Brandon M. Email & Phone Number

San Francisco, CA, US

San Francisco, CA, US

TPM supporting the Monetization, New User, and Platform teams.

Menlo Park, CA, US

• Managed product launches and cross-functional projects to define and execute a scaled support strategy, increase operational efficiency, and influence key stakeholders to deliver a better customer experience with.
• Developed and presented the strategic business case for a joint, interoffice initiative with Ads Payments Engineering, defined tasks, and maintained the project road map through delivery of the top 7 objectives.
• Coordinated the technical delivery of support form selectors to maximize customer efficiency while creating 1.7 million support cases in a 12-month period, which resulted in a 7.2% lift in submission rate after the.
• Drafted Facebook’s first-ever Purchase Protection Policy based on the company-wide goal to strengthen trust and safety with Facebook payment products. I process mapped support agent claim handling, trained colleagues.
• Performed as team’s technical program manager, defining and scoping requests, training colleagues on technical system implementations, and coordinating execution with a variety of interoffice engineering teams.
• Served as team’s primary mentor for new hires, which included project scoping, work product reviews, weekly feedback and coaching sessions, and learning and development training.

• Led projects to build and maintain a scaled data and reporting infrastructure, implement technical solutions to drive scale, and improve processes to boost operational and customer efficiency.
• Utilized data and authored Haskell code to automate 1 million support cases (45% of Payment Operations support), save $5.4 million in support agent costs, reduce support agent handling time by 90 thousand hours, and.
• Mitigated organizational risk by creating a scalable data infrastructure and reporting system of 87 data tables and 29 Tableau dashboards to monitor the health and performance of Payment Operations.
• Devised automated issue-based customer support data infrastructure and reporting system for 2.9 million support interactions a year.
• Strategized and managed project to redefine customer support forms to maximize customer efficiency by decreasing support form length by 50%, increasing submission rate by 83%, and increasing automation by 24%.
• Mined data to save users 162 thousand hours of wait time on payment re-enablement appeals by authoring Haskell enhancement to re-route all incoming support cases to the appropriate team.

Bloomington, Illinois, US

• Employed data mining programs to develop actionable intelligence to deter individuals and organized groups from receiving payment for non-meritorious claims.
• Created data analytics scripts that reduced the screening process by 88% and the status update process by 83% for SIU claim projects.
• Analyzed data to launch 32 SIU projects, which accounted for 90% of SIU injury claim assignments and resisted $9.6 million in non-meritorious payments.
• Inspected data to identify opportunities to pioneer real-time unstructured query language policies to increase SIU claim retention by 108% during the claim screening process.