Greater Boston
I’m a product & platform leader focused on building trusted, resilient, and leveraged systems for marketplaces and SaaS platforms. At Eventbrite, I lead the platform and marketplace services portfolio across identity, risk & fraud, privacy & compliance, customer experience tooling and AI, SRE, test automation, core platform, and product operations—turning historically under‑invested infrastructure into measurable business levers. In recent years that has meant cutting fraud losses by ~50% YoY, driving multi‑x reductions in abusive behavior (bad events, bad tickets sold, and spam/phishing), and protecting tens of millions in creator revenue at risk of churn. I’ve modernized service & support into a chatbot‑first, data‑driven stack that improved chatbot CSAT by 20 points YoY, reduced overall support contacts by more than 20%, reduced human‑handled contacts by more than 30%, and am on track to deliver $1M+ in annual run‑rate savings. On the identity side, I’ve led a complex Auth0 migration and team geo‑transition while driving a 5x reduction in account takeovers, a 4x reduction in ATO fraud losses, and improved returning‑user login conversion. I operate with a founder’s mindset in messy, cross‑cutting spaces—Risk & Fraud, Support, Identity, Privacy/DSA—acting as a single‑threaded owner who ties together Product, Engineering, Support, Legal, Policy, Finance, and Data. I’m data‑driven and outcome‑oriented, building durable operating systems (business reviews, planning frameworks, developer‑experience surveys) so teams can manage fraud, support, reliability, and devX with the same rigor they apply to growth. I’m also hands‑on in evaluating and integrating AI into support, moderation, and internal tooling at scale, with clear guardrails and economics rather than hype.
Lead Eventbrite’s platform, trust, and CX portfolio—Identity, Risk & Fraud, Privacy & Compliance, CX tooling and AI, SRE, Test Automation, Core Platform, and Product Operations—to reduce fraud loss, modernize service & support, strengthen account security, and improve developer and PM experience across a global self‑serve marketplace. Key outcomes: – Cut fraud and abuse roughly 50% YoY, with multi‑x reductions in bad events, bad tickets, and spam/phishing, and tens of millions in revenue protected through policy and ranking changes. – Modernized service & support into a chatbot‑first, AI‑assisted stack: +20% chatbot CSAT, ‑23% overall contacts, ‑32% human‑handled contacts, and significant annual run‑rate savings. – Strengthened identity and account security while improving UX, driving ~5x fewer account takeovers, 4x lower ATO fraud losses, and higher returning‑user login conversion through an Auth0 migration and team geo‑transition. – Elevated developer experience by championing DX measurement and platform investment, improving sentiment double digits on local dev and release. – Built durable operating systems—cross‑company Weekly Business Reviews, planning templates, Jira governance, and developer‑experience surveys—that align Product, Engineering, CX, Legal, Finance, and Data on a single view of platform, trust, and support health.
Head of product for Healthcare platforms, a 650 person group responsible for core cloud and on-prem infrastructure to support thousands of CVS engineers in the end to end software engineering workflow (environment creation, API catalog, CI/CD pipeline, infrastructure, tooling, observability) coupled with a federated model for the creation and consumption of shared services built on top in the areas of identity, preferences, consent, iOT, health insights, and communications that support millions of end users. Drove a principle-driven assessment of platform investment areas and orchestrated a complete transformation of the platform organization into logical domains, Agile Release Trains, and teams. Instituted consistent processes for backlogs, roadmaps, KPIs, root cause analysis, and demos across all platform investment areas. Unified portfolio tracking in the areas of team roster, tooling costs and lifecycle stage, work item tagging, and budget classification, dramatically improving visibility and accountability for platform investments. Scaled platform microservices from supporting thousands of end users to millions of end users.
