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

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 Facebook payment products.• 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 selectors were introduced.• 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 on the workflow processes, and served as the policy’s domain expert for cross-functional teams such as legal, engineering, content, and research.• 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 eliminate 24 million hours of customer wait time in a 12-month period.• 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.

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.