Aug 2024 – Present · 1 yr 10 mos

• Mentoring 2 teams each consisting of a Product Manager, Product Designer, and two Engineers to ideate and ship real-life products in 8 weeks.

May 2024 – Present · 2 yrs 1 mo

• Product School is the global leader in Product training with a community of over two million product professionals. As a featured speaker, I help inspire the next generation of Product Managers to create innovative products and apply best practices in their work.

Feb 2023 – Mar 2024 · 1 yr 1 mo

• Collaborated across 3 squads spanning 18+ engineers, focused on agent review experience, implementation team efficiency and data partner API integrations
• Owned end-to-end product strategy and roadmap from inception to launch, to build a scalable platform
• Led end-to-end discovery for products including qualitative and quantitative research (user research, data insights and competitor research)
• Spearheaded planning, prioritization, and execution of integrations end-to-end from API design, requirements, schemas to maintenance and versioning
• Partnered with external vendors such as Experian, Equifax, Onfido, Dun and Bradstreet, etc. to understand and formulate requirements.
• Developed GTM strategies and communication plans for product releases, creating launch briefs, marketing materials, and customer feedback channels
• Accomplishments:
• Orchestrated the development of 17 data partner Integrations to enrich core decision capabilities, attaining $3.2m + in ARR
• Improved agent efficiency by 23% by aggregating consumer credit data such as inquires, delinquencies, derogatory remarks and payment history into the review experience for credit underwriting
• Designed 0-1 ongoing fraud and compliance alert reasons for over 27m+ entities for fraud analysts to easily understand what alerts were triggered why
• Developed in-app reminders for agents to easily review and report on 500+ instances of continuing suspicious activity/month
• Built 0-1 review experience for account linking and account updates to detect account takeover ATO fraud for 5+ Beta customers
• Developed watchlist screening to enable 52+ customers to monitor and decision on entities that may be part of PEPs list, Sanctions or have Adverse Media against them
• Spearheaded the implementation of a self-service tool for creating, editing and archiving decision attributes, reducing manual errors and improving implementation team efficiency by 35%

Sep 2021 – Feb 2023 · 1 yr 5 mos

• Developed and executed a comprehensive product strategy for Kustomer's Core Platform team, including defining the product vision, identifying market opportunities, and analyzing customer needs and requirements
• Worked closely with engineering teams to drive the development and delivery of the security features (data masking, governance, permissions), ensuring high-quality releases on time. Specified clear and concise product requirements, user stories, and acceptance criteria
• Analyzed competitive landscape across Zendesk, Freshdesk, Salesforce, Gorgias and Gladly, including product and pricing to inform product positioning and differentiation
• Planned and executed successful product launches, including coordinating with marketing and sales teams to develop go-to-market strategies, messaging, and collateral
• Conducted privacy reviews for all product releases to assess and mitigate privacy and security risks
• Accomplishments:
• Launched API rate limit monitoring with 250+ weekly views to enable proactive usage tracking
• Implemented a product solution to monitor platform usage that impacted 27 businesses with overages
• Build a self-serve deep linking feature reducing implementation time for clients by 12 hours/month
• Managed development of security features in the Kustomer platform adding $2.7m in ARR
• Executed on a number high-integrity commits including data masking, data scalability, growth and sharding

Sep 2021 – Feb 2023 · 1 yr 5 mos

• Developed and executed a comprehensive product strategy for Kustomer's Core Platform team, including defining the product vision, identifying market opportunities, and analyzing customer needs and requirements
• Worked closely with engineering teams to drive the development and delivery of the security features (data masking, governance, permissions), ensuring high-quality releases on time. Specified clear and concise product requirements, user stories, and acceptance criteria
• Analyzed competitive landscape across Zendesk, Freshdesk, Salesforce, Gorgias and Gladly, including product and pricing to inform product positioning and differentiation
• Planned and executed successful product launches, including coordinating with marketing and sales teams to develop go-to-market strategies, messaging, and collateral
• Conducted privacy reviews for all product releases to assess and mitigate privacy and security risks
• Accomplishments:
• Launched API rate limit monitoring with 250+ weekly views to enable proactive usage tracking
• Implemented a product solution to monitor platform usage that impacted 27 businesses with overages
• Build a self-serve deep linking feature reducing implementation time for clients by 12 hours/month
• Managed development of security features in the Kustomer platform adding $2.7m in ARR
• Executed on a number high-integrity commits including data masking, data scalability, growth and sharding

Jul 2018 – Sep 2021 · 3 yrs 2 mos

• Oversaw 2 Product teams focusing on User Management and Product Platform team.
• Championed the user experience and worked closely with design teams to create intuitive and user-friendly interfaces
• Collaborated with teams of 10+ engineering, design, UX, TW and marketing professionals in all phases of product delivery (from discovery, planning, build, test, launch and support)
• Accomplishments:
• Improved UX measures for existing e-learning product which reduced quarterly support tickets by 83%
• Launched cutting-edge analytics solution for 22+ clients to empower them with in-app reporting
• Collected customer feedback through Hotjar and implemented features to improve the NPS score by 25%
• Managed complete product suite for identity and access management, data governance and sign up
• Implemented enhancements to user management that reduced 40 hours of monthly manual work for clients
• Spearheaded the development of robust and scalable RESTful APIs for CRUD operations on entities

Jun 2017 – May 2018 · 11 mos

• Designed and implemented SaaS compliance and risk management solutions for customers
• Collaborated with Chief Compliance Officers and Legal counsels to understand and resolve their pain points
• Manage technical relationship with IT teams, hold solution briefings and proof-of-concept work
• Provide ongoing support with configuring Single Sign-On and RESTful API integrations
• Develop process for bulk import of structured vendor data using Postman APIs