- High volume hiring to support explosive growth. Exceeded hiring goals to create two fully staffed teams, from scratch, in six months- Researched, benchmarked, and set an application response time SLO. Compliance started below 70%, moved to 99.8% in six weeks- Solved the #1 customer complaint of noisy audit log notifications

- Increased NPS by 15 points by shipping long-delayed features- Increased the developer activation rate from 40% to 95% by improving onboarding- Shipped #1 customer request, stalled for 5 years, in 45 days from first commit to GA- Killed a little-used feature that had blocked $25m ARR from migrating to the next version (5 prior attempts had failed)- Reduced pod startup time from 10 minutes to 45 seconds, unlocking autoscaling and savingsTo help the org through change, I took on multiple teams including Auth, SRE, and Accounts, but my main "home" team was responsible for our largest enterprise customers and 90+% of our ARR. Tech: Kubernetes, Node, React, RabbitMQ, Prometheus, Grafana, DataDog

A short stint wherein I drove the team and company to ship the first user-facing anti-abuse feature in five years.Team dissolved amid general tumult at Twitter in 2016

Trello was born at the incubator Fog Creek Software, where I worked in nearly every capacity over 7 years. We also created StackOverflow 1.0 at Fog Creek.- Created the 20% time innovation program that yielded Trello. Member of the founding Trello task team. Scaled Trello support to 1.3M MAUs with only one customer support rep- Wrote ETLs to amass financial and usage data across heterogeneous systems. Applied ML to create a health score that drove many decisions- Managed EMs, SREs, IC’s, technical operations, recruiting, everything- Developed StackOverflow 1.0 into an enterprise-ready product, then sold the business back to StackOverflow, who turned it into StackOverflow for Teams- As GM, ran a BU with $10m in ARR in multiple lines of business. P&L responsibility. Responsibility for product, engineering, HR, sales, and support. - “Along the way, Rich created the greatest engine of talent development Fog Creek has ever known.” Joel Spolsky, farewell blog post

The third member of "AdWords Premium Operations", a team focused on supporting the growth of the brand new AdWords business globally among enterprise customers.- Provided on-the-ground training and consultation for enterprise sales teams in Paris, Milan, Tokyo, Hamburg, London, many state-side offices- Created Google’s first click spam detection methodology to drive enterprise confidence in our bills- Grew the Premium AdOps team to six in New York as the senior IC- Auction strategy consultation for $1m+/month customers, Amazon, Ebay, Capital One, etc.- Data mining with Python to derive team metrics and drive management decisions- Urchin Acquisition Integration Team. Urchin became Google Analytics. I led the technical integration of Urchin's operations arm into GoogleTech: Python, MySQL, Javascript, AdWords, statistical analysis