Defined strategy for the global Delivery Service Partner (DSP) program with an emphasis on the "Be a Great People Manager" pillar of the Durable Customer Outcome (DCO) framework. This work moved the ecosystem from fragmented legacy tools to a unified platform by bridging the gap between technical logistics and the human needs of business owners.

User Research: Conducted qualitative and quantitative studies, including co-creation workshops with customers, to ensure every design decision worked backwards from the user.

Operational Impact: Redesigned the employee management interface and eliminated 8 hours of manual administrative effort per week for partners.

0 to 1 Scale: Delivered a horizontal system that achieved a 100% adoption rate across a global network of thousands of partners.

Design Multiplier: Established high-fidelity prototyping standards and a critique culture that upleveled the strategic output of the design organization.

Directed the user experience for high-stakes enterprise commerce initiatives. This included the development of a custom marketplace quote engine supporting a projected $2.3B in annual GMS. The role required framing ambiguous 0 to 1 problems and transforming dense bidding logic into intuitive B2B primitives.

Strategic Impact: Led the design for an enterprise-scale custom quote engine to replace manual bidding processes.

Rapid Response: Launched a global emergency supplies portal during the pandemic under extreme technical and timeline constraints.

Collaboration: Partnered as a peer with engineering and data science to ensure backend complexity never compromised the user experience.

Drove the strategic redesign of the digital checkout and cart journey. The focus was on bringing a consumer-grade level of visual and interaction craft to a high-volume retail platform through behavioral data and customer insights.

Financial Result: Led the design of an order consolidation framework that resulted in $5.5M in annual shipping cost savings.

Friction Reduction: Identified and resolved critical friction points in the order funnel to balance user convenience with business impact.

Consistency at Scale: Established scalable design patterns that allowed cross-functional teams to iterate rapidly across an omnichannel experience.

Directed the design vision for a portfolio of corporate account management tools in the Fintech vertical. Focus was on turning dense, regulated financial data into actionable insights for business administrators and corporate cardholders.

Team Scaling: Joined as the sole designer for the vertical and successfully built a team of 4 designers within the first year.

Strategic Oversight: Directed the design of regulated financial reporting tools within a highly compliant environment.

Design Coaching: Provided formal mentorship and career development as a player-coach to foster a culture of design excellence.

Architected the end-to-end experience for the global digital wallet. This served 154 million users across 24 countries. The goal was to make high-stakes financial movements feel transparent, safe, and effortless at a massive scale.

High-Visibility Growth: Led the product experience for PayPal’s first Super Bowl campaign. This led to record-breaking account activation rates.

Conversion and Trust: Overhauled dispute resolution and settlement flows. This improved customer satisfaction by 12% through clearer interaction models.

System Design: Created the foundational design building blocks and interaction models used to standardize the PayPal experience globally.