Jul 2022 – Jan 2025 · 2 yrs 6 mos

• [Service Cloud]
• Led a team of 35+ designers (Senior Directors, Directors, Architect, Principals to Juniors) to create new features and products for the $8.5B revenue Service Cloud, the largest organization at Salesforce.
• Launched new AI initiatives and foundational products necessary to run AI. Created the vision and product strategy for Service AI that set the course for the new AI org.
• Launched 200+ features and products per year.
• Created a design team culture focusing on support, practicing wellness, and doing meaningful work with only one regretted attrition in 2.5 years in the role.
• [Projects, Products & Services]
• Agentforce
• AI Einstein
• Service GPT
• Autonomous Agent
• Slack
• Incident Management
• Analytics (new initiatives)
• Safety Cloud (Covid response)
• Bots (Chat, etc)
• Digital Messaging and Experience
• Voice
• Knowledge
• New Initiatives

Dec 2021 – Jul 2022 · 7 mos

• [Service Cloud]
• Led a team in Product, Service, and UX Design.
• Accountable for the ServiceCloud design for Core Services, Slack, and new initiatives.

Apr 2021 – Dec 2021 · 8 mos

• [Japan Consumer Payments]
• Managed a team of designers and design researchers in the launch and improvements of Japan specific payment products
• Owned the payment experience design (UX, UI, product) for Japan.
• Owned the market and customer/user research
• [Projects, Products & Services]
• Payment acceptance systems (Paypay, Paidy, etc)
• points
• MasterCard co-branded credit card
• installment systems
• special projects / innovation projects

Jan 2020 – Apr 2021 · 1 yr 3 mos

• [Amazon Music]
• Created the 1st and 4th most popular consumer feature for Amazon Music Japan.
• Wrote a research paper on designing products for Japan which was circulated and shared by SVPs and VPs, and new hires to Japan.
• Identified the product opportunities and defined all-new region-specific products for Japan
• Executed market & user research, and design for Japan
• Led all design efforts for India specific products
• [Projects, Products & Services]
• new features for target segment
• customer acquisition and marketing features

Apr 2017 – Jan 2020 · 2 yrs 9 mos

• [Amazon Business]
• Managed a team of designers in Seattle to build the user-facing tools for commercial, government, healthcare, and education verticals to optimize the procurement for their organizations. (Making buying easy, so they can focus on their own organization's mission).
• Grew and promoted members of the team in the fastest scaling business in Amazon's history.
• Launched 25+ products and features on 125+ projects in connected objects, ecommerce, interaction, UX, UI, branding, and service design.
• Grew the operation internationally and helped launch Amazon Business in Japan, Germany, UK, Spain, France, and Italy.
• [Projects, Products & Services]
• American Express small business co-branded credit card (US + International)
• Amazon Business registration and on boarding
• delivery experience (Bulk order, etc)
• replenishment (repeat orders, lists, etc)
• customer acquisition
• business payment systems (direct debit, invoice, etc)
• order approval systems
• Amazon Business and Prime branding
• marketing website

Oct 2016 – Mar 2017 · 5 mos · San Francisco Bay Area

• [Mobile Competency Center]
• Designed and launched patient facing healthcare apps
• Designed technology concepts for heart patients, asthma patients, and cancer researchers.

Jan 2016 – May 2017 · 1 yr 4 mos · San Francisco, CA

• [School of Web Design and New Media]
• Taught IoT, mixed, mediated and augmented reality projects to senior undergraduate students
• Focused learning outcomes in opportunity identification, personal presentation, critical thinking, and design execution.
• Mentored Masters students

Oct 2015 – Oct 2016 · 1 yr · San Francisco Bay Area

• [Online & Mobile Group]
• Developed the product development and strategy process for the online and mobile group
• Managed a team of designers, researchers, content strategist, and a prototyper to develop web and mobile products

Feb 2015 – Sep 2015 · 7 mos · San Francisco, CA

• [Interaction Design Group]
• Led a team in $500,0000+ budget design projects creating medical app and web concepts. Client work also in fashion, and publishing industry.

