I am a results-driven design program manager with a 10+ year track record of driving operations and building and scaling teams in cross-functional environments.

EXPERIENCE

Meta, Seattle WA — Manager, Design Program Management

JAN 2021 - JUNE 2023

Led design operations for a distributed org of 180+ product designers and user researchers supporting 150+ dierent products & services.

  • Enabled org growth from 20 to 200 over 3 years by scaling onboarding, knowledge management, and learning & development.

  • Built, managed, and coached a high-performing team of 10 operations specialists responsible for the org’s operational health.

  • Led two annual summits with 150+ attendees each to optimize collaboration with engineering partners, build design skills, and create a community for internally focused design teams.

  • Drove annual strategy planning on-sites for both Product Design and User Research leadership organizations in Infrastructure.

  • Managed a $2M annual budget for department leaders within Meta Infrastructure in partnership with Finance.

  • Built and implemented a sizing and capacity planning framework for product design, user research, and design operations teams to better track and communicate work to cross-functional partners.

Meta, Menlo Park CA — Design Program Manager

JUNE 2018 - JAN 2021

  • Built a pipeline and processes to facilitate the hiring of 30 contingent workers per year to supplement FTE hiring.

  • Built a communications design team to introduce visual storytelling and data visualization into a technical product organization

  • Created and implemented a required evaluation process for 20+ internal teams building products into news feed

  • Organized and facilitated design sprints during rapid product iteration phases for FB news feed future features.

Blizzard Ent., Irvine CA — Design Program Manager

JAN 2013 - JUNE 2018

Design program manager for the Battle.net UX team focused on driving eciency and scale for a rapidly growing 0-1 UX team.

  • Scaled user research tools, processes, and vendors which led to study capacity growth from 10 per year to 40+ per year.

  • Built a fully featured usability lab to accommodate on-site and remote user research across every gaming platform we supported.

  • Collected, managed, and reported on requests from development teams whose products lived on the shared platform we built.

Blizzard Ent., Irvine CA — Associate Producer

APR 2012 - JAN 2013

  • Balanced Blizzard quality with project deadlines by supporting teams of fast-moving developers and designers.

  • Served as Producer for internal content-management system to publish player-facing content to all Blizzard platforms.

  • Owned and maintained team backlog in JIRA.

  • Implemented scrum/agile practices for a team of developers and designers.

  • Created and managed deploy processes, and communication for major deploys to all regions.

Blizzard Ent., Irvine CA — Sr. Account & Technical Services Representative

NOV 2006 - APR 2012

Responsible for growing and leading a team of customer-support representatives to provide epic-level service to our players through sharing processes and coaching the soft skills needed to take an empathetic and thoughtful approach to resolving player issues.

  • Coached a team of 15+ customer support reps to be the top-performing team for the North American region.

  • Set up and onboarded an entire new customer-support office for the Southeast Asia region for the release of StarCraft II.

  • Screened, interviewed, and recommended candidates for hiring.

  • Trained new-hire reps with a combination of classroom-style lectures, shadowing, and reverse shadowing.

  • Served as point of escalation for Blizzard’s Irvine contact center.

  • Set up and onboarded an entire new customer-support office in Singapore for the Southeast Asia region release of StarCraft II.

  • Screened, interviewed, and recommended candidates for hiring.