A few things I’ve worked on.

  • Led global Product Insights at Airbnb, embedded in all product teams across the company

  • Along with the 3 managers who reported to me, was responsible for a global insights team of over 20 full-time employees (FTEs) and nearly 50 outsourced FTEs

  • Recruited 75% of my team from employees within Airbnb because I deeply believe in prioritizing internal growth opportunities whenever possible

  • Helped 30% of my team go on to become product managers or data scientists both within Airbnb and at other companies

  • Co-led the cross-company initiative at Airbnb that brought all of our quality metrics and bug reporting into one platform shared across Product, Engineering, Design, and Customer Experience

    • That same initiative turned into a top company priority resulting in tens of millions ($USD) saved annually because of fewer product quality issues (and therefore, fewer customer contacts)

  • Served as a cross-company mentor, meeting with employees to work on professional, and sometimes personal, goals

  • Served as a core-values interviewer, focused exclusively on senior- and executive-level hires

  • Served as Chief Operations Officer

  • Oversaw migration of organization from its 10-year fiscal sponsor into its own independent entity as a 501 (c)3

  • Developed ongoing reporting to fiscal Board in partnership with outsourced controller

  • Implemented US-based payroll in 5 states

  • Co-led the organization’s first priority, goals, and KPI-setting process

  • Developed first professional development curriculum for people leaders in the organization

  • Streamlined workflows, needs, and budgets of the organization’s core programs

  • Led initiative to source and launch organization’s community-matching platform

  • Managed Internal Communications function responsible for product-launch and policy-change readiness for 11 outsourced call centers of hundreds of contact center agents

  • Co-led the launch of Netflix’s Help Center

  • Managed creation, maintenance and localization of [internal] knowledge base + [public] help center

  • Served as customer liaison to Product, Payments, Engineering, Legal and Marketing teams for all product operations needs related to new product and content launches and/or policy updates

  • Lead effort that reduced customer support agent workflow inefficiencies resulting in just under $1M in annual savings

  • Developed and launched first customer accommodations (“make goods”) program for Google Play Store

  • Took over customer dissatisfaction analysis program, rolling out new processes improvements to 5 global product support groups