Jan 2024 – Mar 2024 · 2 mos

Feb 2022 – May 2022 · 3 mos

Dec 2021 – Jul 2024 · 2 yrs 7 mos · San Francisco Bay Area

• I lead a global UX team responsible for Google's support platform. These systems power the customer support experience for customers and support agents across Google's 200+ products. The support platform is among Google's most heavily trafficked properties, next to search and YouTube. We support billions of customers every month.
• We are the first team at Google to leverage advanced LLM models in customer-facing products.

Sep 2020 – Oct 2021 · 1 yr 1 mo · San Francisco Bay Area

• Led a multi-disciplinary design team of talented product designers, researchers, writers, brand designers, and design technologists across 4 different business units. We were responsible for strategy through to execution for Square's largest product.

Jun 2020 – Sep 2020 · 3 mos

• First Round Angel Track is a community of established operators and founders looking to develop their skills and identities as early-stage investors.
• Now 120 members strong, the community spans across the United States, bringing angels from some of tech’s leading companies into conversation with the founder community.

Apr 2020 – Present · 6 yrs 1 mo

Jun 2019 – Sep 2020 · 1 yr 3 mos · San Francisco Bay Area

• Led a multi-disciplinary team of designers and researchers, in support of Dropbox's core product offering. I also was a member of the leadership team responsible for developing an innovative new strategy, re-positioning Dropbox as a leader in collaboration and the future of work.

May 2019 – Apr 2021 · 1 yr 11 mos · San Francisco Bay Area

Mar 2016 – May 2019 · 3 yrs 2 mos · San Francisco Bay Area

• At UserTesting, I was responsible for defining a product vision and strategy which would achieve the goals of the business. We successfully navigated the transformation from being a single-product company to a multi-product platform. A platform that enables the world's largest and most customer-centric organizations to deliver great experiences through their digital products.
• I developed (mostly from scratch) and led an organization of more than 30 amazingly talented product managers, designers, researchers, and data scientists. I mentored senior-level leaders in every function, to support teams of bright individuals where creativity, innovation, and sound decision making could thrive.
• Through significant improvements to our product capabilities and overall user experience, we were able to increase adoption and engagement of our products which led to a 100%+ increase in revenue.
• In 2017 alone, we expanded our portfolio of enterprise customers to include hundreds of companies across the retail, financial services, travel and hospitality, media and entertainment, and healthcare sectors—including Wayfair, Prudential, and USA Network. These customers were joining an all-star roster of enterprise brands already leveraging our platform, such as Intercontinental Hotels Group (IHG), Microsoft, and Walmart Canada.

Jan 2015 – Mar 2016 · 1 yr 2 mos · San Francisco Bay Area

• Campaign Monitor is a simple and elegant email marketing software for business. More than 1.2 million people at 120,000 companies around the world love Campaign Monitor for our easy and beautiful user experience, pixel-perfect design, and 24/7 global support.
• While at Campaign Monitor, we more than doubled in size while our customer growth rate and bookings growth rate grew exponentially. I recruited for and built up our product management and product design teams in both the San Francisco and Sydney offices. I introduced the concept of customer development in the form of multiple customer interviews every week by every product team. I drove an emphasis on evidence-led product decisions supported by an aggressive and collaborative product discovery process. For every project we undertook, the team had a clear understanding of the problem they were meant to solve and the measures they'd use to evaluate its success, from the very beginning.
• The collection of products and features created by my teams resulted in the re-launch of the "All-New Campaign Monitor." This release received raving reviews from customers and press alike and was the largest, most successful product launch in the history of the company.

Jan 2014 – Oct 2014 · 9 mos · San Francisco, CA

• Led small teams of forward-thinking designers, prototypers, and user researchers to experiment with an enterprise-scale product design process that elegantly combines design thinking with a scientific method. Ran rapid, iterative experiments and evolved product experiences based on qualitative/quantitative evidence directly from customers. Took on high-risk problems with many unknowns and drove rigorous testing to discover product solutions that were not only beautiful, but also desirable by our customers, feasible to build, and valuable to corporate strategy.
• Key Highlights:
• Led multiple teams to discover new products using rapid, evidence-driven product design methods.

