Led a ~100-person global organization spanning Product Management, Design, Research, and Product Operations, with operational influence across 500+ R&D

Partnered closely with the CEO, CPO, ELT, and Board on product strategy, prioritization, investment trade-offs, and growth execution

Contributed to sustained portfolio ARR growth from approximately $500M to $800M across established UCaaS, CCaaS, and CPaaS businesses

Launched a net-new CX product line, growing it from $0 to $5M ARR in early access and pre-GA stages

Drove product-led growth and expansion through lifecycle adoption, journey simplification, analytics, and in-product nudges

Led platform modernization initiatives that:

Enabled cross-sell and deal acceleration

Retired low-ROI legacy stacks

Reduced operational risk and support burden

Oversaw AI-driven capabilities including transcription, summarization, assists, and AI-generated insights across portfolios

Established practical AI governance principles focused on trust, accuracy, explainability, and scalability

Regular executive speaker for sales kickoffs, analyst briefings, and advisory boards

Unified fragmented products into cohesive, scalable experiences to drive adoption, expansion, and customer trust

Modernized flagship surfaces including Agent Workspace, Supervisor Workspace, and Frontdesk, converting legacy liabilities into award-winning platforms

Enabled product-led cross-sell and supported new enterprise deal cycles through Supervisor and Admin experiences

Built and scaled global design and research capabilities, embedding customer insight, usability testing, and analytics into roadmap decisions

Partnered deeply with Product and Engineering leadership to influence architecture, platform strategy, and delivery velocity

Established design systems, research practices, personas, and journey maps to improve usability, trust, and adoption

Introduced NPS and CSAT-driven feedback loops, directly informing product prioritization and roadmap trade-offs

Partnered closely with Product and Engineering leadership to deliver secure, scalable, enterprise-grade experiences

Recruited and developed high-performing teams, creating a strong culture of empathy, accountability, and execution

Focused on early product adoption, cross-platform consistency, and community evangelism

Collaborated with CTO and product teams to translate complex data capabilities into intuitive enterprise experiences

Led trend research, persona development, and usability studies to align product strategy with emerging customer needs