# Andrew Sandler > Director of Innovation @ Adobe | Focused on self-serve, AI, and multi-sided platforms | 400M+ visits/yr, 250M+ uniques; enterprise A/B at scale; Design→Product leader | ex-Walmart, Salesforce, eBay Location: San Jose, California, United States Profile: https://flows.cv/andrewsandler I turn support into growth. I lead Adobe’s global Help ecosystem (400M+ visits/year; 250M+ uniques), influencing double-digit millions in revenue and lifting Help CSAT +15%. I operationalized genAI end-to-end and made experimentation a divisional discipline. Adobe — Director, Innovation & Experience Strategy (2019–present) Lead the global Help platform (1.2M+ assets; 26 languages) with 7 directs; influence 100+ across product, engineering, content, and analytics. Platform modernization driving double-digit millions in influenced/retained revenue and +15% CSAT. Operationalized AI/ML: customer genAI summaries (6.5M+ renders; ~50% search CTR reduction), agent tools, and authoring assistance delivering measurable quality lift and ~30% faster time-to-publish. Built server-side experimentation program (1M+ sessions/week); set enterprise standards for AI-ready content and experimentation governance. Own engineering roadmap across four workstreams partnering with 20+ engineers. Grand Rounds — Head of Product Design & UXR (2018–2019) Scaled 17-person org for B2B2C healthcare platform (125+ enterprise customers; nine-figure ARR). Mobile-first overhaul achieved 90% task success and strong user preference; homepage optimization drove step-function gains in activation and service utilization. Groupon — Director, Product Design (2015–2018) Led 11-person org serving multi-country marketplace (historically 28 geos). Merchant Center redesign delivered sustained satisfaction gains (+200 bps QoQ), faster self-serve workflows, and reduced support burden. Eventbrite — Sr. Director, Design & UX (2014–2015) Led 17-person org. Orchestrated 16-week responsive overhaul and design system that expanded discovery, delivered to revenue plan, and cut mobile checkout steps ~40% to accelerate conversion. WalmartLabs — Director, UX (2011–2014) Directed product design for Walmart.com and led platform design under the CTO; built 13-person, multi-geo team (US, Brazil, India). Modernized cart/checkout and omnichannel journeys, delivering double-digit conversion lift at peak season; co-created enterprise UI framework that reduced implementation effort. Salesforce — Sr. Manager, UI Design (2006–2007) Led 12-designer team; launched centralized UI pattern library and governance adopted across core CRM workflows. Product-led growth • AI/ML-powered self-serve • Experimentation at scale • Multi-sided marketplaces • Platform modernization • B2B2C • Internationalization • Cost-to-serve optimization Board service: Good Karma Bikes, Guadalupe River Park Conservancy ## Work Experience ### Director of Innovation and Experience Strategy @ Adobe Jan 2019 – Present | San Jose, CA * Director owning product strategy and operating model for Adobe's global Help ecosystem (1.2M+ assets; 26 languages; 400M+ visits/year; 250M+ uniques), turning support into growth via self-serve resolution, app activation, and commerce integration (multi-million-dollar incidental sales). * Shipped "Help Next" platform rewrite — standardized 7 content types, modern IA/taxonomy, and deep product links; now powers 60%+ of Help traffic, with 25% of content transformed and multi-million annualized retained ARR. * Built Help Platform experimentation and personalization: server-side testing, GEO-aligned markup, and disciplined governance; run A/Bs on next-best action recommendations to drive app launches and billing completion. * Operationalized genAI across customer, support, and authoring workflows: millions of customer-facing summary renders; support agent desktop summaries in production; authoring beta driving ~30% time savings; Adobe.com pages now 100% readable by LLM bots via partnership with the LLM Optimizer team. * Lead a hybrid organization: core team of product managers, production support engineers, and personalization/experimentation specialists, with a matrix of Designers, Content Strategists, Development Editors, Writers, Insights Analysts, plus agentic authoring tools; set roadmap, milestones, and standards across functions. * Own engineering roadmap across four workstreams (Help Platform, Agentic Answer Agent + MCP, Authoring Tools, AI/ML Recommendations) spanning multiple engineering teams; partner closely with Assisted Support, Adobe.com Platform, Product Marketing, Product Management, and Engineering. * Outcomes: +15% Help CSAT; materially reduced Help-sourced chats; sub-1% Support Conversation/Visit rate; tens of millions of MAU from Help surfaces; low pages-per-visit indicating faster resolution; GEO/SEO advances increase "resolution without a visit." ### Non-Profit Board of Directors Member @ Good Karma Bikes Jan 2025 – Present | San Jose, California, United States Governance for an award-winning social enterprise bike shop (3,200 clients/year; 1,094 bikes granted; 193 tons of landfill diverted; Metro Silicon Valley Best Bike Shop 2016–2025; Barclays Top 10 Social Enterprises 