Enterprise AI Orchestration:

Architected and deployed a self-hosted orchestration layer on AWS, scaling to 12,000,000+ agent executions with a 0.4% error rate.

Operational Impact:

Engineered a suite of high-value agents, including a W-9 collection agent that reduced processing cycles from 16 days to 4 days and achieved a 98% automation success rate.

Governance & Strategy:

Authored the "Agentic AI Playbook" and established the Model Context Protocol (MCP) strategy, providing the RBAC, PII safety, and "Ways of Working" Product Management standards required for 0→1 agent development.

Platform Modernization:

Led the migration of a legacy customer support stack to Salesforce Service Cloud and Einstein Bots, achieving a 40%+ self-service rate and multi-million dollar OpEx reduction.

Observability & Reliability:

Defined the platform’s "Day 1" observability standards via Datadog and Splunk, maintaining a 95% target for successful event throughput and sub-second latency.

Organizational Enablement:

Founded and grew the #ai-crossfunctional community to 500+ members, delivering training on prompt engineering and Gemini to scale AI literacy across the organization.

Applied AI Strategy:

Operationalized aiQ predictive models to create a "Digital Safety Net," intercepting high-risk customers with personalized retention offers before they reached a manual save desk.

Ecosystem Innovation:

Led the end-to-end discovery and execution of net-new features for the Xfinity App and xfinity.com, managing a platform serving 2.4M+ monthly unique visitors.

Operational Efficiency:

Identified and implemented machine learning targeting capabilities that resulted in a 15 to 30-second reduction in Average Handle Time (AHT).

Cost Transformation:

Orchestrated digital transformation within the "Leave Journey," contributing to millions in annualized Opex savings by deflecting call volume to personalized self-service flows.

Cross-Functional Leadership:

Acted as the primary translator between Data Science, Legal, and Engineering to ensure ML models met performance accuracy (74% churn prediction) while adhering to complex regulatory and privacy constraints.

Team Mentorship:

Led a team of three Associate Product Managers, establishing standardized discovery and validation frameworks to improve the organization’s product maturity.

Enterprise Modernization:

Architected the digital transformation of "ABC Order" for AmerisourceBergen, replacing 20 years of legacy infrastructure to stabilize and grow a $168B revenue segment by 10%.

Organizational Enablement:

Founded and led the "User-Centered Design Center of Competence," establishing standardized research repositories in Airtable that reduced discovery cycles from months to weeks for Fortune 10 clients.

Strategic Consolidation:

Led the "Unified SMB Experience" strategy for Comcast Business, consolidating three disjointed portals into a single interface to eliminate login friction for 200,000+ accounts.

Product-Led Growth:

Secured permanent funding and a dedicated full-stack development team for the Comcast Business portal by successfully validating the prototype’s impact on customer retention and NPS.

Technical Synthesis:

Translated highly complex business requirements—including VoiceEdge softphone integrations and pharmaceutical distribution metrics—into prioritized, release-ready engineering roadmaps.

Methodology Rigor:

Mentored client product teams in transitioning from "vibe-based" feature requests to hypothesis-driven development, utilizing service blueprinting to align engineering, legal, and business stakeholders.