Led a 65-person product management team across four business units responsible for EBSCO’s $3B subscription services business that serves 100K+ customers and 100M monthly users. Planned, organized, and delivered the infrastructure needs of 1,000+ EIS business and technology staff through the establishment of 14 domains in areas including accessibility, internationalization, cloud platform, analytics, APIs, authentication, security, search platform, and content processing. Led the creation of a five-year financial and technology investment model to support the strategic company objectives of completing cloud migration and reducing overall technology spending by 15%. Partnered with key leaders to plan and execute migration of EBSCO’s monolithic legacy interfaces to a microservices-based cloud native architecture. Drove the creation of domain roadmaps and long-range plans, designed a quarterly review process, and provided coaching and oversight to domain leaders. Unified disparate processes, tools, and vendors across the domains, resulting in over $1M in savings and economies of scale in providing unified platform services to all EIS business units. Provided insight and build vs. buy vs. partner assessment of potential acquisitions and strategic investment areas.
Defined vision and roadmap for business intelligence and analytics. Worked across six business units to bring user behavior analysis (Amplitude) as well as A/B testing and experimentation (Optimizely) to multiple product lines. Collaborated with architecture and engineering stakeholders to prioritize and fund analytics initiatives. Socialized strategy across the company to ensure alignment and buy-in. Drove KPI initiative focused on measuring value delivered to customers.
Led a team of engineers responsible for file open and save features in the Microsoft Office suite of applications that were used by more than 200 million unique users per week. Built processes for incident management, data-driven engineering, and agile development. Oversaw the emergence of DevOps and the transition from 3-year to weekly release cycles. Shipped key features of theOffice Backstage on time and with high quality such as in-app file browsing, Shared with Me, and Groups and Sites. Drove telemetry across the 80-person local engineering team. Architected and implemented an Azure-based usage, reliability, and perf dashboard used by 200+ engineers daily. Wrote an instrumentation white paper identifying process, toolset, and coding gaps that resulted in the funding of a 10-person cross-Office team to address deficiencies. Reduced cost of instrumentation for our Boston-based engineering teams by 50%, resulting in annualized savings of $2.8M. Spearheaded an effort to collect and visualize file location data across Word, Excel, and PowerPoint which led to significant changes in planned feature investments across multiple teams in the broader 8,000 person Office organization in order to improve usage of the cloud. Led cross-org team to develop common KPIs for file open reliability across client and SharePoint teams. Conceived and established the Customer Insights and Shield teams. Defined processes for rotating engineer participation, KPI analysis, customer feedback review, and monitoring. Facilitated service reviews, customer site visits, and tracking of Mean Time to Detect and Mean Time to Recover.
Directed a 40-person test team, responsible for all aspects of testing for several products and features in the Office 2010 and Office 2013 suites across the Windows, web, and mobile platforms. As a member of the dev, test, and product management leadership triad, provided overall direction for our 100-person Boston team. Twice selected to participate in Microsoft’s Bench leadership development program, which is offered to 10% of high performing managers company-wide. Engaged on critical high-profile customer escalations and provided technical expertise and facilitation. Improved overall engineering efficiency on the team by architecting and implementing major components of a disk imaging solution that allowed unattended deployment of any operating system and any version of Office plus debugging tools, which was used by multiple Office teams for more than 5 years. Represented the Boston office on the Site Leader Forum, comprised of a senior leader from each of Microsoft’s distributed development centers (China, India, Ireland, Japan, California, Boston, and Norway). Drove initiatives that dramatically improved recruiting outcomes and eliminated inefficiencies in build times for remote sites. Designed a tool to stress test SharePoint Workspace that automatically validated downloading and launching Office documents from 35,000 web sites on the corporate intranet, using 50 virtual machines to parallelize the work. The tool found numerous ship-blocking bugs across multiple products. Drove the test team to adopt model-based testing, which allowed for pseudo-random test cases executed across Windows, iOS, and Mac platforms using a common architecture. These tests became a key predictor of release readiness and saved significant engineering time. Led a cross-discipline and cross-org virtual team to identify and fix MySite creation performance issues, resulting in a decrease in time needed to create a site from over two minutes to 20 seconds.
Led a 35-person test team and a 3-person release engineering team. Integrated and shipped Groove as part of the Office 2007 suite of products in just 12 months, with quality on par with other Office products.
Led a team of 18 testers responsible for the Groove client product. Shipped three major versions of Groove, eventually assuming responsibility for all of the test and release engineering teams as the Director of Quality Assurance, culminating in Groove’s acquisition by Microsoft.