Led product exploration for international payments market expansion.

Directed research and RFP with five local providers for new white label partner build.

Improved user experience consistency in France, creating frameworks for future launches.

Led cross-departmental teams to resolve foreign exchange issues and develop multi-partner solutions for consistent currency conversion.

Owned global shipping features used by thousands of merchants.

Launched Shipping Presets, reducing fulfillment clicks from 39 to 11 and fulfillment time per label by 29 seconds.

Delivered fraud reduction tooling, decreasing loss rates in fulfillment workflows.

Increased order fulfillment with admin by 4%; drove adoption of new features among eligible merchants.

Prioritized roadmap using merchant tickets, chat themes, and user research.

Collaborated with support and ops to improve merchant workflows and adoption.

Advocated for users and support teams by embedding with R&D throughout product lifecycle.

Conducted research into user interactions to identify needs and drive improvements.

Coordinated stakeholders ahead of launches to build support infrastructure and optimize workflows.

Led payout flow redesign, reducing 800 support tickets weekly, accelerating document submissions by 15.4 hours, increasing support capacity by ~362 hours/week, and cutting support debt by $1.1M annually.

Supported merchants via live chat and phone, resolving technical and strategic issues.

Provided proactive advice to new merchants, ensuring readiness to launch.

Mentored and trained new team members, building confidence and empathy for merchants.