Resume

Summary

• I have a breadth of experience in diverse areas of technology execution, including product management, customer support, user engagement, operations, and scaling solutions.

• I’m an expert at driving collaborative product improvements through combining a knowledge of agile software development, analytics, systematic optimization, and incorporating quantitative and qualitative customer feedback for a holistic approach to delivering the best solutions.

• I thrive as part of a fast-moving, multi-disciplinary, globally-dispersed team in companies that are mission-driven and disruptive.

Experience

Senior Product Manager, Internal Tools

AdRoll.com, San Francisco

9/2013 – 11/2017

AdRoll is a well-funded, rapidly growing AdTech company experiencing phenomenal international growth as it brings predictive retargeting and prospecting display advertising to small businesses and Fortune 500 Brands alike through its self-service, cross-network advertising platform using real time bidding and proprietary algorithms.

• 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 “AdminDash” product: a scalable infrastructure with input fields to capture key customer requirements in such a way that enabled the automation of 60% of previously manual account management functions for performance optimization and budget fulfilment.

• 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.

Product Manager and Operations

Envoy, San Francisco, CA 7/2012 – 8/2013

Envoy is a personal grocery shopping and concierge service expanding across multiple markets. Envoy shoppers are considered independent business owners and Envoy's mission is to empower them to earn flexible income doing something they love: shopping and helping people.

• 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.

Product Manager, Community Support & Growth

Mamapedia / Mamasource Daily Deals, SF, CA

10/2005 - 11/2011

Venture-backed, dynamic online community for moms. Moms control 80% of household spending and use Mamapedia to support each other in making critically-important decisions for their households and personal lives. Experiencing viral growth and becoming a network of 4 million moms across America, Mamasource Local Deals was launched, surpassing 5MM in annual revenue run rate.

Mamasource Local Deals (2009-2011)

• 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 and Growth (2007-2009)

• 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 and Customer Service (2005-2007)

• 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.