University of Southern California

Chapman University

Quantic School of Business and Technology

Product Foundations Lead at Facebook

San Francisco Bay Area

Facebook

Product Foundations Lead

- Served as lead program manager on operations readiness and data science team. Led functional and technical delivery of key team-, org-, and company-wide initiatives, including: GDPR compliance, platform health & safety, elections integrity, proactive abuse detection & remediation, machine learning solutions, and product feature & policy development.• Created operating models to accelerate change management and event management. Designed costing and budget forecasting tools used by organization in cross-functional project and program planning.• Hosted project acceptance and portfolio reviews with senior leadership to ensure on-track scheduling and resourcing.• Mentored and coached organization on agile, project & risk management, and roadmap ownership principles. Managed administration and facilitated adoption of JIRA and Portfolio across multiple teams.• Co-founded and co-chaired company product & employee accessibility group.

Twitter

Senior Program Manager, Launch & Analytics

- Managed global partner support operations for Google News teams. Served as product expert on Google News, Google News Publisher Center, Google Search Console, and Accelerated Mobile Pages.• Influenced tool and product development by advocating partner and industry needs. Worked closely with Engineering and Product Management teams on feature development (PRD creation, wireframes, testing), partner piloting, and launch activities.• Managed overseas partner support vendors. Investigated and triaged product issue escalations to Engineering teams. Reviewed vendor support cases weekly to ensure adherence to quality standards, service levels, and CSAT targets.• Responsible for writing, localizing, and maintaining Help Center and internal-facing team documentation. Developed training materials and conducted training sessions for vendor trainers and support agents.• Delivered weekly operational metrics reports and presentations at cross-functional team meetings.• Hosted various partner-facing education events in collaboration with Community Management.

Google

Partner Product Specialist, Digital Content

- Managed global support operations for YouTube Paid Products. Served as product expert on Movies, TV Shows, Paid Channels, Pay-Per-View Live Events, YouTube TV, and other unreleased projects.• Provided strategic insights for Engineering, Product Management, Business Development, Marketing, and Legal teams via deep analysis of product usage data, support metrics, user feedback, and market research. Constructed product and support dashboards for senior management using SQL and proprietary business intelligence tools.• Drove continuous product and support improvement efforts for Paid Products portfolio. Prioritized initiatives based on robust data sets. Built business cases and wrote requirements for embedding within product roadmaps.• Planned and managed launch activities for key feature and platform changes across support operations globally.• Monitored multiple overseas support vendors for product health, service level targets, quality, and customer satisfaction. Provided feedback and QA notes during weekly meetings.• Developed global Paid Products incident response policies and escalation guidelines for product outages. Authored team playbooks and managed rotating on-call schedule.• Wrote and localized Help Center articles, product documentation, and canned responses. Created YouTube Paid Products brand voice and writing guidelines. Expanded Paid Product support into 28 new languages.

YouTube (Google)

Product Specialist, Paid Products

- Responsible for creating and scaling strategies for supporting new playback hardware for YouTube Paid Products.• Worked closely with cross-functional teams to launch transactional and subscription features on mobile devices, smart televisions, game consoles, and media streaming devices.• Drove development and implementation of baked-in mobile Help Center platform in Android and iOS apps.• Designed new device-focused support policies, workflows, and troubleshooting guidelines. Wrote support agent training curriculum and QA framework.• Developed device troubleshooting tool used by 100+ support agents and vendor site leads globally.• Created and oversaw hardware device test lab for use by multiple operations teams. Tracked device inventory and managed operating budget.

Program Manager, Device and Platform Support

- Managed strategic Information Technology projects at a global content delivery company. Reported to Director of Information Technology with weekly project reports including risk assessments and budget updates.• Wrote requests for proposals, evaluated and negotiated bids, executed statement of work documents, and supervised contractors.• Planned and managed infrastructure upgrades, office expansions, and network build-outs. Managed consolidation of 3 Bay Area locations into new San Francisco office (150+ employees) and relocation of Seattle office (30+ employees).• Oversaw development of new employee IT support portal to drive down support case volumes. Designed and developed custom Confluence tools to support this project. Wrote support workflows and portal content.