Sep 2011 – Jan 2014 · 2 yrs 4 mos · San Francisco, CA

• After the acquisition of Assistly by Salesforce, the product was re-branded as Desk.com, but much of the product and operational structure remained intact. With Desk.com, I was responsible for scaling out a strong group of product and UX leaders, setting the product strategy, and crafting a lean process that allowed us to quickly discover the right products to build for our customers while minimizing risk and uncertainty.
• During this time, my team more than tripled in size while our customer base exploded well beyond 10x. I established well-defined roles and processes for both product management and UX and fostered an environment where both parts worked in close collaboration with each other to create valuable and beautiful products. All of this was made possible by teaching best practices which valued design thinking, experimentation, evidence-led decision making, and direct customer interaction above everything else. The output of my team resulted in measurable improvement to customer acquisition, engagement, conversion, and overall satisfaction. The products were recognized as innovative by our customers, our colleagues, and our peers.
• I recruited key talent and formed the front-end engineering group as a separate and distinct practice outside of the general engineering organization, which ultimately led to higher quality code, and much closer collaboration with the UX group, which in turn led to a dramatic improvement in the quality of the product's user experience. While leading this group, we set forth a technology strategy that led to a significant reinvention of our entire product suite.
• I was also a driving force behind the adoption of Agile software development methodologies, which helped to increase the speed and consistency of our engineering practices without losing the agility inherent in our startup roots.

Feb 2011 – Sep 2011 · 7 mos · San Francisco, CA

• I joined Assistly in its early stages when there were only 20 people in the company. I was responsible for building out the initial systems and practices around product management and UX design roles. I owned the product roadmap and worked closely with both designers and engineers to ship critical initiatives including the integration of a freemium pricing model, gamification, and virtual currency concepts into our pricing strategy and onboarding process. The introduction of these elements was unique for our industry at the time and not only drove exposure, but explosive user growth, leading up to an acquisition by Salesforce.
• I brought a user-centric perspective to the product culture where high-quality user experiences were valued, and techniques commonly found in outside industries such as consumer Internet, social networking, and social gaming, were skillfully applied.

Apr 2010 – Feb 2011 · 10 mos · San Francisco, CA

• Meta+Level Games was a News Corp. company dedicated to developing fun, engaging and unique online social games. We were a small team with a passion for the web, technology, gaming and most importantly: fun.

May 2008 – Apr 2010 · 1 yr 11 mos · San Francisco, CA

• iList, Inc. was originally founded as a social online classifieds company. Under this original vision I was able to secure seed funding from angel investors, and later a Series A from Draper Fisher Jurvetson in August of 2008, to execute on the idea. I drove the launch of a full, social-integrated classifieds site, as well as an innovative Twitter-specific marketplace. Among other things, iList was an early pioneer in the application of game mechanics outside of a game context as a means of influencing behavior and increasing user engagement. This strategy is now referred to as gamification.
• I later recognized a growing opportunity in the social gaming space, and made a decision to repurpose our technology and resources towards that industry. Shortly thereafter, I successfully negotiated a six-figure, non-exclusive licensing deal with Tribune Corporation for our online classifieds platform. I then led the execution and launch of Spymaster, best known as the first and largest social game on Twitter.
• I was responsible for the overall corporate strategy, product innovation and execution, and daily operations of the company as we continued our focus on the social gaming space. I also maintained a hands-on approach with all our products as our lead front-end engineer.
• With both iList and Spymaster, our team explored unorthodox tactics for driving growth. We tapped into Craigslist's large community to fuel early customer acquisition for our online classifieds product. We were among the first to exploit Twitter's trending topics, direct message, and mentioning systems to create a fast growing, highly engaging social game. Today, these sort of tactics are known as growth hacking, and represent a modern replacement to traditional marketing.
• iList, Inc. was acquired by News Corporation in April 2010.

Jan 2004 – May 2008 · 4 yrs 4 mos · San Diego, CA

• Integral Impressions was an interactive advertising firm, specializing in social media integrations through web applications and creative campaigns. We provided creative and development services to small and medium-sized advertising agencies. I was responsible for corporate strategy and direction, partner relations, finances, and general daily operations of the company. This included both executing and overseeing creative quality and technical innovation. During my time there, I was responsible for scaling the team to 10+ people, maintaining profitability, and driving the direction of the company away from consulting services, towards a subscription-based software model. I led the strategy, execution, and growth of several business-oriented web applications, three of which were later sold to other companies.

Jan 2001 – Dec 2005 · 4 yrs 11 mos · San Diego, CA

• Z57, Inc. is San Diego’s largest, and fastest growing web development and Internet marketing services company. I was a high-performing leader on the inside sales team. I later took a position as a Client Development Specialist, which involved R&D of new products and services for the customer service department. This included the successful planning, launch, and ongoing management of several products and services which resulted in more than $1M in annual sales for the company.