Apr 2024 – Dec 2025 · 1 yr 8 mos · On-site

• In this role I operated at the intersection of product strategy, competitive intelligence, and platform governance. My core focus was understanding where the marketplace was falling short for customers, presenting structured findings to product teams, and defining what needed to change.
• Owned PRD development, translating competitive research, customer insights, and operational gaps into clearly scoped requirements that helped prioritize what to build.
• Identified and validated new competitor segments, building the eligibility framework that became the basis of a price matching program adopted at scale.
• Conducted feature gap analysis that directly influenced product changes implemented in the following planning cycle.
• Designed and productized a self serve pricing guardrail tool that reduced a 3 week process to 3 days, eliminating Tech dependency for day to day execution.
• Owned an external vendor communication, approved by Legal and leadership, announcing a new marketplace feature directly to Amazon vendors.
• Collaborated with Product and Data Science teams on GenAI enabled capabilities to enhance shopping relevance.
• Drove ~$150M in operational impact through governance and process standardization and blocked 550K+ bot driven abuse attempts through scalable validation mechanisms.

Nov 2021 – Mar 2024 · 2 yrs 4 mos · On-site

• In this role I owned end to end escalation governance while beginning to extend my influence into product and automation decisions. The patterns I uncovered through escalation analysis and competitive intelligence started shaping how the team thought about what to build and fix next.
• Governed end to end resolution of complex cross functional escalations, aligning PR, Legal, Retail, Tech, and Pricing stakeholders, achieving 94% closure rate within a 14 day SLA.
• Analyzed recurring escalation patterns to surface systemic platform gaps impacting ~14K high visibility products, converting insights into structured product and workflow improvement inputs.
• Defined requirements, scoped, built, tested, and operationalized a semi automated competitive signal monitoring system that captured 80K+ signals and 480K+ products during peak retail events.
• Influenced pricing automation roadmap decisions through structured intelligence synthesis, formal presentations, and risk trend reporting to leadership.
• Provided program direction to 10+ analysts managing competitive intelligence and external signal tracking used to inform prioritization decisions.
• Contributed to leadership ready competitive and performance narratives across WBR, MBR, and QBR forums, enabling data driven prioritization.

Dec 2020 – Oct 2021 · 10 mos · On-site

• This was where I first started connecting competitive signals to product and pricing decisions. My role was to surface what was happening externally and translate it into something the business could act on.
• Designed and introduced a structured social media monitoring process from scratch, expanding competitive signal coverage from 2 to 6 channels during major retail events.
• Built structured competitor monitoring frameworks to identify pricing, promotion, and assortment gaps on high demand products, enabling timely marketplace interventions.
• Synthesized external signals into actionable insights for Pricing, Retail, and Product stakeholders to support prioritization and corrective action.
• Strengthened cross functional coordination for high visibility escalations by translating ambiguous signals into structured narratives for decision making.
• Identified recurring competitive patterns that informed strategy adjustments during peak traffic events.
• Delivered concise competitive intelligence summaries for MBRs and QBRs, influencing leadership planning and event strategy. signals into structured narratives for decision-making.

Dec 2019 – Nov 2020 · 11 mos · On-site

• In this role I worked closely with Tech and Product teams to strengthen the quality and governance of ML driven operations, building the reporting, ticketing, and calibration mechanisms that helped the system perform better.
• Designed and partnered with Tech to build a structured ticketing and escalation routing system, uncovering that ~35% of escalations were educational rather than technical, reducing unnecessary tech effort and improving resolution efficiency.
• Designed and owned end to end KPI reporting frameworks, enabling leadership to track performance trends and make data driven operational decisions.
• Conducted structured deep dives to identify systemic performance gaps, partnering with Operations, BI, and Tech teams to implement corrective mechanisms.
• Improved training and quality calibration programs in collaboration with subject matter experts and leadership, increasing assessment pass rates from ~39% to 70%+ within 12 weeks.
• Led cross locale performance reviews for underperforming cohorts, aligning stakeholders on targeted improvement plans.
• Strengthened governance mechanisms by improving issue categorization, root cause tracking, and feedback loops into operational workflows.

Apr 2017 – Nov 2019 · 2 yrs 7 mos · On-site

• In this role I supported continuous improvement programs across ML driven workflows, identifying efficiency gaps and working closely with Operations and Tech teams to drive structured enhancements.
• Conducted recurring deep dives to surface efficiency gaps, contributing to a reduction in non productive time from 16.6% to 13.9% within 12 weeks.
• Collaborated with Tech to simplify reporting through improved dashboards, reducing recurring manual effort and improving leadership visibility.
• Worked with Operations and Tech teams to implement ~25 workflow improvements that enhanced daily performance.
• Supported product launches impacting 1,500+ associates by identifying gaps, coordinating with Tech, conducting UAT, sharing feedback, and delivering Ops training ahead of rollout.

Oct 2016 – Mar 2017 · 5 mos · On-site

• Served as subject matter expert for catalog quality and defect reduction across North America categories, driving cross team coordination to improve listing accuracy and customer experience.
• Created macros to identify partner team delays, enabling timely corrective actions that improved turnaround time and SLA adherence across NA and EU5 categories.
• Partnered with Imaging teams to proactively mitigate high severity catalog quality issues across ~1.1K product variants.
• Mentored new hires on catalog workflows and quality standards, strengthening team output consistency.

Jun 2015 – Sep 2016 · 1 yr 3 mos · On-site

• Focused on high defect and misleading product listings, supporting structured defect reduction initiatives to improve catalog accuracy and customer trust.
• Improved personal defect resolution timelines from 7 to 4 days while maintaining 98% quality and achieving 1.2× productivity.
• Identified recurring error patterns and supported root cause resolution efforts across cross functional teams.
• Acted as category point of contact for Home, driving issue coordination and timely resolution.