Executive responsible for overseeing Stripe global operations' enablement technologies, including feature roadmap, vendor management and budget

Senior Product Leader and Lead Strategist responsible for Charter's "Ask Spectrum" chatbot/live chat messaging platform for Customer Support and Sales. Responsibilities included owning chat self-service strategy & roadmap, chatbot automation/implementation, digital adoption, product management & program delivery, chat operations support, chat routing, platform stability, KPI definition & microstrategy reporting, and building a high performance team

• Led PayPal's digital contact transformation of its Help Center, growing customer engagement to more than 22MM unique visits per month, and reducing contact volumes and cost of contact to an all time low• Accomplishments included the global redesign of help center and contact us websites, integration of technical help content, and introduction of SEO, site-wide search (filtered / federated using elastic search), contextual help, and intent prediction models• Led the proactive customer care program, which uses machine learning to deflect potential contacts by presenting automated "Best Next Actions" to the customer throughout their contact journey

• Led enterprise-wide initiatives to reduce contacts and encourage customer self service• Responsibilities included launching merchant help center, implementing cadence/ defining metrics & reporting to drive help center content improvements, overhauling process for publishing help center alerts, identifying and resolving pain points that result in repeat contacts, and supporting customer recovery efforts in P0/P1 events• Redesigned and developed communications strategy for PayPal Global Operations' teammate incentive plan, the largest variable compensation plan of its kind within the company

• Reported to the VP of Asia-Pacific Customer Service Operations and led team responsible for supporting day to day call center operations in China and Malaysia• Responsibilities included overseeing operational cadence for business and functional reviews, KPI reporting and business performance updates, annual strategy planning, leadership goal-setting, budgeting, site-wide employee and top talent-leader engagement programs, executive escalations and leadership internal communications

• Built and led team responsible for APAC Voice of Customer insights (i.e., NPS, crRR, ASAT)• Responsibilities included managing operational cadence for metric-driven business reviews, creating and managing KPI-based reporting, root cause analysis, customer insights and process / product recommendations to improve the customer experience

Responsible for program management of global online help program that included launches of community forums, virtual agents, email, and redesigned help center/ contact us websites

Led various projects in support of MIT-China Leaders for Global Operations, a full-time, dual degree MBA and MS Engineering program at MIT (in partnership with Shanghai Jiaotong University)