Resume

Recruited to this founder-led brand during the midst of the pandemic’s at-home fitness boom. Helped redefine the living room workout experience that accounts for ~half of all Beachbody video streams.

• Principal Product Manager. Within a tight budget, functioned as a product team of 1, owning everything from the vision for the platform through day-to-day execution and backlog grooming
• Redesigns. In first 6 months, partnered with design to oversee a ground-up-rewrite of the apps for 3 OTT platforms (Apple TV, Fire TV, Roku), unifying them with a modern & usable design language
• BODi. Immediately after those redesigns, helped launch BODi (Beachbody On Demand Interactive) within our TV experience, releasing with feature parity alongside our mobile and web platforms
• Performance. Drove an increase in crash-free user percentage from ~80% to over 99+% while also improving app load time and reducing the number of customer support escalations
• Google TV. Launched the new Beachbody TV experience on our 4th TV platform, assisted in parts of the contract negotiation through the release of features unique to the Android TV OS
• Co-Founded TV Team. Brought design, program management, QA, and 3 separate engineering teams together into one TV-focused Scrum team, which helped improve quality and speed of delivery, as well as increasing the knowledge sharing amongst engineers
• Release Processes. To ensure we hit our release dates every ~3 weeks while also increasing stakeholder visibility, created a system to publish milestones and release plans internally (across Confluence, Jira, Slack)
• TV Best Practices. Increased awareness of TV design best practices within the company, and consulted with numerous feature-level product owners to help them craft high quality features that respect the nuances of the various TV platforms
• Bike User Profiles. Spearheaded the start to finish launch of a feature allowing households to create multiple profiles for family members while using the Beachbody MYX Bike app

Utilized tech industry expertise to create memorable branding & client experiences that helped privately-owned veterinary hospitals thrive in competitive markets. (Managed all products, marketing & services)

• Designed, tested, and developed a supply chain for custom cat toys that foster emotional connections between pet owners and their vets (the toys look just like the doctors in each hospital)
• Enabled over $300K YOY revenue growth for clients by creating custom Rewards Programs
• Increased clients’ customer satisfaction over 300% by delivering data-backed action plans
• Doubled new client numbers while reducing costs with A/B tested website overhauls and re-brands

Managed the CBS All Access apps with the most subscribers and highest engagement.

• Owned the roadmap and release timelines of the iOS, iPadOS, and tvOS apps (~1.5 million users)
• Oversaw the launch of CBS Live TV Channels across apps on Apple platforms
• Drove an internal move towards adopting modern UX design guidelines
• Coordinated bi-weekly Agile sprints with design, program management, and engineering

Responsible for managing several cross-platform features from strategy to launch while supporting the growth from 4 to 9 million paying subscribers. (Owned Watchlist, Account Page, and Help Center)

• Lead Hulu’s largest feature launch, releasing Watchlist simultaneously on 10+ different platforms
• Co-authored patent for the Watchlist sorting algorithm (Patent: US 9,560,399)
• Reduced customer support contacts by 25% with data-driven Account Page redesign
• Closely collaborated with design, program management, and engineering, cultivating tight working relationships with cross-functional teams across 4 offices in 2 countries
• Produced launch materials with PR, customer support, marketing, and video production teams 
• Evangelized projects internally, getting feedback and buy-in from internal stakeholders
• Presented at company-wide events to introduce product innovations (500+ attendees)
• Taught presentation skills during company-wide lunch & learn sessions

First hire on the customer support team. Oversaw the day-to-day operations and expansion of the department while supporting the growth from 0 to 4 million paying subscribers.

• Grew the team from 2 to 100 agents (making it the largest department in Hulu)
• Defined strategies to improve hiring, training, and management efficiency
• Achieved 90%+ customer satisfaction with strategy of treating customer support as core to the product experience – testing and improving processes, interviews, and customer-facing policies
• Drove additional changes across Hulu by delivering actionable “This Week In Support” reports
• Reduced costs by focusing on employee engagement, resulting in low turnover (5% annually, compared to the industry average of 45%)
• Product managed the launch of Hulu’s first TV app and iTunes Billing, which accounted for $6 million in revenue in just its first year (resulted in promotion to full-time product management)

Worked one-on-one with customers to help them get the most out of their new Apple devices.

• Achieved a 99% satisfaction rating across 1,200+ individual training sessions

Also worked in a variety of student positions while earning degrees.

• Drove adoption of Apple products across campus working as an Apple Campus Rep & Technology Peer Mentor, creating “how to” podcasts, and raising funds for an Apple-focused film festival
• Co-taught capstone-level courses in mentorship and psychology