# Jen S.

> Product Design Lead

Location: San Francisco, California, United States
Profile: https://flows.cv/jens

I design products that make complex systems easier to understand and use.

I’ve spent the past 15+ years working across marketplaces, fintech, healthcare, and enterprise tools—mostly in areas where the experience isn’t just about UI, but about how decisions get made behind the scenes.

At eBay, I lead design for post-transaction and protections experiences, including returns, disputes, cancellations, SNAD, and INR. These are high-volume, high-stakes workflows used by buyers, sellers, and internal teams, where trust really matters.

More recently, I’ve been focused on AI-driven experiences. I led the design of an AI-native return resolution platform (LLM + computer vision) that helps improve classification accuracy, reduce manual review, and support more consistent, evidence-based decisions.

I tend to gravitate toward problems that are messy and ambiguous—especially where systems, policy, and user experience intersect. My work usually involves close collaboration with product, engineering, data science, policy, and research to turn those spaces into something clear, usable, and scalable.

Areas I focus on:
• AI-driven product experiences
• Complex systems and workflows
• Trust, risk, and marketplace dynamics
• Design systems and scalable UX

I’m especially interested in products that connect digital experiences to real-world systems—mobility, financial services, and healthcare in particular.

## Work Experience
### Lead Product Designer, Trust & Protection @ eBay
Jan 2024 – Present | San Francisco Bay Area
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

### Co-Founder @ SOLV
Jan 2007 – Present | San Francisco Bay Area
Co-founder SOLV -  product design consultancy partnering with companies including ServiceNow, Salesforce, Airbnb, Google, and Nike.

• Led end-to-end design of products and platforms across industries (100+ engagements)
• Specialized in complex systems and scalable user experiences
• Collaborated closely with product and engineering teams from concept through launch

### Principal Product Designer (Embedded Consultant) @ SmartBiz
Jan 2024 – Jan 2025 | San Francisco Bay Area
Designed end-to-end experiences across small business lending, spanning customer applications and internal underwriting and operations tools.

• Simplified complex financial workflows to enable faster, more informed decision-making
• Delivered internal tools including a liquidity ratio calculator and credit visibility dashboards
• Partnered with product and engineering to ship data-driven UX improvements

### Principal Designer @ Mahana
Jan 2019 – Jan 2024 | San Francisco Bay Area
Led product design for digital therapeutics used by patients and clinicians across mobile apps, provider portals, and care systems.

2019 - Principal Product Designer (Embedded Consultant)
2020-23 - Principal Product Designer
2024 - Principal Product Designer (Embedded Consultant)

• Expanded the platform into a multi-condition treatment experience
• Balanced clinical, user, and regulatory requirements in a healthcare environment
• Conducted user research and usability testing with patients and clinicians
• Contributed to intellectual property resulting in three patents for digital therapeutics treating chronic conditions

### Founder @ Elias Smiles
Jan 2010 – Jan 2020
Created a suite of educational apps inspired by my son.
• 300K+ downloads
• Reached #1 in Education with ELIAS Zoo

### Assistant Manager @ Samsung Design America
Jan 2004 – Jan 2007 | San Francisco Bay Area
Represented design for the North American region, contributing to strategy, research, and product design initiatives.
• Designed across consumer platforms including digital entertainment, home appliances, and mobile experiences.

### Senior Art Director @ Roundarch
Jan 2001 – Jan 2004 | San Francisco Bay Area
Led design for web platforms serving Fortune 500 companies and government agencies such as Hershey, Motorola, US Airforce, State of CA, and County of Santa Clara.


## Education
### Bachelor of Fine Arts (BFA)
Cornell University


## Contact & Social
- LinkedIn: https://linkedin.com/in/jshim
- Website: http://www.solv.tv
- Website: http://www.eliassmiles.com
- Website: http://eliassmiles.wordpress.com/

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Source: https://flows.cv/jens
JSON Resume: https://flows.cv/jens/resume.json
Last updated: 2026-04-05