmart, 2022 to 2024
What I bring
Strategy
- Product strategy
- AI assistants and agents
- Zero to one
- Roadmaps and phasing
- Vendor partnerships
Delivery
- Field research
- PRDs and specs
- Go and no-go thresholds
- Feature flags and kill switches
- Incident runbooks
Data and results
- Experiments and A/B tests
- Baselines before credit
- Call and chat analytics
- Weekly reporting to leadership
- AI agent evaluation
People and AI
- Leading product managers
- Training teams
- Building with AI
- AI prototypes
- Tools handed to the team
How I work
How I lead
- I lead a team of four product managers across the US and India, covering Customer Care, the Hertz app and Hertz Premier Curbside.
- I report to senior leadership every week on the metrics I own.
- I build the operating machinery as well as the product: launch logs, incident runbooks, experiment trackers and a weekly note in three parts: wins, watchouts and what’s next.
How I build
- I build tools that make product work faster and more honest, then hand them to my team.
- I wrote the specs for Hertz’s AI call analytics and built the drilldown app that leadership uses.
- I build with AI every day, and I hand the tools to my team.
How I decide
- Prevent the contact. Don’t just deflect it.
- Count real resolution, not reported containment.
- Set a baseline before taking credit.
Experience
From retail sales to software engineering to product leadership at Allstate, Walmart and Hertz.
Say hello
I’m glad to talk about AI in customer experience, travel products and building with AI, or to join a panel or a podcast.
Connect on LinkedInAll paths lead to Y.