Leading the Product and Design teams for Post Order Customer (12M customers annually) and Agent Experiences (1200+ associates across 30+ teams), Scam, Incidents, and Returns. Accountable for optimizing contact volume, service cost, incident costs, and customer satisfaction- Developed a product and outcomes-focused Customer Service organization, enhancing team skills, clarifying roles, simplifying planning and reporting, and establishing ceremonies for deep work and team unity. This led to more successful product launches and business results with smaller, more efficient, and higher morale teams.- Product highlights include doubling the engagement of automated tools (Virtual Assistant and Self-Service) and launching a supplier-provided incident service program from the concept stage to a full launch in North America. Directed teams through each stage of product development, including product vision, product strategy, product discovery, delivery, launch, and post-launch measurement.

GROUPON is a global e-commerce marketplace connecting subscribers with local merchants by offering goods and services worldwide.Reported to Chief Product Officer and responsible for the global customer and merchant experience of Bookability of local deals (Booking), timing, and terms of Promotions (Pricing & Promotions) across all Groupon sites and mobile applications. Accountable for optimizing product adoption, user engagement, and conversion.- Increased the bookable inventory on the platform by enhancing the merchant experience. This was developed in collaboration with merchants through focus groups, usability studies, and listening tours. Product highlights include launches of Merchant Self-Serve and Google Calendar 2-way Sync. As a result, Bookable Inventory doubled, and merchant retention increased 20%.- Enhanced the frequency of customer purchases for booked inventory by a relative 20%. This was achieved through expanding the available inventory and improving customer experience. Improvements included availability badging, bookable filters, enhancements to distance filters, and availability by service provider.

Led and rebuilt product org which maintained and grew key customer metrics across the entire purchase funnel, across 3 Customer Experience teams and a fledgling Ads teamLed team to achieve global Mobile Conversion Rate goals set by Groupon Board of DirectorsBuilt and launched table stakes e-commerce features including Cart, Guest Checkout, Apple Pay, and Groupon Guarantee

Built and grew a high performance Product Team that owned the entire Goods customer journey (including Search, Browse, Navigation, Product Page, Customer Ratings & Reviews, Cross-sell/Up-sell Recommendations, Checkout, My Account, Shipping & Tracking)Invested in future product platforms for Goods via expanding SEO capabilities and building the first machine learning deals recommendations for Goods

Delivered features globally, throughout the Goods customer journey across Desktop, Mobile Web, iOS and Android App, leading a squad of designers, analysts and engineers across multiple teams, from customer problem identification through to delivery and retro

ARRYVE was a growth strategy consulting firm focused on accelerating people, projects and organizations to accomplish their goals. ARRYVE was acquired by Grant Thornton LLP in 2016. Progressed from IC role of Associate to managing multiple engagements as Manager.Led multiple engagements for various teams across Microsoft and other clients, designing various strategic and operational programs, and developing commercial launch campaigns (including global launches for Microsoft Office 365 Original and Midsize & Small Business SKUs)Developed the first Training Program at ARRYVE; coached and trained multiple cohorts of consultants

Led multiple systems implementations engagements for clients, across marketing, finance, operations and customer support areas, spanning launch and project turnaround challenges across the entire product development lifecycle

Collaborated on market research effort and creation of promotional plan for launch of blood grouping chemical reagent product line; targeting a niche market in the US. Alba Bioscience Inc., a UK based firm, is a first mover in the market of an estimated size of $50 million annually.Conducted analysis to identify hurdles to adoption of client’s asset tracking technology for RadarFind Inc. The technology allows medical institutions to track high value medical equipment and provides an inventory control and management system.

ASKARI FOOD SERVICES was a food and hospitality startup targeted at previouslyunderserved upscale government, business, and consumer accounts.Created business plan, secured financing, and developed commercialization plan for upscale food service businessScaled operations to 60 employees generating a 40% ROINegotiated and reduced purchase price for equipment by 20% with major vendorsincluding Nestle, Mazda, and Coca ColaDeveloped theme based event packages by partnering with leading industry consultantsInnovative event themes and presentations were featured in local industry publications

SOFTWEB was a full service engineering solutions company developing business enablementsoftware for global clients.Collaborated across several teams to design and develop $500,000 Enterprise Resource Planning solution for a private school system with 22 branchesLed team to research and design ERP solution for a leading Children’s HospitalCoordinated product development and support activities for client implementations withteams across the US & Pakistan

* Investigated and designed automation of contract work flow.* Managed the implementation of the 1st phase of the process resulting in savings of 10% of sales per month.