Business DRI leading intelligent automation and AI Adoption and Enablement initiatives across Post-Sales Operations at Reality Labs.

Key implementations: AI/ Automation on Help Center & Agent AI Assistant for Case Management.

• Conducted primary and secondary research to generate use cases and map workflows for AI service as a product at BYgenAI with a focus on CX and sales to improve efficiency and speed. Reimagining the sales analyst and sales consultant roles.

• Developed the business and product strategy to make franchise acquisitions easier with low transaction costs and improved conversion potential.

• Collaborated with the CTO to drive product, data, and workflow strategies. Designed and optimized LLM retrieval agents through prompt engineering and evaluation frameworks.

• Deploying bespoke synthetic data and data transformation layers to improve token efficiency and output accuracy.

https://bygenai.com/franchise-ai

• Led the migration of quality tools for 45 workflows in Workspace and Cloud product areas, enhancing efficiency and standardization.

• Implemented a flagship quality program within new product areas, including a comprehensive sampling strategy and detailed metrics reporting.

• Collaborated with abuse analysts, vendors, and program managers to drive the migration process.

• Led a team of process experts to drive process design and improvements for Meta's People organization.

• Delivered key automation and quality improvements, built the recruiting process repository, and established the XFN operations excellence program.

• Created a self-learning strategy and toolkit for process design and improvements.

Spearheaded two impactful programs from scratch that helped drive efficient product operations and meet targeted user experiences on the high-priority product areas- Play, YouTube, and Ads.

• Developed and implemented an alerting system with closed loop corrective action framework for the Trust & Safety operations intelligence center.

• Deployed the Metrics measurement system for the Vendor Ops to drive higher Precision & Recall- improved badness detection and enforcement by 20% and inter-rater consistency through a consensus driven statistical framework. (https://services.google.com/fh/files/misc/quality_assurance_in_spam_fraud_and_abuse_fighting_whitepaper.pdf)

• Drove a product program to onboard 100+ developers in 6 months for the successful launch of the Google Play Games on PC. Launched the Game testing operations and triage playbook.