At Verizon Wireless, I lead digital product management for customer experience and AI/ML products. I own a journey data platform that unifies four core systems and 1.2B+ customer events across 19 journeys, supporting personalization and experience decisions.
I drove customer-health insights into live IVR and chat routing, lifting chat CSAT from 72% to 74% and reducing agent handoffs from 17% to 10%. I also drove self-service improvements that increased deflection by 29% and moved 141,000 customers to digital-first servicing.
I direct 15 product owners and program managers and own the roadmap and KPI framework across 20 Agile Release Trains. My work has included directing an LLM/RAG agent in build and replacing repeatable operations work with AI summarization that cut case handling time and delivered approximately $6M in annual savings.
