Led ideation, technical development, and launches for the AI Assistant, including the automation of the highest inquiry driver related to account status, resulting in an overall increase of 50% for self-service resolution by integrating with Customer Data Platform (CDP) to check the customer’s account status and providing the next action for the customer to resolve their issue. Coordinated with design and engineering teams to define product requirements and vision for the Generative AI-powered assistant that proactively predicted the customer’s needs using CDP and our Knowledge Base, resulting in an increase in adoption of the AI Assistant by 27%.Successfully owned and executed on multi-quarter roadmaps that accounted for various internal and external interdependencies, and shifting priorities while ensuring cross functional stakeholder alignment across the organization (Sr. leadership, legal, data, etc.).Collaborated with other product/program managers to ideate and define LLM-prompt requirements for other genAI-powered agent experiences including conversation summaries, labeling, agent copilot and how to leverage capabilities and knowledge within the customer-facing AI Assistant for agent experiences.

Collaborated closely with product and engineering teams including Square Loans team to gather first-hand feedback and ideating recommendations to integrate feedback into product iterations, and influence product strategy.Identified post-launch issues for new Square Hardware using JIRA to drive prioritization for bug fixes and QA.

Analyzed branch performance data to identify trends to inform coaching strategy for tellers, resulting in an increase in CSAT scores from 70% to 90%.

Collaborated with cross functional partners across different lines of business including Mortgage, Small Business and Private Banking to build relationships with clients, and obtained the highest partner referrals in the district. Provided financial education services at local universities and non-profits aimed to set up at-risk youth and job-seekers for financial success.