At Meta, I managed outsourced vendor performance across content moderation and advertiser support, using WBR, MBR and QBR reviews to identify root causes and drive action plans. I also revamped the vendor incentive operating model, tying partner payouts to performance and customer outcomes.
I operationalised workflow transitions, site ramps and closures, and created a playbook for those changes. I partnered with Product and Engineering to pilot and scale AI-assisted tooling, and supported vendor audits by facilitating evidence and helping validate it.
At eBay, I managed partner performance and budgets, improved customer service processes, and led teams of learning specialists and escalation specialists. I also handled complex customer escalations and worked on training, service design and end-to-end change management.
