Led the Platforms Experience design organization across Customer Support, Servicing AI, Identity Services, Risk, Compliance, Teammate Tools, and Privacy, a portfolio that expanded significantly mid-tenure following a leadership transition.

The most significant work was driving the architectural shift from a single knowledge agent to an agentic platform of dozens of specialized agents. Rather than recreating existing flows in an agentic wrapper, I led the team to redesign at a systems level, rethinking information architecture, entry points, and flow logic for an AI-native environment. We introduced proactive personalization that addressed issues before they escalated. The result was meaningful reduction in contact volume and improvement in session resolution rate. From checkout to issue resolution, we introduced a more holistic servicing AI footprint, meeting the customer where they are.

Before this shift was possible, I spent the better part of two years finding incremental footholds and advocating for customer-centric progress with risk-averse partners in a rapidly shifting environment. During turbulent periods, I leaned in alongside the team, leading by example and investing in morale and cohesion when things got difficult.

Additional work included redesigning the Help Center from a contact avoidance model to one routing customers into AI-personalized resolution pathways, championing end-to-end ownership across identity and authentication experiences, driving compliance with multi-factor authentication requirements, approaching regulatory change management as a craft opportunity grounded in customer trust, and consolidating fragmented teammate tooling into unified experiences that improved resolution speed and reduced third party vendor dependencies.

Expanded the scope of customer support design leadership to include risk experiences, back office case management tooling, and Venmo customer support, while deepening partnerships with cross-functional teams to create earlier, more proactive support touchpoints across the PayPal product.

Advocated for and helped ship a redesigned entry point to customer support within purchase details, connecting the dots between what customers were telling us at contact and where in the product they needed help sooner. Facilitated a cross-functional design sprint spanning Consumer, Merchant, Risk, and Platforms teams to build shared ownership of the end-to-end disputes experience, reframing it from a siloed problem into a shared responsibility.

Worked side by side with senior leadership to introduce the first generative AI capabilities into PayPal Assistant, and led the storytelling effort to demonstrate what AI-powered servicing could accomplish holistically, particularly in high-contact areas like disputes where a more connected experience could meaningfully reduce escalation.

Grew and managed the design team across self-service experiences, front office teammate tools, and dispute resolution.

Managed design for PayPal's customer support surfaces and dispute resolution experiences. Focused on embedding with cross-functional teams to accelerate iteration cycles and establish collaborative working rhythms. This role represented a period of rapid scope increase and team-building, which set the foundation for what I would tackle as a Senior UX Manager.

Began on PayPal's enterprise merchant design team, creating multi-user and multi-account management experiences for large enterprise customers, solving complex servicing problems that required systems thinking across account hierarchies.

Moved into design discovery, splitting time across two concurrent initiatives. One explored a significant new business expansion opportunity, the other tackled a critical retention problem rooted in existing process friction. Both required championing design process with cross-functional partners and presenting strategic recommendations to senior stakeholders.

Transitioned to the self-service team where I led the foundational design work for PayPal Assistant, modernizing the interface, introducing process and documentation standards for how teams collaborated on conversational experiences, and laying the groundwork for everything that followed.

Taught the Portfolio Critique class to design students, helping them develop professional-quality portfolios ready for the job market. Provided industry perspective on presentation, storytelling, and personal brand, the same craft I've continued to invest in throughout my own career.