case studies

Turning Strategy into Measurable Outcomes

impact across consumer marketplace, platform products, ai & Saas

Every great product challenge begins in the ambiguous gray space—uncovering what the real problem is, why it exists, and the best path forward. That’s where I shine: turning complexity into clarity.

With over 15 years of experience across Quality Assurance, Product Management, and Technical Program Management, I’ve learned that success isn’t about lofty vision alone—it’s about disciplined execution. I’ve led cross-functional teams in Engineering, Data Science, UX Research, and Design at companies like Meta, IBM, ezCater, and Whole Foods to launch new platforms, automate workflows, and unlock millions in growth.

Today, I help organizations do the same—bringing the rigor of big tech and the speed of startups to build clarity, confidence, and measurable results.

Challenge:
ezCater had a retention problem - 71% of customers churned before their 5th order and over 22M in rewards went unredeemed annually. The rewards program incentivized already loyal HVCs but failed to engage early users or incentivize repeat ordering, limiting growth.

Action:

  • Reframed the problem from building a generic “loyalty program” to recognizing that the early-order segment was under-incentivized and unaddressed by the existing points-based system

  • Launched a 0→1 Loyalty & Promotions Platform, tested tiered mechanics through limited-time reward multipliers (e.g., 1.5× points) to validate engagement hypotheses without the cost and complexity of a full tier launch, and introduced new “Ways to Earn” and “Ways to Redeem” experiences to boost participation.

  • Built on-platform redemption, shifting consumer preferences from third-party gift cards and closing the loop between earning and usage to increase redemption velocity.

  • Partnered with Marketing and Restaurant Ops to launch co-funded promotions that activated new customers and incremental GMV

  • Led cross-functional delivery across Product, Engineering, Data Science, and Marketing — conducting a Build vs. Buy analysis to evaluate platform scalability and cost trade-offs, while implementing experimentation frameworks, cohort reporting, and GMV attribution modeling to measure and optimize program impact.

Impact:

  • +$51M incremental GMV within 12 weeks of promotions launch

  • $4M incremental revenue within 4 weeks

  • 205k inactive users re-engaged and 1.4M repeat customers retained

  • 4× faster time-to-redemption (from 11 to 3 orders)

  • Created a scalable loyalty engine powering ezCater’s ongoing personalization and growth strategy

ezcater

Loyalty & Promotions

Challenge:
Meta’s internal teams and external developer community relied on inconsistent tools, fragmented ML models, and manual processes—limiting scalability and efficiency. More than 700K external developers using Meta’s APIs needed better self-serve support, while 135+ internal teams lacked unified ML classifier signals for creator and content identification.

Action:

  • Assembled and led cross-functional teams across Engineering, Data Science, and UX to deliver products and ML models supporting Meta’s core investments in Creators, People Products, and Trust & Safety.

  • Launched a Developer Support Portal (0→1)—a self-serve platform consolidating documentation, API access, and ML-driven issue triage—scaling coverage for top developer pain points by 400%.

  • Built and operationalized 8+ ML classifiers used by over 100 internal product teams to identify and support creators across Facebook and Instagram.

  • Defined a global roadmap process enabling 135+ teams to align strategies and collaborate, improving engineering productivity by 210%.

  • Automated prioritization frameworks to reduce manual maintenance overhead by 360+ hours, improving speed and resource efficiency.

Impact:

  • Supported 700K+ developers globally and influenced $1B+ in creator payouts through accurate classification and scalable tooling.

  • Improved cross-functional collaboration and transparency across Meta’s AI and creator ecosystem.

  • Delivered measurable productivity gains, reduced manual support costs, and established sustainable product operations frameworks for long-term scale.

Meta | Instagram

Third-Party Developer Support & ML Platform Products

Challenge:

EA’s Technical Operations organization—over 300 engineers and managers—struggled with fragmented tooling, inconsistent delivery practices, and lacked transparency and reporting into program execution. Multiple vendor systems (ServiceNow, Rally, Jira) created redundant workflows, driving millions in annual inefficiencies and preventing the team from providing reliable SLAs to game studios. The organization needed a unified operating model to improve execution, visibility, and cost control.

Action:

  • Led enterprise-wide Agile transformation, introducing Kanban methodology and standardized delivery KPIs across engineering teams.

  • Standardized Workfront as the work management software for Kanban-Agile delivery, leading change management that integrated workflows, replaced redundant tools, and drove org-wide adoption through targeted enablement and training.

  • Designed and implemented new delivery dashboards for throughput, WIP limits, and SLA tracking, improving real-time visibility for leadership.

