Lead the transformation of PayPal’s repayments servicing platform across Wallet + Credit, powering repayment journeys for PayPal, Venmo, Xoom, and Paidy at global footprint scale (200+ countries/regions) managing a portfolio of $8B in debt .
Directly lead the product organization for PayPal Repayments and Collections, setting product strategy for a cross-functional team of 1000+ across engineering, data science, design, policy, and operations.
Delivered step-change operational and customer outcomes—95% self-serve resolution, 2× faster Time to Resolution (TTR), +12 CSAT, 55% lower cost-to-serve, and ~20 bps reduction in contact rate—by shifting to agentic, digital-native workflows and scalable platform architecture. Shipped key capabilities including Agentic Voice, Agentic Chat, and platform intelligence optimized for Lifetime Value (LTV) while leading three product teams across repayments/servicing.