As the Product Lead for CRM in Scopely's Game Platform team, I am responsible for our Messaging, Experimentation, and Machine Learning (ML) product offerings. My current responsibilities and contributions include:Team Leadership: Leading a dynamic product team, cultivating a culture of innovation and high performance.Strategic Planning: Developing and implementing a comprehensive product strategy, aligning with Scopely's overarching goals and the specific needs of game teams.Product Management: Managing the development and enhancement of CRM tools, including advanced messaging and experimentation platforms, and utilizing machine learning to enhance user engagement and retention.

In this pivotal role, I led the development and execution of a world-class experimentation platform, enabling game teams to optimize their titles effectively. Key responsibilities and achievements included:Strategy Development: Crafted and executed the product strategy for experimentation, integrating diverse inputs to prioritize high-impact initiatives.Experimentation Platform Leadership: Delivered a robust experimentation platform, facilitating game teams in optimizing game performance through targeted experiments.Machine Learning Implementation: Identified and developed machine learning applications for live titles, focusing on recognizing and re-engaging players showing signs of decreased engagement. This initiative significantly improved player experience and retention.

In this role, I focused on optimizing retention, engagement, and monetization for live game titles. Key responsibilities and achievements included:- Leading A/B testing initiatives to enhance game performance, leveraging data analysis for insightful game development strategies.- Collaborating closely with game production teams, aiding in experiment design and analysis to align with game objectives.- Implementing performance monitoring tools for real-time metric tracking, contributing to significant improvements in user retention and revenue.

At NetSuite, my primary responsibility was to enhance the Procurement solution within the ERP suite. My role involved:Product Research and Discovery: I dedicated myself to the research and discovery phase for improving the Procurement solution, setting the stage for future development in the absence of an established development team.Evaluating Fit and Learning: While immersing myself in NetSuite's approach to product development and its corporate culture, I realized that it presented a different environment from my expectations. This period, however, offered significant learning opportunities and insights into varying business methodologies and cultures.

Self-Service Product Lead• Responsible for integrating and running in-app help centers within all live games: +1M users p/m, 350% increase in users helped YoY, 60% ticket deflection with high user satisfaction• Rolled out our first proactive customer support initiative which directly impacted user retention and increased support reach by 170%• Managed feature development and the re-design of our community platform reducing bounce rate by 15% and increasing user to user interaction• Designed a conversational bot which automated 95% of our Facebook Messenger traffic with high user satisfaction• Developed a product framework to ensure our development teams focus on the most valuable initiatives• Implemented a user testing framework to allow us to validate feature ideas, better understand user behavior and provide product insights

• Led a team of developers, UX, QA and data scientists to drive the product vision for customer support technology• Ensured the team had a thorough understanding of the business objectives to assist them in designing and implementing optimal solutions• Introduced a prioritized backlog with refined user stories which increased the team's velocity by 20%• Drove focus and eliminated distraction which aided us to deliver on quarterly missions and objectives• Improved communication and collaboration across the company while being the internal point of contact • Gained a deep understanding of our users and market to shape the product roadmap and make effective product decisions

• Responsible for carrying out quantitative and qualitative analysis to help games teams better understand our players and make product decisions • Designed a purchase dispute automation to help scale our support model• Defined and monitored department KPIs to measure performance and effectiveness of implemented strategies • User journey mapping to understand all user flows and identify opportunities to improve UX• Eliciting, simplifying and documenting requirements for our tech teams to design and implement• Project Management activities: initiation, planning, execution, budget management, performance, and close