At Intuit Mailchimp, I owned the roadmap and backlog for support technology used daily by Mailchimp’s agents. I translated needs from support, operations, and leadership into requirements, user stories, and acceptance criteria for engineering and vendor teams.
I took Mailchimp’s customer-facing chatbot on Ada from requirements through launch, coordinating with engineering and the vendor to integrate it with internal agent tooling and customer channels. I also prioritized enhancements that reduced ticket volume and shortened time to close tickets.
Before that, I served as Business Solutions Manager at Mailchimp, translating operational problems into scoped requirements and tooling changes. I redesigned internal support workflows, reducing the staffing needed to handle volume and shortening ticket resolution time.
At DataAnnotation, I evaluate large language model outputs for accuracy, reasoning, and adherence to detailed guidelines. I’m also building Focus Companion, a cross-browser focus and anti-distraction extension, with AI coding agents.
