At DraftKings, I build scalable systems and AI-enabled workflows for Customer Experience and Workforce Management. I built a custom shift-bid application for 500+ employees and a vacation workflow that has routed requests and updated the roster more than 2,000 times.
I also built real-time performance alerts across a 1,500+ employee operation; queues declined from thousands to single digits within three weeks. My Daily Ops Report web app is used by 100+ leaders, and automated callout, shrinkage, and attendance processes contributed to 85% sustained adherence, 50% better attendance accuracy, and 99+ supervisor hours recovered per week.
Before my current role, I led 18 supervisors in DraftKings’ Customer Experience organization and developed systems for performance, feedback, and operational consistency. Thirteen of the 18 leaders I supported were promoted into expanded leadership roles, and employee suggestion programs resulted in 100+ implemented improvements.
At Zappos Family of Companies, I led Employee Experience, organizational design, and change initiatives, including training approximately 1,500 employees during a company-wide operating model transformation. Earlier, I founded Liberty Ballers, which grew to reach 100K+ monthly unique visitors before becoming part of SB Nation/Vox Media.
