Jan 2025 – Oct 2025 · 9 mos

• Partnered with Product, UX, Engineering, Ops, and Analytics to define problem statements, write PRDs, and drive execution across quality, reviewer experience, and AI-assisted workflows.
• Led data-backed experimentation (A/B tests, rubric iterations) that improved quality scores by +0.5 and reduced review turnaround time by 25%.
• Built and tracked product metrics dashboards (adoption, efficiency, resolution time) to inform prioritization, contributing to a 10% improvement in production efficiency.
• Drove workflow improvements that reduced ticket resolution time by 18% and improved onboarding speed by 40%, aligning outcomes to CX and retention goals.

Apr 2023 – Dec 2024 · 1 yr 8 mos

• Worked closely with Product and Engineering to translate operational pain points and user feedback into clear PRDs influencing roadmap decisions.
• Conducted 500+ AI vs human benchmark experiments, synthesizing insights that improved LLM-assisted workflows and reduced student wait time from 120 minutes to 2 minutes.
• Supported end-to-end delivery of AI-driven workflow features, collaborating on requirements, validation, and rollout to improve adoption and reliability.
• Partnered with Analytics to track CX and retention metrics, contributing to a 15% uplift in student retention through targeted product improvements.

Jan 2020 – Mar 2023 · 3 yrs 2 mos

• Acted as a senior domain expert handling high-complexity Civil Engineering queries, supporting 1,500+ student interactions annually while maintaining 95%+ quality approval scores.
• Identified 20–30 recurring conceptual gaps and ambiguity patterns in student queries, sharing structured insights with Ops and Product teams that informed quality rubric and workflow updates.
• Contributed domain feedback that helped standardize solution quality rubrics across 40+ reviewers, improving consistency and reducing rework by ~15%.
• Flagged patterns in escalations and repeated corrections, leading to process refinements that reduced back-and-forth reviews and improved average resolution time by ~10–12%.

Jun 2018 – Dec 2019 · 1 yr 6 mos

• Acted as a senior domain expert handling high-complexity Civil Engineering queries, supporting 1,500+ student interactions annually while maintaining 95%+ quality approval scores.
• Identified 20–30 recurring conceptual gaps and ambiguity patterns in student queries, sharing structured insights with Ops and Product teams that informed quality rubric and workflow updates.
• Contributed domain feedback that helped standardize solution quality rubrics across 40+ reviewers, improving consistency and reducing rework by ~15%.
• Flagged patterns in escalations and repeated corrections, leading to process refinements that reduced back-and-forth reviews and improved average resolution time by ~10–12%.