  • Designed and led training programs—including brown-bag sessions, self-service guides, and weekly office hours—using gamified trivia and incentives to drive adoption and sustain lasting change.

Impact:

  • Achieved 100% Kanban adoption across all engineering teams.

  • Reduced delivery cycle time by 35% through standardized workflows and real-time tracking.

  • Cut multimillion-dollar vendor costs by consolidating redundant tooling.

  • Improved predictability and transparency of program delivery, enabling teams to meet SLA targets with game studios.

  • Recognized by senior leadership for driving a scalable, sustainable operational model across Technical Ops.

Electronic Arts

Agile Transformation & Delivery governance

Consultant

Managed several agile release trains, conducted scrum of scrums and implemented a WSJF (Weighted Shortest Job First) prioritization framework to features increasing engineering team’s velocity by 25%

Oversaw more than $20M in portfolio budgets and developed detailed Product Planning (PI Planning) sessions to build one-year product roadmap considering strategic objectives

IBM

Managed all aspects of a cloud-native, greenfield product set to innovate the Tax and Accounting industry

Estimated to produce 8-Figure in revenue

Nubelity

Led enterprise clients to build a strategy to migrate their on-premises infrastructure to the cloud using AWS, Azure or hybrid cloud solutions

Consultant

Responsible for building and strengthening client relationships while ensuring project delivery through managing offshore engineering teams 

Developed and led an organization-wide agile transformation for delivery teams and executive leadership that resulted in 50% reduction in release times

Constructed the Azure Services Portfolio by assessing Nubelity’s capabilities and researching market spaces to develop a business service strategy 

         

Consultant | Product Manager

Collaborated with global executive stakeholders to roadmap significant marketing & media buy-ins to build project plan

Determined project dependencies across WFM development/support teams and supervised multiple streams of work

Managed a team of 7 engineers by implementing a Kanban Agile framework. Identified team SLA’s and KPI’s to set up dashboards and reporting metric

Managed key vendor relationships with a hands on approach, to ensure SOW alignment. Formulated various process improvement workflows to meet critical milestones

Whole Foods Market

Responsible for launching a $3 Million digital experience for 365 by WFM, a new value driven grocery store by Whole Foods Market

The new online sales channel integrated with the 365's robust loyalty program was responsible for adding an additional $40 per cart

 

        

Consultant | Product Manager

Establishing and automating a compliance/governance process to streamline approvals and gain operational efficiencies, including productivity increases and headcount savings

Revamping the NFP website and brand strategy to provide consistent and compliant messaging across 180 entities

Replacing existing content management platform with an enhanced system, leading to productivity improvements

Automating all print submissions using an online job submission portal and improving data integrity for e-mail distribution

National Financial Partners

Responsible for leading NFP's portfolio of projects to accomplish the Marketing department's strategic intiatives

Product Manager

Manged internal and external teams to secure infrastructure and environment stability for 2015 Superbowl

Managed the deployment of over 20 major releases to production

Created and negotiated SOW's that resulted in over $8M in revenue by defining scope, timelines, resource requirements

Interviewed and trained several Project Managers and Business Analysts to build agile team

Successfully delivered several mid-large scale projects on time and on budget while reporting to C-Level Suite

        Pizza-Hut | QuikOrder          

Digital Rebrand

Delivered the Pizza Hut rebrand and marketing image by rolling out an improved, scalable platform across all digital channels

AngularJS website is responsible for generating over 30% of sales

Technology Roadmap

Enhanced customer experience by customizing functionality allowing customers to track the status of their orders real-time

Improved customer service and provided for better management of delivery drivers through real time GPS tracking

Infrastructure Performance Management

2015 Superbowl broke sales records by delivering over $10 Million in online sales

Product Owner

Developed and managed a $2 Million project called Money2 for Health, a digital wallet that simplifies healthcare payments for consumers and providers

Designed a $1 Million investment platform for users to manage HSA funds according to their desired risk strategies

Aetna Healthcare

Partnered with Citibank to launch Money2 for Health to millions of members in 2013. The new service has won numerous awards including an Edison Award for Payment Innovation and a 2013 Top Innovation in Banking from the American Banker magazine

Estimated to deliver $20 Million in revenue by 2016

 

 

Global Lead Consultant

Managed teams of global QA engineers and testers

Evaluated Apache JMeter open source software against client’s existing software by performing a detailed cost/benefit analysis and presenting short and long term recommendations

Cognizant Technology Solutions

Managed offshore QA teams to deliver projects for clients in various industries including: Telecommunications, Retail and Financial Service.