Aug 2025 – Present · 7 mos

• Creating the social infrastructure where the next generation of gamers squad up, lead, and grow together – an evenings-and-weekends side quest with a main-quest mission.

Aug 2022 – Jul 2025 · 2 yrs 11 mos

• Led a PM group and drove product strategy across console, PC, and mobile, each with distinct engineering teams, ship rooms, and release cadences. Shaped how millions of families play, stay safe, and stay together on Xbox.
• Led and mentored a PM group across 3 engineering teams (Family Services, Family App, Identity), driving product roadmap and execution using user research, competitive analysis, and behavioral analytics
• Shaped a $32M+ ARR feature via parent-approved subscriptions, aligning cross-org strategy across Legal, PR, Marketing, Business, and Engineering
• Boosted child account creation and parental consent by +266% and first-day sign-in by +62% through a data-driven, end-to-end onboarding redesign
• Shipped family safety and enablement features across console, PC app, and mobile app simultaneously, coordinating distinct certification processes, ship rooms, and release cycles
• Increased MAU by +21% YoY for the Xbox Family companion app, achieving a 4.2+ rating by refining core user flows and improving cross-platform reliability

Jun 2019 – Aug 2022 · 3 yrs 2 mos

• Turned support into Microsoft's highest-performing growth engine. Built and led a team running AI + HI experiments to maximize SMB productivity, retention, and revenue.
• Built and mentored a team of 7 running experimental AI + HI powered customer experiences, from intelligent recommendations to proactive engagement workflows
• Grew paid seats by 1.3M leveraging AI-driven recommendations, boosting adoption by +15% in treatment vs. control through structured A/B experimentation
• Designed and ran the human-in-the-loop (HITL) evaluation program for AI recommendations, building scorecards and quality benchmarks that continuously raised the bar on response quality and helpfulness
• Achieved 188.8 SSAT (+3.1 YoY) and 96.3% CVR (+0.9 YoY) — delivering the highest-performing Microsoft support program at scale across all product lines
• Designed a scalable customer insight system through deep codification of support cases, surfacing novel product insights that drove direct M365 feature fixes and improvements

May 2017 – Jun 2019 · 2 yrs 1 mo

• Designed and scaled programs to enhance customer EQ and product IQ for Windows engineering by leveraging Support and Retail on-site experiences
• Launched an org-wide experience, where 90% participants discovered new insights for their features, and 81% drove changes
• Accelerated program usage with +189% increase YoY serving over 700 internal product stakeholders – from new hires to CVP’s
• Developed NPS (76) and NSAT (178) frameworks for program using participant sentiment to refine strategy and approach

Mar 2006 – May 2017 · 11 yrs 2 mos

• Progressed from frontline support to driving large-scale product improvements, COGS reduction, and support-to-engineering relationships
• Reduced Windows support incidents by 58% post-upgrade through proactive interventions (Senior PM – Windows, 2016-2017)
• Drove OS and hardware improvements through deep customer and partner insights (PM – KIN, Windows Phone, 2009-2016)
• Won a Hack SharePoint contest for identifying an exploitable security vulnerability (Escalation Engineer – SharePoint, 2006-2009)

Oct 2005 – Sep 2006 · 11 mos · Fargo, North Dakota Area

• Bootstrapped, scaled, and sold a bespoke content aggregation platform tailored to Usenet’s niche community needs
• Built and maintained a content aggregation web site for Usenet news, help and how-to info
• Over 5,000 active, registered community members
• Averaged 15,000 visits and 130,000 hits monthly
• Negotiated sale of site to a prominent Usenet company