Led design across a multi-sided logistics SaaS platform, coordinating workflows across customers, operations, vendors, and support simultaneously. Built the company's first structured UX practice from scratch, establishing the lifecycle models, interaction patterns, and design system standards that unified the platform across all product surfaces.

Expanded into a design lead role for the customer-facing website redesign, defining the creative direction and UX vision and directing a design team to execute against that foundation.

Key outcomes:

· ~30% year-over-year revenue growth through improved workflow clarity and system reliability

· 173% increase in digital engagement through the conversation and routing system built from 2,783 transcript analyses

· Vendor compliance from 40% to 92% through role-based workflow platform design

· 24% increase in quote completion and 18% increase in conversion through self-service quoting redesign

· 60% reduction in status-related support demand

· $5.86 saved per support call

· 17% increase in CSAT through predictable, lifecycle-driven system design

Platform and systems scope:

· Introduced KPI instrumentation and funnel tracking across quoting, lifecycle transitions, vendor coordination, and engagement behavior

· Unified fragmented workflows into a shared system of record across four simultaneous user types

· Designed a conversation and routing system built from behavioral analysis of 2,783 live chat transcripts, turning a passive support channel into an active acquisition tool

· Defined lifecycle states, ownership transitions, and permissions logic governing quoting, fulfillment, and vendor coordination

· Built operational dashboards and internal tools supporting multi-role workflows

· Established reusable interaction patterns that improved product scalability

· Partnered with Product and Engineering to shape roadmap priorities and workflow automation

Led 0-to-1 product development from concept to national retail distribution, owning design, manufacturing governance, safety compliance, and IP licensing across a complex multi-party operational system.

Impact:

• Scaled product from prototype to national retail: Target, Home Depot, Amazon, and Nordstrom

• Transitioned business model from direct retail to scalable IP licensing

• Balanced design decisions against margin targets, supply chain constraints, and regulatory requirements

• Co-Inventor on 3 U.S. Patents: USD724480-S, US10499569-B2, US11324170-B2

Platform & Operational Scope

• Directed product architecture from concept validation through manufacturing and global distribution

• Coordinated domestic and international production partners within safety and compliance constraints

• Structured scalable product documentation and operational systems to support licensing and long-term growth

Designed and implemented manufacturing governance systems to improve safety, quality control, and production scalability.

• Established raw material vetting standards and supplier qualification processes aligned to safety and compliance requirements

• Designed and documented end-to-end manufacturing workflows and operational procedures

• Tripled production capacity while reducing costs by 50% through process restructuring and equipment optimization

• Built and implemented standardized operating procedures (SOPs) across teams

• Hired and trained production staff to support scalable operations

Managed multi-party logistics operations and client relationships within a high-volume shipping environment.

• Coordinated shipments across vendors, carriers, and customers while maintaining budget and profitability targets

• Led final pricing negotiations and revenue optimization discussions with clients

• Contributed to increased overall profit margins and doubled individual performance quotas

• Consistently ranked among top revenue contributors

• Mentored new team members and supported departmental process consistency