Customer Experience Research & Development (2024 - Present)
• AI Agent R&D: Spearheaded R&D for a GenAI Customer Support Agent to automate troubleshooting and enhance merchant self-service. Check out https://help.shopify.com/ to see Shopify Agent in action!
• Help Center Assistant (HCA): Unified merchant application session management and codebase. Launched AI-enabled Search with Autocomplete to improve discovery.
• Feature Development: Enabled seamless screenshare calls from Help Center to Admin and personalized the HCA experience with real-time Billing information.
• Dev Tooling: Built an automated dev report card command and improved Knowledge Base Observability and Beacon/HCA connectivity.
Growth Team (2020-2024)
• AI Image Pipeline: Developed a pipeline using Stable Diffusion on Google Vertex AI. Trained models via LoRA to generate high-quality assets for the Sample Product Library, aiding merchant storefront population.
• Platform Migrations: Built a 1st-party app using Remix and Google Cloud Platform (GCP) for Squarespace migrations. Implemented One-click CSV imports for Square, Clover, & Lightspeed with advanced error handling and column mapping.
• Product Launches: Launched the Linkpop mobile web app (social selling/Linktree competitor) and the $5 Starter Plan. Managed full-stack implementation across Authentication, Billing, and Admin.
• Growth Initiatives: Drove US GPV Acquisition Incentives, New Lite Plan experimentation, and Win Back Programs for pre-selling merchants. Expanded NBL (#ProjectElton) and optimized the Theme Index.
• Onboarding & Retention: Optimized Starter flows by disabling checkout passwords and adding retention logic in cancellation flows. Enabled Linkpop configuration via mobile/admin with robust signup attribution.
• Data & Compliance: Restructured Tealium UI 2.0, implemented 10F Event Tracking, ensured GDPR compliance, and enabled Cross-Domain Tracking for marketing sites.