Jampack

Principal Product Manager

Snowflake

Snowflake's Marketplace Operations Team works on the day-to-day needs of the company's rapidly growing data collaboration workload, covering new product rollouts, sales/BD enablement, product analytics, customer support, policy development & enforcement, dispute resolution, provider quality, and user experience. Within this team, I work on provider and consumer experience features related to Snowflake's Provider Studio, Cross-Region Replication & Fulfillment, Native Applications, Paid & Privately Shared Listings, and Consumer Evaluation/Trials of Marketplace Datasets/Services.

Senior Marketplace Operations Manager

Uber

As the leader of Uber's Tech Strategy Team directly supporting the CEO and CTO, I led a 10-member team that drives strategy, planning, accountability, and business operations for our technology organization (bridging Product, Engineering, Data Science, Design, and Program Management). This included development and tracking of OKRs, KPIs, and performance metrics to illustrate the progress of the organization, cross-org initiatives such as product quality and internal compliance, headcount management and allocation, organizational business operations, and partnering with product and engineering leaders to develop both short-term and long-term product strategies and plans.

Head of Tech Strategy

In late 2016, I co-led Uber’s efforts to build its first global marketplace risk program, dedicated to measuring and managing wasted spend on users gaming or abusing our marketing promotions. Our work covered user acquisition fraud, trip gaming, fake/duplication account creation, fare inflation, unattempted pickups, and collections risk. I built and led a 10-member analytics team focused on defining measurement tactics, metrics development, KPI & OKR design, rule & model deployment, dashboarding, product design & analysis, communicating results to corporate leaders, rollout planning/coordination, operations and customer support process development, product prioritization, and overall project management.

Accomplishments:
-Built a comprehensive system of policies, actioning systems, rules, models, and workflows to enable a 90% reduction in incentive fraud losses. Consolidated disparate processes and enforcement into Uber's first global partner/merchant fraud and abuse policy.

-Implemented techniques for mitigating fraud risks of new products such as Instant Pay, Earnings Boost, Upfront Pricing, Request for a Friend, Guaranteed Earnings, and Tipping while successfully ensuring that financial losses did not exceed budgeted levels.

-Delivered product requirements/analyses, rollout strategies, and support resources for major risk management products (Two-Factor Authentication, Bank Account Verification, Trip/Account/Payment Anomaly Detection, App Tampering Prevention)

-Coordinated anti-fraud efforts across local teams in China/India through 2016 as primary conduit between corporate leadership, operations, product, engineering, data science, legal, security, and business development teams. Day-to-day execution enabled 95% reduction in fraud/chargebacks.

-Managed transition of anti-fraud responsibilities and data from Uber China to Didi Chuxing as part of national merger in late 2016.

Manager II, Marketplace & Cash Risk

As an Operations and Logistics Manager on our Florida team, I supported the day-to-day engagement and growth of cities like Tampa, St. Petersburg, Jacksonville, Orlando, Sarasota, Naples, and Fort Myers.

Data Analysis, A/B Testing & Experimentation: Analyzed and implemented targeted communications and recruitment strategies to increase the likelihood of individuals signing up with Uber to become an active driver-partner by over 40% in Florida cities.

Process Optimization: Developed processes, framework, and escalation model across Eastern region for identifying and reducing up to 20% of individual markets' fraudulent charges on the Uber app.

Project Management: Successfully executed multiple on-demand promotions including Uber Ice Cream and Tacos on Demand as project manager, coordinating app configuration and sponsor discussions for reliable, efficient deliveries. Delivered cost estimates and budget proposals to support emerging public-private partnerships in Pinellas County.

Public Policy and Community Engagement: Coordinated efforts to engage Tampa Bay driver-partner community members and increase awareness of local regulatory changes and proposals that could negatively impact their business.

Operations and Logistics Manager

Deloitte

Process Improvement and Data Analytics: Automated a client's workforce analysis and reporting processes using SQL Server and VBA to save 20+ weekly man hours of manual data manipulation and to support tripling of team's reporting capacity.

Strategic Planning and Metrics: Facilitated creation and implementation of an HR department's service delivery strategic plan, including identification of metrics and key performance indicators to help measure department effectiveness.

Data Analytics: Conducted trend analysis and created visualizations using a large organization's workforce data and Oracle PeopleSoft database to inform leadership decision-making on strategic hiring and recruitment, succession planning, retirement incentives, global deployment, and diversity programs.

Requirements and Dashboard Development: Documented requirements for and developed web-based workforce management dashboard to enable a client to successfully measure performance against hiring targets while automating approval processes.

Process Documentation and Interviewing: Conducted client interviews to document and deliver end-to-end process maps to help standardize a financial management division's budgeting, procurement, payment, and accounting practices.

Project Management: Led internal 15-member team in coordination of communications, events, logistics, training, and mentors for the onboarding of 100+ new hires.

Strategy & Operations Consultant

Cornell University

Web Development: Developed PHP-based web application to support the creation of standardized course syllabi and reporting of course objectives and skills within the Department of Policy Analysis & Management.

Process Improvement: Saved department faculty approximately 20+ hours per semester by pulling information from previous syllabi and automatically updating dates. Saved department staff approximately 20+ hours per semester by replacing a manual course objective compilation process with automated reports.

Web Developer

WVBR 93.5 FM

General Manager, April 2011-2012
IT Director, April 2010-2011
Web Director, April 2009-2010

Leadership and Project Management: Led 7-member executive team and 50-person volunteer staff in overseeing personnel, management, and business operations for a community-focused 3000-watt commercial radio station.

Alumni Relations and Marketing/Branding: Established alumni relations roles for the organization and built framework for identification of and outreach to over 1000 station alumni. Identification and engagement of these alumni positioned the station to launch a $935,000 capital campaign in Fall 2012.

Mobile App Strategy: Coordinated launches of new digital platforms for the organization, including iOS and Android applications and a student-focused online radio station, to expand the station's audience, to provide tools applicable to modern technology, and to create new student training opportunities.

Web Development: Redeveloped the station's website by creating a custom CMS and revamped front-end template in order to refresh the organization's online branding/image, add new monetization opportunities, and improve content editing/management processes for staff.

General Manager

NASA

Process Improvement: Streamlined department's access to project data for 20 science missions by developing and implementing wiki-based knowledge management system.

Data Visualization: Developed Excel VBA tools and visualizations to help the Chief Financial Officer better understand and make decisions on allocation of a $17 billion budget and management of $5 million in unfunded future expenditures.

Strategic Investments/Planning & Performance Team

Computer & Communications Industry Association

Policy Research: Created memos and briefings for Association leadership on various policy research issues in direct support of Association white papers/public comments and meetings with U.S. and European policymakers.

Key issues included cloud security, net neutrality, rural broadband expansion, and international patent law.

Policy Research Team

Democratic Congressional Campaign Committee

Digital Marketing and Metrics: Collected and organized data for weekly fundraising reports to track and assess impact of email marketing campaigns across 9 different marketing segments.

Social Media Strategy: Proposed and launched Twitter outreach strategy to double audience from 300 to 600 followers. Continuation of this strategy after the internship ended allowed the committee to reach over 1000 followers within a few months and over 120,000 followers five years later.

Online Communications Team

I help organizations build highly scalable decision engines and data-driven teams. Currently building realtime supply, pricing, and inventory at Fuse Technologies.

10+ years of experience with managing analytics, strategy, and operations teams, coordinating across stakeholders on complex problems in the midst of hypergrowth, running a global business, defining corporate goals and OKRs, developing executive communications, shutting down fraudsters in China and India, creating unique identity security solutions, and crafting and executing on product roadmaps.

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