Led the comprehensive redesign of Yelp’s multi-channel billing ecosystem, aligning the interface with modern design standards to improve visual clarity and trust. By resolving threshold billing complexities and introducing flexible payment options, I successfully reduced bad debt and significantly lowered support ticket volume related to billing inquiries.

Led the design of a foundational onboarding experience that connects new advertisers with customer support, ensuring comprehensive platform adoption within the first 30 days.

Driving the end-to-end design for Service Monetization, bridging the gap between lead management and business revenue. By re-engineering the platform to surface prioritized leads, I enabled local pros to focus on their most valuable customers while effectively scaling Yelp’s monetization infrastructure.

Spearheading the redesign of the Yelp for Business messaging platform, evolving it from a communication tool into a comprehensive lead management suite. Driving the entire product lifecycle, bridging the gap between blue-sky concepts and high-fidelity, shipped products.

Pioneered the build-out of Yelp’s Home Services platform and foundational monetization model, defining the core product experience through real-time communication tools and trust-based programs like Yelp Guaranteed. Designed for scale, the platform enables pros across 150+ categories to capture and manage leads through a unified, integrated inbox.