2023; CBS News Bay Area ICON 2026). * Leadership advising to staff across retail, refurbishment, mobile clinics, and Park Tool School with 4 FTE, 3 PT, and 11,416 volunteer hours. * Built and institutionalized the board candidate vetting process; vetted two director prospects. * Tech/marketing boost: launched SEO measurement discipline achieving first-ever full Google indexing; secured Adobe Creative Cloud to scale content. * On hiring loop for Director of Fund Development—hire made. * Quarterly board cadence; ~12 hrs/month; bi‑monthly volunteer service. ### Member of the Board of Directors @ Guadalupe River Park Conservancy Jan 2025 – Present | San Jose, California, United States ### President of the Board - Non-Profit Board Member @ Guadalupe River Park Conservancy Jan 2023 – Jan 2025 | San Jose, California, United States ### Vice President - Nonprofit Board Member @ Guadalupe River Park Conservancy Jan 2021 – Jan 2023 | San Jose, California, United States ### Principal - Design and Research Consulting @ ALS Squared Jan 2019 – Present | San Jose, CA Working with startups to craft stronger design teams, architect better design processes, and gain deeper user insights ### Head of Product Design and User Research @ Grand Rounds, Inc. Jan 2018 – Jan 2019 | San Francisco * Head of Product Design and User Research, I scaled and led a 17-person, multi-disciplinary team spanning product design, brand/marketing design, and UXR. Reporting into Product leadership and engaging with the extended executive team, I owned the UX for member web and mobile, provider experiences for virtual Expert Medical Opinions, and Care Center tooling—delivered in a HIPAA/SOC 2/HITRUST setting with WCAG-compliant front ends. * Partnered with Fortune 500 self-insured employers across retail, e-commerce, and insurance—serving 125+ enterprise customers, 5.2M covered lives, and $100M+ ARR. * Launched a company-wide mobile overhaul initiated through 7 Design Sprints (Q4 2018); achieved 90% task success in testing, 47/50 user preference over status quo, and moved 3 initiatives directly into the product roadmap. * Delivered homepage optimizations that materially increased member activation: +514% billing-claim support cases, +81.7% Care Team conversation starts, +8% “find a doctor” searches, +6.5% service starts. * Stood up a scalable design system across platforms; standardized patterns cut implementation overhead by 15–20% and improved time-to-ship. * Partnered with Product, Engineering, and Clinical Ops to improve provider and Care Center workflows; established research operations and insights cadences that de-risked roadmap decisions. ### Director of Product Design, Merchant @ Groupon Jan 2015 – Jan 2018 | San Francisco Bay Area * Led an 11-person product design org (product, visual, interaction) across the US and Europe; supported 8 PMs and 10 engineering squads for the Groupon Merchant Center and Goods Portal in 28 countries. * Set design strategy and portfolio roadmaps with the VP of Goods and VP of Merchant Services; partnered closely with Directors of Engineering, with frequent in-person sprints in Chicago HQ and Berlin. * Shipped the 2017 Merchant Center redesign (web + responsive mobile), driving a sustained +200 bps QoQ lift in Merchant Satisfaction (MSAT) and faster task completion across devices. * Owned high-impact domains in Merchant Center—Redemption and Analytics/Reporting—reducing redemption friction and support burden while increasing self-serve insights usage. * Led design for the Goods Portal’s marketplace operations: catalog creation, bulk inventory upload, pricing rules, and 3PL integration—improving listing speed and operational accuracy. * Instituted a research-first approach (merchant firmographics, interviews, field studies); the team’s award-winning Merchant Journey infographic aligned Product, Engineering, and Operations and anchored roadmap priorities. * Formalized design operations (component libraries, review cadences, research pipelines) to improve cross-squad velocity, consistency, and quality. ### Expert in Residence - Design Leadership @ Rippleworks Jan 2018 – Jan 2018 Rippleworks pairs top business and technology experts with innovative, rapidly growing social ventures around the world. Beyond advising, rippleworks is solving real problems: volunteer experts work with ventures to jointly solve an immediate and critical scaling challenge. * Philanthropic Expert-in-Residence at Rippleworks, advising Yoco, South Africa’s SMB payments/POS leader empowering local businesses. * Provided executive-level guidance to PM/Design (with CEO/CTO/CMO collaboration) on user-interview rigor, mixed-methods studies, and a durable Voice of the Customer program; participated in design crits and roadmap planning. * Led a high-stakes trade-off conversation (deep product improvement vs. portfolio reach); guidance continues to inform leadership and is still cited by the CTO. * Yoco expanded to ~29k customers (from ~17k) and doubled revenue to ~$8M during the engagement (South Africa). ### Sr. Director of Design and User Experience @ Eventbrite Jan 2014 – Jan 2015 | San Francisco, CA * Led a 17-person, SF-based org spanning Product