I lead design for global Protections & Post-Transaction systems across returns, disputes, cancellations, SNAD, and INR—focused on improving trust between buyers and sellers.
• Led the design of an AI-native return resolution platform (LLM + computer vision), bringing intelligent decision-making into high-volume workflows
• Improved SNAD vs. remorse classification accuracy, reducing avoidable returns and manual adjudication
• Designed risk-aware experiences, including Faster Provisional Refunds, enabling earlier refunds without increasing fraud risk
• Built systems used by buyers, sellers, and operations teams, improving consistency and transparency in decision-making
• Defined end-to-end AI-assisted flows across intent capture, troubleshooting, and evidence validation
• Work closely with product, engineering, data, policy, and research to ship and iterate on these systems