Sep 2014 – Feb 2015 · 5 mos · San Francisco, California

• [Open Innovation Center, Samsung Accelerator, Team 0x10]
• Led the design of products for a stealth program to enter new markets
• Managed and executed the development of product, interaction, and visual design for the mobile product.

Jul 2013 – Sep 2014 · 1 yr 2 mos · San francisco, CA

• [User Experience Group]
• Designed and launched Booksmart, the main revenue generating software for the company
• Managed a team of 3 UX designers.
• Designed the interactions, interface, icons, and UX for the flagship creation tool software.
• Developed product strategy for new tools in indie publishing
• Researched and created customer/user frameworks.

Apr 2011 – Jul 2013 · 2 yrs 3 mos · Greater Los Angeles Area

• [Intangibles Dept]
• Co-Founded the creative agency specializing in design, research, and strategy with an emphasis on partnerships and collaborations.
• Managed and executed client projects in research (qualitative, quantitative, opportunity finding, etc.) branding (concepts, messaging, etc.), design (visuals, planning, etc.), and production (CAD, programming, etc.).
• Experimented with crowdfunding projects. First product had backers from 26 countries and 45 states. Second funded project was in housewares.
• Clients: Adidas, Pearson, Logitech, iGO, Young Guru, Levi Maestro, Nissan, Startups.

Mar 2010 – Apr 2011 · 1 yr 1 mo

• [User Experience Group]
• Managed system-wide design projects which is impacting 5000+ clients and 20 million+ users
• Organized, facilitated, and conducted user-focused research activities with various stakeholders
• Defined and integrated new opportunities for recent company acquisitions
• Managed projects with third party partnerships
• Developed interaction designs for 100% virtual learning environments for K-12 schools

Jul 2009 – Feb 2010 · 7 mos

• [Department of Strategy and Research]
• Identified and planned future product strategies for global companies and non-profit organizations
• Developed unique strategic tools and implementing its use for companies entering the emerging markets

Jun 2006 – Mar 2009 · 2 yrs 9 mos · Torrance/Gardena, CA

• [Advanced Planning and Strategy Department]
• Envisioned, researched, and presented future scenarios and implications for the company
• Developed exploratory human mobility concepts for 10 to 15 years out
• Researched, strategized, designed and developed 2011 to 2013 model year production capable vehicles
• Built and proposed frameworks to explain strategy for various markets (BRIC, luxury, Gen Y, etc.)
• Directed researchers, designers, and marketers from top US firms for various vehicle projects
• Identified and assessed new future market opportunities based on customer needs and desires
• Communicated, directed, and inspired production planners, designers, engineers, and other stakeholders
• International collaboration on multiple projects

Sep 2004 – Jun 2006 · 1 yr 9 mos

• [ITEM Group]
• Designed web interactions, search design, and information graphics
• Directed production crew of programmers, photographers, and copy writers for design implementation
• Developed new search and interaction methods for the 430,000 products on the site
• Managed and conducted product, marketing, and interaction research

Jul 2004 – Sep 2004 · 2 mos

• • Designed informational booklets and icons for the inauguration of the Smithsonian's National Museum of the American Indian Museum.

Jan 2004 – May 2004 · 4 mos

• • Integrated Product Development project led by Craig Vogel and Jon Cagan. Developed concepts based on a progressive aluminum formation method in conjunction with Carnegie Mellon masters students

May 2003 – Aug 2003 · 3 mos

• • Designed and researched along side Mark Dziersk on various consumer and industrial products.

Jan 2003 – May 2003 · 4 mos

• • Integrated Product Development project led by Craig Vogel and Jon Cagan. Developed bio-sensor based concepts in conjunction with Carnegie Mellon undergraduate students

Jun 2002 – Dec 2003 · 1 yr 6 mos

• Assisted seven separate design courses for seven different professors:
• "Practicing Design" course (undergrad senior level)
• "Contemporary Design" course (undergrad junior level)
• "Photography" course (pre-college level)
• "Product Development" course (pre-college level)
• "Industrial Design" course (pre-college level)
• "Communication Design" course (pre-college level)
• "Drawing" course (pre-college level)

May 2002 – Aug 2002 · 3 mos

May 2001 – Sep 2001 · 4 mos