Engineering Productivity - Internal AI Tooling

• Own product strategy for internal AI productivity tooling, driving daily active usage adoption across engineering and scaling enablement across business orgs.

• Defined AI adoption metrics and benchmarking frameworks (DAU, NPS, productivity measures) to evaluate impact and guide long-term strategy.

• Designed and executed enablement programs (training, workshops, demos) to accelerate AI adoption and measure productivity outcomes.

• Authored roadmaps, aligning leadership around AI platform direction, foundational services, and adoption targets.

• Collaborate with Engineering, ZOS, and Prod-Dev teams to shape AI platform vision, evaluation dashboards, and infrastructure strategy.

• Mentor Product Managers on the Engineering Productivity team, strengthening org-wide product leadership.

Engineering Productivity - Deployment & Release Services

• Owned product vision and execution for Deployment and Release tooling used across Zendesk engineering.

• Partnered with engineering leaders to modernize release pipelines, improve developer experience, and strengthen reliability of deployments.

• Influenced Zendesk OS and global product teams to ensure roadmap alignment and delivery of scalable engineering infrastructure.

• Engaged closely with engineering customers to capture feedback and prioritize investments in release safety and automation.

• Owned all North America partner relationships and accountability on contract obligations.

• Delivered measurable impact on revenue and quality metrics during an analytics platform migration affecting 20,000+ customers.

• Oversaw a 40+ person team, maintaining project forecasts and delivering 1,000+ services engagements.

• Lead function and technical implementation and design of Demand Forecasting and Inventory Optimization solutions

• Mentor and oversee the work and growth of junior Consultants and Analysts

• Responsible for developing a functional and technical design that integrates with existing client ERP and other Manhattan supply chain software

• Provide client with inventory and supply chain optimization analysis

• Analyze complex problems associated with client-server technologies and provide technical support expertise throughout the supply chain software implementation

• Incorporate customer business requirements with system functionality

• Manage client relations by providing business, inventory management, and systems expertise

• Team Manager and Trainer in build management process

• Responsible for all technical and analytical aspects throughout the project life-cycle including: design, creation of technical design specs, software development, issue analysis and resolution, and implementation/post implementation support