• First Program Manager hired to operationalize team’s work – owning planning, execution, and cross-functional delivery across all team initiatives.

• Led automation and service-delivery initiatives that expanded self-service support capabilities and reduced manual support workload by an estimated 10–25%.

• Owned team progress reporting and executive communications, including MBR delivery and weekly operational metrics

• Improved operational execution and launch readiness through roadmap planning, and implementing Jira workflows

• Managed company’s top-priority 2024 initiative: simultaneous implementation of a new hospitality

tech stack to unlock operational efficiencies and enable dynamic pricing.

• Led cross-functional delivery across property management, rate management, payments, and

channel management platforms, defining workstreams, milestones, and executive reporting.

• Owned RFP and vendor selection process for channel manager and managed all third-party

partner communications through contract execution.

• Delivered code-complete engineering handoff and executed vendor contracts by end of

engagement.

• Drove operational process improvements by redesigning the Help Center to improve self-service

and reduce support contacts; conducted on-site observations at multiple cabin locations to identify

efficiency opportunities.

• In this role I managed a complex and cross-functional program aimed at maintaining safety and integrity on the Lyft platform. This work involved aggregating disparate workstreams into a cohesive program, plus defining scope, owning communication, and driving progress forward.

• I led a Diversity & Inclusion initiative with a goal to improve Lyft’s internal operations in an inclusive way. I managed a working group of six that developed a Driver Pain Points Immersion Session and led two sessions with over 200 employees.

I designed, implemented, and managed Lyft’s end-to-end Customer Support launch readiness program. This program allows for a repeatable process that ensures Customer Support and Operations teams are prepared for Product changes, and is able to handle readiness work for dozens of projects simultaneously. The program successfully delivered readiness for 35+ projects every quarter.

• I collaborated on the buildout of Lyft’s first launch readiness project management team, Implementation. Built standard operating procedures including project prioritization framework & communication processes, increasing team accountability and consistency.

• Completed readiness for an average of 14 projects per quarter, working cross-functionally with teams including Product, Engineering, Data Science, Marketing, Support Content, Business Development, Legal, Training, & Workforce Management

• Managed launch readiness for complex, high priority company initiatives including major driver pay changes and the launch of Lyft’s driver rewards program.