• Built a team of product managers driving system transformation and operational efficiencies for Cash App customer service case management. Product team highlight included automating chat case routing via Machine Learning (AI/ML) which reduced average case handle time and saved several millions in operational costs.
• Drove the annual planning process for the Cash App Operations Platform organization. Established controls, cadence, communication and accountability for quarterly objectives and key results. Facilitated the process internally for the organization and across Cash App and other Block business units.
• Developed a product strategy and team to address volume and regulatory oversight for transaction disputes, Cash App’s top customer inquiry. This effort evolved into a top corporate strategic program.
• Built and launched tooling, automation and infrastructure for customer support, investor operations, transaction disputes, fraud, identity verification, customer complaints and other areas of risk management
• Managed Cash Cloud Platform Product Managers who drove product strategy for the Cash data platform including data governance, access, and infrastructure, as well as developer experience who drove strategy around CI/CD, automated testing and coding paradigms (e.g. Kafka).
