- Lead 20 person Operations team across multiple locations (UK & HK) that is responsible for operationalizing strategies that help the business scale and deliver great experiences to customers
- Build and manage centralised operations processes that support shipment and supply chain operations
- Reduced the company’s headcount needs by 7 full time employees (FTEs) and CTS (cost to serve) by 5% in the course of 6 months due to decreasing cycle time for team-owned processes by 33%

- Owned the success of new market roll-outs, analyzing client and end users experiences and expectations to design quarterly roadmaps and set team backlog priorities
- Led the discovery process for new features and integrations (Mobility Service Providers, Ticketing Solutions, User Authentication & Payment Service Providers)
- Outlined the scope for technical implementation and led coordination between internal tech team, third-party partners, and account managers to ensure a smooth development

- Led a cross-functional team of product and business development managers, engineers, designers and analysts, to help enhance the product and maximize commercial potential in the region
- Built high value and strategic commercial partnerships with travel partners across the region
- Negotiated commercial terms and supplemental promotional opportunities with partners in order to increase Omio’s overall revenue

- Launched and rolled out a new product across >120 markets in the UK & Ireland that enables more restaurants to partner with Uber Eats and unlocks new levels of eater demand
- Drove coordination amongst a wide range of cross-functional partners to scope product designs requirements, product test monitoring, analysis, and inform the global Product roadmap
- Leveraged product insights and order data to design customer support protocols and escalation paths, ensuring superior customer experience

- Saved the US/CAN region over 600 working hours ($21.6K) annually by building a standardized events management playbook that increased marketplace reliability in all active markets
- Headed a defect rate reduction effort for the region to identify the business’ largest defect drivers and potential solutions for each. Built a tracker for senior leadership to provide them insights into defect trends and ongoing defect reduction projects across the business

- Identified new channels for acquiring courier supply and created scalable processes for optimizing the overall courier acquisition strategy. Increased the team’s 14d signup to first trip conversion from 2.5% to a high of 15.5%, which was the highest conversion in North & South America (35 cities).
- Developed analytical frameworks to manage the marketplace efficiency for multiple key markets. Worked on optimizing delivery times, earnings, and overall partner satisfaction in the markets.

- Managed the relationship with several vendor partners responsible for a combined $50M of yearly sales by engaging in site merchandising, purchasing, inventory management, financial analysis, and operations to drive performance improvements.
-Negotiated over $1.5M in incremental funding (127% of individual goal) from various vendors to lower Amazon’s cost-structure and allow for lower prices to customers