Oct 2025 – Present · 7 mos

• Own multi-quarter worldwide defect-reduction programs across ~160M customer-reported defect signals annually, governing delivery against ~$5B+ in modeled loss exposure through operating cadence, milestone reviews, prioritization frameworks, and cross-functional execution.
• Lead cross-functional program reviews across Operations, Analytics, Engineering, and vendor stakeholders to identify recurring product and service failure modes, align remediation plans, and drive execution against the highest-impact opportunities.
• Own defect-classification and attribution logic that improved detection model precision by 60%, increasing decision quality and actionability for downstream operational and engineering teams.
• Lead LLM pilot programs to identify customer pain points, map them to SOP-driven actions, and improve actionability across 20% of customer-reported defects.
• Built dashboards, weekly business reviews, and deep-dive mechanisms to improve visibility into performance gaps, strengthen program controls, and accelerate issue resolution across a matrixed operating environment.
• Automated recurring business reporting using Python and AWS-based tooling, reducing manual effort by 70% and improving reliability for SLA tracking, executive reviews, and program decision-making.

Jan 2024 – Oct 2025 · 1 yr 9 mos

• Ran cross-functional launch of a regulated-product shipping service spanning 6% total volume, owning launch sequencing, readiness gates, operational controls, and post-launch governance across Legal, Marketing, Engineering, and Operations.
• Owned service quality and API integration readiness across internal teams, third-party integrators, and external partners, driving business impact through adoption growth, stronger controls, and customer experience improvements.
• Defined JSON payload requirements, field-level validation rules, and data-control expectations that reduced request errors and SLA-impacting defects by 20%, improving downstream reliability and operational consistency.
• Increased third-party system integration adoption from 5% to 40% by improving onboarding processes, partner documentation, and exception-governance mechanisms.
• Partnered with Engineering and Solutions Architects to resolve API integration failures, clarify technical requirements, and improve configuration readiness for external inventory-management and label-purchase systems.
• Designed fallback control layers and guardrails to maintain service continuity during technical failures and reduce repeat issue cycles.
• Developed a tiered enforcement framework using FMEA-based risk analysis to rank severity groups based on risk signals and scoring criteria, strengthening prioritization and corrective-action consistency.
• Shipped intake-routing and workflow improvements that improved investigation SLAs, standardized operational responses, and sustained DPMO below 5.
• Built observability dashboards and weekly review mechanisms across violations, inspections, escalations, and service outputs using Glue, Redshift, and QuickSight, reducing root-cause analysis time by 40% and improving incident visibility.

Jan 2023 – Jan 2024 · 1 yr

• Led a high-volume customer returns operation processing 5M+ units, overseeing daily execution, service quality, workforce performance, and exception handling to support inventory accuracy, planning decisions, and customer-impacting outcomes.
• Reduced customer-reported product-mismatch issues by 92% through stronger WMS-based control routines, process discipline, and tighter operational checks, increasing inventory reliability and reducing downstream planning friction.
• Increased throughput by 15% through labor planning, employee training, process-gap analysis, and disciplined KPI reviews, sustaining gains through structured operating cadence and performance scorecard follow-up.
• Redesigned Quality Assurance workflows and regional grading standards, reducing audit-related concession loss to below 5% through training, inspection controls, and standardized quality routines.
• Standardized exception-routing processes across the West Region, improving cycle-time predictability, defect-handling consistency, and cross-site operational alignment.
• Built and managed site-level performance scorecards to identify service pain points and improve sellable yield by 10%; partnered with regional stakeholders to remove bottlenecks and improve execution consistency in a fast-paced environment.