Helotes, Texas, United States
- Technical Operations Lead with 10+ years of experience in product operations and program management, focused on large-scale B2B tech environments (Cloud, APIs, Apps, and Mobile), with additional experience in startups and consumer products. - Skilled in managing product migrations, launching new products, and shaping strategic direction to align with business goals. - Thrives in complex agile environments, applying ecosystem-level thinking and resourcefulness to navigate ambiguity and drive outcomes. - Cross-functional collaborator known for building trusted partnerships through clear communication, consistency, and shared goals. I'm also a champion of diversity, inclusion, and belonging (DIBs) and ERGs (listen to my podcast on LatinxAmerica on the power of ERGs, with Adriana Flores-Ragade). A note on connecting with me: if I do not know you or we have not met yet, please customize your invite so I know a little about you and your reason(s) for wanting to connect. Thanks so much.
Dev Launchers is a 501c3 that helps individuals transform their careers in (or into tech), democratizing access to tech careers for our members. I manage the user profile and community offerings of Dev Launchers which focuses on connecting members and volunteers to each other and to real-world opportunity, such as recruitment and mentorship.
I took a career break from tech to explore building a cottage baking business in California (legally called a Cottage Food Operation, CFO) which was/is a passion of mine. I moved to Texas to be closer to family and continue to bake on the side.
At Meta, our goal was to enable scalable, positive support and product experiences for Business Messaging products (WhatsApp, Instagram, Messenger). I was the second hire on the Enterprise Operations Support team focused on Business Messaging (this was Facebook at the time before transitioning to Meta). - Helped grow the team from 2 to 7 PMs: interviewed/hired 2, mentored 3 (technical & operational PMs). - Led the operational program management function in 2024, supporting 4–5 key programs across ~30 engineers, 4 regional managers, and executive leadership in 3 time zones. - Delivered improved proactive monitoring systems, saving $XXM/month, and reduced inbound volume by ~20% through issue deflection for developers. - Launched Instagram Messaging API support within 2 months of joining. - Expanded strategic partner support by 40% (~200 partners) for Instagram. - Established a scalable beta program for testing new features for Instagram. - Led WhatsApp Business Messaging API support workstreams with Trust & Safety (2022). - Automated/deflected ~25% of non-technical issues (~Xk monthly ticket volume), cutting costs and improving resolution time. - Managed 15 contingent Tier 1 analysts across 3 time zones (2023). - Transitioned Tier 1 workflows to two vendor teams (~12 and ~35 agents) to scale support operations.
I offer product operations, product, and program management advice and counsel to startups and businesses, with a heavy emphasis on Agile/Scrum practices, as a CSM Certified Scrum Master.
CoHome was an early stage startup and marketplace connecting real estate co-buyers. As the sole product manager during my time, I helped with the following: - launched our beta desktop version of the site, from 0 to 1 - fast followed with the launch of our mobile web responsive version of the app - conducted user experience research for various personas in the marketplace - led product roadmapping, prioritization and strategy - provided testing criteria and quality assurance, helping with release - heavy influencing of the team with scrum/agile practices - provided design feedback and incorporation, with a heavy focus on technical implementation/architecture - had continuous engagement with stakeholders like Marketing, Sales, and Partners and daily engagement with Design and Engineering