Limelight Networks

IT Project Manager

- Served as IT support engineer for west coast offices. Maintained hardware and managed network infrastructure. Administered hosted and on-premises services including JIRA, Confluence, GitHub, and other in-house systems.• Helped develop and pilot remote office infrastructure standards with Information Security, Network Engineering, and Corporate Development teams.• Collaborated with regional support engineers on cross-functional team projects such as global sales kickoff conferences, all-hands meetings, and other special projects.

Support Engineer

- Served as chief creative and lead front-end developer at an internet startup. Responsible for overall product design, development, user experience, and creative concepts.• Created wireframes, personas, and user interface assets in HTML, CSS, JavaScript, Photoshop, and Illustrator. Designed and developed company website and advertising.• Developed customer service workflows. Wrote support policies, service level agreements, and technical product documentation. Answered customer support emails and resolved escalated issues with Engineering team.• Managed 5+ person QA contractor team. Wrote and reviewed test cases. • Implemented and administered on-premises JIRA and Confluence servers.• Supported recruiting, interviewing, and hiring new team members.

Reppify

Creative Director / Web Developer

- Served as product expert on Pixar’s World of Cars Online, Toontown Online, Pirates of the Caribbean Online, Pixie Hollow, Club Penguin, and Game Kingdom Online.• Acted as support team liaison during Engineering, Product Management, and Marketing cross-functional efforts.• Wrote Help Center articles, technical FAQs, game documentation, and support team metrics reports.• Created knowledge base with support guidelines and troubleshooting workflows. Used by 100+ support agents globally.• Triaged bug reports with Engineering teams. Investigated escalations from Player and Billing support teams. Responded to customer emails as needed.• Developed CRM plugin to automatically analyze game logs for common issue drivers. Used by 20+ tier-2 support agents.• Conducted QA game tests on mobile & desktop environments as part of launch activities.

Disney Interactive

Technical Product Specialist, Virtual Worlds

- Managed and mentored a team of 50+ store operations employees at Disney’s California Adventure theme park.• Responsibilities included workforce supervision, scheduling, performance audits, cash management, and sales reporting.• Trained and coached employees on store operations processes, guest interaction strategies, sales techniques, and service recovery workflows.• Partnered regularly with promotions and visuals team to ensure optimal store traffic flows and service quality.• Worked closely with Guest Services, Store Operations, and Management teams to launch new store locations.

The Walt Disney Company

Team Leader, Store Operations

- Managed information technology infrastructure and services for a full-service architecture firm. Ensured timely and effective technical support for company employees, vendors, and subcontractors.• Guaranteed uptime for in-house servers and other electronic resources. Maintained on-site and managed rotating off-site backups of company digital assets.• Authorized technology purchases and approved external vendor work for large-scale projects. Maintained company IT budget and reviewed spending regularly with senior management.• Collaborated with lead architects, CAD management, and build team members to develop and maintain in-house technology solutions based on project needs.• Oversaw company-wide transition from Windows 2000 to XP and server migrations from Small Business Server 2000 to 2003.• Wrote employee manuals for effective use of electronic company resources. Provided hands-on training to employees when necessary.

Kanner Architects

IT Systems Manager

Responsible for planning and designing promotional campaigns for USC’s student government. Work included posters, door hangers, contests, and student events. Helped plan and develop student activities promotions portal website.

Assistant Director of Promotions

Prepared federal grant paperwork, tracked payroll, answered phones, ran errands and organized filing. Processed invoices and contracts, liaised with different department vendors and fulfilled financial requests.

Viterbi School of Engineering - Office Assistant

Assisted Senior Vice President of Production. Coordinated studio producer meetings and reviewed dailies. Tracked active productions and created director/writer inventory. Analyzed/recommended scripts for proposed productions and wrote script coverage.

Sony Pictures Entertainment

Columbia-TriStar Domestic Television Intern

Organized draft changes of in-development and production scripts. Researched development deals and wrote script coverage. Assisted with pre-production on feature film "The Rundown" (released 2003).

Universal Pictures

Misher Films - Development Intern

- Designed, built, and maintained technology-based solutions for various clients. Work includes website development, content creation, and information technology services.• Created websites for small businesses across several industries including restaurants, medical, legal, and e-commerce.• Produced custom event videos for non-profit and charity organizations. Designed DVD menus and packaging artwork.• Remotely managed in-house networks and servers for a small accounting firm and an online retailer.

Bradford Gibbons