As Lead Product Manager at PayPal/Braintree, I manage three critical products that sit at the core of our payments ecosystem: Disputes, our Business Risk Platform, and our new Snowflake-powered post-processing architecture (affectionately called "Snowglobe") These products directly influence transaction margin, fraud mitigation, and merchant trust — making them foundational to both our financial performance and customer experience.

• With Disputes, I oversee the end-to-end lifecycle of chargebacks and representments, from ingestion across upstream processors to merchant reporting and resolution strategies.

• Through our Business Risk Platform, I drive enhancements to our risk scoring engine and analyst tools, helping Braintree proactively identify and mitigate fraud across the portfolio with greater efficiency.

• And with our Snowflake initiative, I led a cloud-first modernization of our post-processing architecture, unlocking faster go-to-market and greater scalability.

AI plays a central role in how I work and what I build. I use it to augment my decision-making as a product leader, accelerate discovery, and uncover deeper insights. More importantly, I’m embedding AI within our products themselves — powering smarter risk models, dispute strategies, and data-driven workflows that give merchants both protection and efficiency.

As Lead Product Manager, I also invest time in building the next generation - directly managing, mentoring, and sharing my expertise and AI-first approach with product manager across the business.

Looking forward to my new adventures as a member of the Braintree Post Processing PM team, co-managing the Braintree Disputes product.

As a member of the Global Sales organization's first line of defense (FLOD), I manage Sales-impacting incidents and issues by:

• Identifying, engaging, and providing visibility to necessary stakeholders.

• Complete impact and root cause analysis.

• Applying typical project management methodologies.

• Track mitigation, remediation, and customer recovery tasks, documenting progress via ServiceNow.

• Liaison with Second line (SLOD) partners to ensure identified risks have been properly remediated.

• Partner with other teams to track risks and controls, and implement necessary testing.

In addition to the day-to-day risk management, I:

• Continually improve the maturity and strength of Sales' incident and issue management programs.

• Developed and manage SharePoint site for improved visibility, a centralized location to store our team's documents and resources, and an intake form to standardize engagement.

• Utilize data from various dashboards and reports to provide Sales leadership with enhanced visibility into the incident and issue management programs.

Accomplishments

• Process gap identification and remediation that resulted in actual savings of $547,850 for PayPal

• A 44% reduction in total tickets within 4 months

• A 40% reduction in internal notes and 9% reduction in outgoing emails

• Created standardized metrics monitoring and analysis for teammates

• Seamless transition of 3k+ monthly item workflow to another internal team

Our analysts provide support to merchants and work with our acquirers and card networks to ensure compliance with the various dispute and fraud monitoring programs for the entire Braintree portfolio.

Acting Team Leader of the newly formed Vetted Products Monitoring team at PayPal

• Oversee 23 teammates from varying backgrounds and locations

• Develop a cohesive virtual team, bringing alignment across our varying processes and procedures

• Built out annual and monthly metrics based on raw data, analyzing historical performance and identifying individual and team opportunities

• Improve the quality of our queue and appeals by completing analysis on the performance of rules, as well as working directly with the rule-writing org.

• Launched monitoring of new product (QR Codes) and working to onboard monitoring for Zettle