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* Released a number of features within the AdRoll UI that drove operational efficiency for internal admin users, as part of a continuous series of helpful incremental improvements addressing workflow pain points. Very well received by users, the improvements collectively amounted to a workflow time savings of 15% and a 27% satisfaction increase (as measured via likert scale surveys conducted at 6 month intervals).* Launched an integration between AdRoll’s Salesforce instance and native data, enabling automation of workflows, and unlocking reporting at scale for the international Sales organization.* Released an overhaul of the billing and payments infrastructure, and launched foreign currency support (working cross-functionally with every engineering and product team), to seamlessly roll out support for multiple millions of dollars worth of monthly non-USD revenue transactions from EMEA and APAC Markets.* Rolled out an operationalized, automated reporting system that reduced workload of internal account management employees by 20%.* Created and launched AdRoll’s “AdminPro” product: a scalable infrastructure with input fields to capture key customer budget and performance requirements in such a way that enabled the automation of 60% of previously manual account management functions for performance optimization and budget fulfillment.* Scaled and localized AdRoll’s internal email system through 3rd party integrations that enabled email address verification, localization of email templates, and off the shelf analytics and A/B testing capabilities.

* Identified and defined demographic fit for the Envoy Personal Concierges.* Developed and fine-tuned online training, spearheading the creation of the Envoy Way, enculturation instilled at scale, resulting in a network of shoppers who consistently delight customers (as reflected by a Net Promoter Score of greater than 70).* Created and managed scalable, repeatable processes for recruiting, vetting, training, and onboarding personal grocery shoppers, with industry-leading cost per candidate and turnaround time, enabling the fast and remote launch of new markets on demand (in a matter of weeks).* Integral part of the small, agile team responsible for launching and growing this company, contributing to the conception and creation of a strategic roadmap, MVP product features, backend algorithms, branding and marketing approaches, pricing model, operations, and scalability.

Mamasource Local Deals (09-11)* Worked collaboratively with engineering team to create a local deals platform (both consumer-facing front-end, and back-end content management interfaces), including payment integration, in 60 days.* Optimized conversion on key flows (sign-up, purchase and sharing), using detailed data tracking and analysis, and A/B testing to achieve over 20% monthly revenue growth.* Worked closely with affiliate team, marketing team, customer support team, sales team, and production team to continuously deliver the features and technology needed to enable their success.Community Development & Growth (07-09)* Grew the user base from the first hundred beta members to over 4 million members through implementing and iterating multiple viral sharing programs via email and Facebook.* Successfully completed a site-wide redesign/rebranding effort, serving as product owner and liaising between business, engineering, and design teams for timely delivery.* Designed and implemented core site features such as Daily Digest email, feedback mechanisms, and private messaging that increased user engagement, retention, and content creation, expanding average user time on site to more than 20 minutes per month.Community Operations & Customer Service (05-07)* Triaged Customer Support tickets, identified trends, created and scaled directory of responses.* Designed and led development of a custom-built, scalable internal CS platform (including internal reporting and auditing systems) that grew to support millions of users.* Established guidelines and community “DNA,” culture, etiquette, and site features to instill an “Atmosphere of empathy”: a differentiated supportive online culture with a high NPS score.* Recruited, trained and managed staff of 18, across three remote teams, who handled all customer service and community moderation, with high CSAT and 24 hour turnaround time for 30,000 monthly content items and hundreds of daily support emails.