- Responsible for a ~$25M (>100 FTE + OSL) budget across SWEs, MLEs and QA for Service, Post-Order, Scam and Partner Support- Unlocked ~$400M savings across Resolution Costs, Scam avoidance & Opex (incl. ~$40M/yr patent-pending Issue-Based Routing)- Rolled out an industry-leading contact center management solution (ServiceHub: -14% AHT, +6.5% CPH, $9.3M/yr savings) and aWorkflow Platform. (1.9x experimentation velocity, 4.8x component r eusability, $3M/yr SWE opex cost)- Impressive Engineering Excellence and Tech Transformation results targeting developer velocity (+152% deploys/engineer, +172% deploys/month), QoS (-70% MTTD, -40% MTTR, +7.8% uptime), cost of QoS (<12% capacity on KTLO, same velocity with 24% fewer engineers), monolith decoupling (-52% # of files, +51% decoupled traffic)- Trailblazer GenAI/MLE team focussing on contact summarization, response recommendation, knowledge gateway (results underway)

- Led a team of ~60 engineers across 9 atomic teams handling all platforms for Sales (B2B, B2C) and Service- Co-authored the vision for the Post-Order Service Platform with product partners, and supplemented it with a technical and engineering excellence vision- Launched Digital Channels (Chat, SMS, WhatsApp) at scale to cover 32% of contact volume across brands and locales for Service, expanded it to B2C and B2B Sales - $4.7MM/yr in contact costs in Service, and $27MM/yr in increased Sales- Launched the Routing & Assignment platform for digital channels yielding >$20M in cost savings, new channels & Ops restructuring

- Improved Specialized Service (Case Management) productivity by 20%, improved Frontline Agent call handle time by 15%, and brought down Customer Felt Time to Resolution by 27%- Grew the team from 6 to 24 engineers over 18 months, carving out 4 healthy atomic sprint teams- Launched an internal ticketing platform

• Set up an internal continuous synthetic performance monitoring system based off of WebPageTest.• Worked with middle and senior management across Operational Engineering and StoreFront to establish the 4 main KPIs and Wayfair Targets for Web-Performance, based on industry standards and competitor data.• Enabled 'Early Flushing' of the header across our brands to improve perceived performance, start render time and above-the-fold-rendering Time (Speed Index).• Instruct classes for Wayfair Labs participants (bootcamp students) and Storefront PMs regarding basic web performance onboarding concepts such as Page Lifecycle, WebPageTest, Client (Chrome DevTools) and Server side (XHProf) profiling and Performance monitoring at Wayfair.• Performed initial research and evaluation of the HTTP/2 protocol to lay out the roadmap of implementation for the team.• Involved with the design and framework for the overhaul of internal Real User Monitoring (RUM) system.• Held monthly profiling deep-dive sessions to find optimizations in the current StoreFront code and pages

• Designed a new inventory reservation system independent of events for Wayfair's flash sales websites.• Created a rudimentary CMS homepage for Joss&Main to enable curators have a customizable layout grid and image sizes. • Worked on setting up the flash sales systems, databases, tools and processes be cross-datacenter accessible for the UK version of the websites. • Designed, developed and maintained software tools for Flash Sales website: www.JossandMain.com.

• Created personalized homepage for each customer to promote conversion and activation rate.• Created an in-House Event Management software suite used for flash sales sites: JossandMain, AllModern & Daily-Sales.• Designed, developed and maintained software tools for Flash Sales website: www.JossandMain.com.

• Developed and maintained internal tools – Project Tracker, DC Load Shipments and WMS.• Created a product feed system for third-party marketing partners like Google Affiliates, Google Merchant and Struq.• Developed a mailing system to gauge customer satisfaction through Net Promoter Score (NPS).

• Developed a Vendor Scorecard Mailing and Photo-Upload systemto minimize damaged pallet infractions, leading to $1.1million in EBITDA savings/year.• Improved Store Delivery and Replenishment modules of an in-house Warehouse Management System• Design and development of internal systems using VB.Net & DB2.• Conversion of legacy software to .NET4.0 and Infragistics 2011.

• Developer for ciHUB (http://dev.cihub.org/), a HUBzero initiative for concept inventories (CIs)• Develop web surveys, online tests and applications deployed to over 6 universities• Manage the First Year Engineering student database for over 300,000 students• Lead developer for Admit Record Upload System and Student Information (SI) system

• Taught complex concepts involving C and FORTRAN with assistance from the graduate TA• Instructed a class of approximately 70 students• Grade assignments, exams and held office hours.

• Identified and approached target customers for pilot accounts• Coordinate with other executive heads on the implementation of company's operational plans• Define the technological strategy with the development team of the project

• Facilitate Joint Application Design (JAD) sessions in multidisciplinary teams• Train Business Units and users on the use of Campaign Finance Applications• Document Process Models & develop Business and Functional Requirement Documents (BRD/FRD)

• Managed the technical and social features of HUBs supporting knowledge generation using ATLAS.ti and SPSS• Developed a conceptual framework to generate new intellectual capital• Research on 'The Emergence of Collaborative Social Structure in nanoHUB Cyberspace'

• Helped patrons with multimedia, video and photo editing, CATIA• Created an environment for instructional staff to engage students in multimedia development