Created and owned the feature request management system connecting customer-facing teams and product managers, including both internal and customer portals.

Designed and led quarterly and annual roadmap planning, improving coordination across product, design, and engineering teams.

Strengthened cross-functional alignment and delivery with frameworks and playbooks for beta and early access programs, product development lifecycle, and GA readiness.

Established the customer feedback loop between customer-facing teams and product managers, which sped up escalation resolution and reduced manual overhead by 45%.

Designed and launched a new internal tool from scratch that created a centralized repository for feature requests to 400 users across product, success, sales, and support teams.

Developed a Product Operations Maturity Model, which benchmarked our team’s current state against external ProdOps organizations to identify growth areas for our organization.

Led workshops using design thinking to define >20 customer personas, map end-to-end journeys, and prioritize features across 1–5 year roadmaps.

Delivered strategic product roadmaps and experience prototypes for clients across financial services, healthcare, retail, and media — including PNC, Amex, Samsung, Dow Jones.