Focusing on Music Reporting for labels and publishers to ensure accurate royalty payments and provide partners transparency into how music is used across Meta apps.

∙ Spearheaded the development of my newly formed team's future support strategy including establishing metrics, new processes and feedback channels, leading to a new operating model which expanded our team scope by 3x.

∙ Provided support for 4+ Global Ops (“GO”) teams across 63 high-priority launches such as Edits, FOA on RL devices, FB Live Q&A and IG Reels Lip-Sync resulting in meeting our goal of < 5% escalation rate in 2024.

∙ Led team planning sessions, aligning OKRs and deliverables, ensuring we’re working on the most important initiatives each quarter such as driving efficiency in core activities with use of Metamate AI & bot automations.

∙ Contributed to the Cross-Meta Support Strategy, setting up and testing workflows in Meta-specific tool (LBD) which deflected 27K cases from Global Support Ops, saving Meta $972K annually.

• Led the development of search & filtering features on our platform to enable discoverability of trainings, resulting in increased registrations across our 1M users.

• Led the development of customizable content experiences to support new skilling programs resulting in generating 2x MAU growth for our new cybersecurity program.

• Identified gaps and shipped improvements to our products learner reporting features to enable customers to analyze and take action on their employee’s learning behaviors.

• Improved learner checkout experience to influence learners showing up to their certification exam appointments which was expected to save upwards of $3M in the following year

• Defined business requirements, analyzed ML output and improved upon our forecasting models leading to a 90% increase in dashboard usage.

• Reviewed monthly results with internal customers to find ways to increase forecast accuracy as part of Microsoft’s modern finance transformation initiative.

• Explored self-serve forecasting solutions to improve customer engagement and strengthen our relationship with the AutoML product group.