Design, UX Research, Visual, and Brand; reported to VP Product and partnered with Directors of Engineering, CMO, and GTM. Inherited, consolidated, and streamlined the function; later transitioned Brand under the new CMO. * Orchestrated a 16-week responsive overhaul across Organizer (seller) and Attendee (buyer) surfaces with a new design system (4 Designers, 2 PMs, 12 Engineers). -- +450% homepage-driven event engagement (discovery) and +275% events published via homepage entry. -- 110% to revenue plan for purchases originating from the homepage; 38-point reduction in the mobile–desktop bounce-rate gap; standardized pages and infrastructure. * Re-architected mobile checkout (emphasis on free events, >70% of catalog), cutting required steps by 40% to reduce friction and accelerate conversion. * Built international design capability in London via onsite working sessions to localize and speed EU delivery. * Modernized design ops and research stack (Sketch, InVision, UserTesting) and embedded research/analytics into product planning to improve velocity and decision quality. ### Director, User Experience - Walmart.com @ @WalmartLabs Jan 2013 – Jan 2014 | San Bruno, CA * Directed a 5–10 person product design organization for Walmart.com at holiday ’13 scale; led design reviews on the critical path with VP Design, VP Product, Sr. Director PM, and coordinated with Merch/Ops. * Instituted a rigorous experimentation and validation workflow (SiteSpect + Site Analytics) to de-risk high-traffic changes; prioritized conversion-driving UX for cart, checkout, and tablet experiences across omnichannel journeys. * Drove >20% conversion uplift May–Nov by focusing on session-level cart abandonment: simplified checkout interactions and optimized tablet usability to reduce friction. * Enabled “free shipping over $X” threshold across 99% of online items through UX and content design improvements that clarified eligibility, fees, and delivery promises. * Implemented delivery date and channel availability messaging (ship-to-home vs. pickup), yielding a material decrease in WISMO inquiries and clearer fulfillment choices. * Led UX for Baby and Wedding Registries, Wish Lists, and Save-for-Later; first-generation release generated 7,000 incremental lists/day in its first month. ### Director, User Experience - Platform, Commerce Services, and Tools @ @WalmartLabs Jan 2011 – Jan 2013 | San Bruno, CA * Led the Design function for Platform, Commerce Services, and Tools under the CTO—scaling systems, service design, and cross-geo operations to enable the shift from monolith to microservices. * Founding charter member at the initial offsite that set the modernization strategy and Design mandate. * Built a 13-person Design team across the US, Brazil, and India; founded the Bangalore hub with three inaugural hires and established career ladders, operating rituals, and quality bars. * Institutionalized Service Design (personas, journeys, blueprints) and co-developed an enterprise UI framework/design system with the San Diego acqui-hire—adopted across multiple dev orgs, cutting coding effort ~10% while elevating consistency, accessibility, and governance. * Led performance-focused design proofs of concept for Walmart.com—consolidating patterns, optimizing assets, and simplifying interactions—reducing page weight 30% and improving load times 20%, setting benchmarks for the next‑gen experience. ### Director, User Experience - Walmart Global eCommerce @ Walmart Global eCommerce Jan 2010 – Jan 2011 | Brisbane, CA - Directed end-to-end UX for Walmart Canada’s eCommerce launch. - Rescued a 2.5-years-late program and delivered a full experience revamp within 9 months. ### Sr. Manager, Information Architecture and Prototyping @ Walmart Global eCommerce Jan 2008 – Jan 2010 - Directed end-to-end UX for Walmart.com; scaled the organization from 6 to 22 and formalized cross-functional execution with Product, Engineering, Merchandising, and Site Ops. - Deployed offshore design resources in Shanghai to streamline repetitive work, accelerate production, and improve employee satisfaction. ### Sr. Manager - User Interface Design @ Salesforce.com Jan 2006 – Jan 2007 - Senior design leader for Salesforce web: managed 12 Product Designers across core UI, Admin Console, and AppExchange/Apex; embedded partnership with Content Design and User Research. - Launched the company’s centralized UI pattern library and design governance, elevating consistency, accessibility, and delivery speed across mission‑critical CRM workflows. ### Manager - User Interface Design @ eBay Jan 2005 – Jan 2006 ## Education ### BS in Cognitive Science UC San Diego ### Cognitive Science University of Sussex ## Contact & Social - LinkedIn: https://linkedin.com/in/andrewsandler - Website: http://appft1.uspto.gov/netacgi/nph-Parser?Sect1=PTO2&Sect2=HITOFF&u=/netahtml/PTO/search-adv.html&r=0&p=1&f=S&l=50&Query=IN/Sandler-Andrew-Leigh%0D%0A&d=PG01 - Website: http://inmaps.linkedinlabs.com/share/Andrew_Sandler/66223204292446357704045068145528932818 - Website: https://medium.com/@alsandler --- Source: https://flows.cv/andrewsandler JSON Resume: https://flows.cv/andrewsandler/resume.json Last updated: 2026-04-05