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