-Led the launch of Glowforge Aura from prototype to delivery, managing multiple technical and non-technical workstreams simultaneously to meet critical company-wide objectives, driving $200M in sales.-Spearheaded the development of a comprehensive integrated program roadmap and strategic planning documentation for Glowforge Aura and its accessories, driving executive alignment, preventing delays, and optimizing launch operations with metrics-driven insights—delivering over $1M in OpEx savings.-Orchestrated collaboration between engineering, operations, and non-technical stakeholders, translating technical requirements into actionable insights, aligning cross-functional teams, mitigating risks, and executing a GTM strategy that delivered the product on budget and three weeks ahead of schedule.-Led the software engineering team in creating a roadmap and project management system, which enabled on-time product integration while consistently achieving sprint targets, resulting in an increased developer velocity of 30%. -Spearheaded certification project across engineering, operations, and legal teams to ensure regulatory compliance with safety and electronic standards, enabling Glowforge Aura and its accessories to be sold across the US, UK, EU, AUS, and NZ, unlocking new market access to over 30M potential customers.

-Piloted Glowforge’s first international expansion into the UK by managing strategic planning, localization, and execution (including temporary relocation), overseeing operations, web store, customer support, and compliance to ensure a seamless market entry, resulting in $50M in revenue.-Collected and analyzed market feedback from the new customer base and used insights to facilitate improvements to launch strategy and product quality, reducing return rate by 20%.

-Drove alignment with a metrics-driven proposal showcasing user and financial impact using SQL, then led the initiative with cross-functional teams to build a strong reverse logistics infrastructure and customer resolution framework for product failures and returns to solve numerous customer and operational pain points, increasing CSAT from affected users by 40%.-Led the development of a same-unit repair operation by actively capturing user feedback and building a compelling business case, achieving a 30% reduction in OpEx for out-of-warranty repairs and increasing customer satisfaction by 20% among affected users.

-Developed robust reporting frameworks, improved data integrity, and led root cause analysis that drove dozens of reliability and quality improvements, reducing product failure rates by 40% within two years, and eliminated certain failure modes.-Facilitated 5x growth of customer-facing technical and support teams by creating a scalable, user-centric internal knowledge base with clear documentation standards, empowering colleagues to adopt efficient, user-centric workflows and ensuring consistent, high-quality support and exceptional customer outcomes. -Modernized customer success tools by implementing task management software and building solutions for automated data capture and order processing, enabling support for a 6x growth in customer base.

Key Accomplishments and Skills listed under Sr. Customer Success Specialist, above.

-Managed MessageYes’s largest account called “The Edit”, that sold vinyl records to subscribers, which shortly scaled to over 50K subscribers and generated revenue over $10M. -Scaled internal sales and customer support teams’ infrastructure to enable seamless handling of subscriber engagements, accommodating growth from <10k to 55k subscribers.-Facilitated “The Edit” rebranding effort to The Sound of Vinyl and led the required technical integration to successfully close the account’s multi-million dollar acquisition deal with Universal Music Group.-Proactively built a functionality that enabled an integration of our text message technology with Facebook Messenger, leading to a 20% increase in sales.

Key Accomplishments and Skills listed under Technical Account Manager, above.