Apr 2025 – Feb 2026 · 10 mos

• The role I'd been building toward. Owned the roadmap, the launches and the customer outcomes on one side - while also managing enterprise implementations that translated directly into revenue and expansion.
• Cut enterprise go-live timelines by 30% through standardised implementation playbooks
• Drove feature adoption to 85% across active users through structured GTM and post-launch iterations
• Shipped new features while reducing tech debt - PRDs, wireframes, GTM strategy, and release ownership end-to-end

Apr 2023 – Mar 2025 · 1 yr 11 mos

• Stepped into a broader mandate - Payroll, Compliance and Business Finance, with a team of 8 and P&L accountability. This is where ops thinking met product thinking and I started pulling both levers at once.
• Designed solutions that improved LTV by 15% and reduced CAC by 10%
• Built financial simulations and cost models that contributed to 3% P&L margin improvement
• Co-designed executive dashboards with product for real-time visibility into unit economics and compliance

Sep 2022 – Mar 2023 · 6 mos

• Built the payroll operations function from the ground up - team, process and systems. The brief was simple: make payroll airtight for a workforce that couldn't afford errors. Did that, then started working on getting it automated.
• Drove arrears and variances below target through a process redesign and team accountability systems
• Plugged leaks drove CM into positive territory for the first time.
• Built and led a team of payroll executives; instilled a worker-first mindset with clear growth tracks
• Co-authored the automated payrolling product roadmap with engineering and product

Apr 2022 – Aug 2022 · 4 mos

• Moved up to own the high-value accounts and the team behind them. Bigger clients, longer cycles, more custom requirements. Also responsible for training the specialists and ground executives.
• Managed large-value enterprise accounts with multi-feature custom configurations
• Optimised ground executive deployment to reduce onboarding cost per client
• Mentored CS specialists on enterprise handling, escalation management and product knowledge

Oct 2021 – Mar 2022 · 5 mos

• First hire into the CS function. Learned the product by living inside it — onboarding 35+ enterprise clients, configuring workflows, training teams, and feeding friction back to product.
• Managed the full onboarding cycle for clients across logistics, manufacturing, and staffing
• Identified and converted 3 upsell opportunities within the first engagement cycle
• Became the informal bridge between customers and the product team before a formal feedback loop existed