-Led a multidisciplinary team of Data Scientists, BI Analysts, and Junior Analysts to support the Customer Care team by designing and executing A/B tests for policy optimization, developing and maintaining dashboards for data-driven decision-making, and delivering weekly executive metrics reports-Productionized machine learning model to identify and mitigate return policy abuse, overseeing end-to-end processes including model training, testing, and operational deployment, achieving a 1.5% reduction in customer credit/refund expenditures-Conducted 20+ A/B tests to validate new software functionalities and optimize policies, reducing out-of-policy customer compensation by 10x and driving a 10% overall reduction in total customer compensation, all while maintaining customer satisfaction and Net Promoter Score (NPS)

-System Integration Testing: Directed software integration testing between Warehouse Control System and Warehouse Management Software for a 2,000-box/hour AutoStore ASRS, designing and executing 10+ test scenarios to ensure seamless fulfillment and replenishment processes-Total Quality Management: Managed the end-to-end customer error reporting process, including customer communication, error recovery strategies, metrics reporting, and RCCA, achieving a 10% reduction in assembly errors and a 300% increase in agent policy adherence-Product Operations: Led the launch of a new software capability that reduced manual intervention by customer care agents by 80%, including testing functionality, gathering agent feedback, and managing the launch schedule.

-Launched the Technical Support Organization Time to Resolution Project and identified process improvement opportunities to reduce the resolution time of the organization's 7,000 cases/year by the Support Engineer team across three global regions, consisting of 30 technical resources-Scoped project improvement opportunities to roughly 4,000 support cases, using best-subsets, logistics regression, and confusion matrix methodologies to determine leading indicators for long-running support cases-Resolved organizational gap that prevented proactive interventions of cases by building a Tableau dashboard to monitor live case-load and hot spots preventing bottlenecks in the support process

-Directed a $14M business unit consisting of a team of 50 production associates, supervisors, and engineers; responsible for monthly on-time and on-cost delivery of over 1K SKUs of high-mix/low-value titanium and stainless steel components for more than 10 aerospace OEM customers-Expanded manufacturing capacity by 33% by developing capacity model, setting up a new production line, and rapidly onboarding 11 new operators over the span of four months-Reduced delinquency by 50% over 12 months by reducing stagnant inventory, optimizing production lot sizes, and increasing velocity, resulting in a 20% increase in operational efficiency

-Deployed prototype Digital Andon system on the production floor to support the manufacturing line, resulting in a 20% decrease in inventory on NPI high-volume products. Helped drive 10+ UX improvements and 8x increase in data refresh frequency by gathering qualitative and quantitative feedback from factory floor users-Created digital dashboards for production line to support transformation from batch manufacturing to single piece flow through the use of real-time data, resulting in a 50% reduction in inventory and lead time of legacy military products with $0 CAPEX spend

-Transformed daily production planning decision-making process of a highly delinquent production facility by implementing a digital inventory tracking system, reducing working capital by 15% and overdue products by $2.5M

-Managed $4M, 16-direct report manufacturing cell for high-cost/low-volume military jet engine components, reducing backlog by 75% through increasing process efficiency and improving product flow-Led a cross-functional team of engineers, quality specialists, and DCMA to develop a rework process that salvaged $1M in defective products, increased manufacturing yield by 60% through CNC machine refurbishment, and established long-term process stability by implementing a preventive maintenance schedule

-Redesigned the machine layout and optimized standard work for military jet engine components cell, achieving a 50% increase in productivity and gaining Green Belt certification-Developed a VBA program to automate the scheduling of safety-critical inspections for an EH&S organization, reducing manual workload by 90% while ensuring OSHA compliance