As a Program Manager at Meta, I led initiatives focused on improving quality systems and operational excellence within content moderation and customer support workflows across Facebook and Instagram.

• Spearheaded enhancements in reviewer performance metrics and quality coverage, boosting measurement coverage by 75% through new process frameworks and pilot-to-global launch execution.

• Partnered cross-functionally to design a best-in-class customer support quality measurement strategy, grounded in deep industry research and internal consultation.

• Streamlined complex operational workflows to expand quality measurement systems such as Reviewer Protocol Accuracy, Ground Truth Machine, etc by implementing eligibility assessments and end-to-end solutions, eliminating roadblocks and improving onboarding outcomes.

This role combined strategic leadership with hands-on execution, driving scalable impact across global teams and systems.

Led the strategy, development, and launch of D&B Connect, a $127M self-serve data management platform powered by D&B’s proprietary database and scoring algorithms. Drove end-to-end product vision, roadmap, and GTM execution, with a strong focus on data quality, usability, and customer outcomes.

• Increased operational efficiency by 50% through enhanced ML-based data matching, enrichment, and stewardship capabilities.

• Improved product-market fit by 75% for Tier-1 U.S. B2B companies by building a robust, iterative customer feedback loop.

• Generated $3M in four months via a comprehensive GTM strategy—integrating marketing, sales enablement, onboarding, and support.

• Elevated product engagement using Gainsight PX to map customer journeys; created walkthroughs, videos, FAQs, and job aids to accelerate time-to-value.

• Owned and executed the product roadmap for the Discover module, collaborating with 30+ engineers and 15+ cross-functional teams, ensuring successful design and delivery aligned with customer needs.

This role blended strategic leadership with deep product execution, delivering significant revenue growth and improved customer experience.

Led a high-impact redesign of the Message Center to improve customer engagement, reduce call volumes, and enhance satisfaction—ultimately stabilizing key customer experience metrics at scale.

• Saved $1M annually by analyzing and optimizing global support processes across 200+ countries.

• Launched "Schedule a Callback" feature, reducing repeat contact rate by 30% and improving customer experience.

• Introduced 2-factor authentication across messaging channels, improving client security and driving a 22% drop in repeat contacts—resulting in $1.38M+ in savings.

• Redesigned UI to shift users from email to in-app messaging, increasing abatement rate by 16%.

• Cut average handle time by 15% and reduced daily disconnects from 19 to 3 by building the technical foundation for the “Message Us” feature—now live in 6 global markets.

• Led a cross-functional team of 30 engineers, QA, and designers; and led UX research to shape a more holistic and user-centric product experience.

• Designed and delivered training for hundreds of Customer Support, Sales, Marketing, and Customer Success professionals, enabling successful adoption of new messaging solutions.

Led enterprise-wide Agile transformation to improve delivery, collaboration, and compliance in a highly regulated healthcare environment.

• Drove Agile adoption across 3 scrum teams, defining clear user stories and managing a prioritized product backlog to ensure execution aligned with business and technical goals.

• Transformed a 30-person Waterfall team into 3 high-performing Scrum teams—resulting in a 20% increase in productivity and a 15% boost in delivery rate.

• Achieved 100% compliance with ICD-10 within one year by aligning efforts of 30+ internal and external healthcare partners, successfully upgrading from ICD-9 diagnosis and procedure codes.

• Managed 30+ vendor relationships, ensuring timely coordination and delivery of key product components across stakeholders.

• Boosted employee satisfaction by 30% through empathetic, hands-on leadership and fostering a culture of trust and accountability.

• Developed product requirements, aligning customer needs to technical capabilities while delivering continuity in all major application solution decisions. Facilitated Joint Application Development (JAD) sessions.

• Delivered entirely redesigned website in <6 months, conducting usability research, planning workflows of 5 offshore teams, and presenting designs and project milestone updates to C-level executives.