Platforms, APIs, and integrations — current and recent.
Senior Technical Product Manager · October 2023 – Present. Internal platforms and integrations across Fiserv, Mastercard, Alkami, Velera, and OSG.
Led decoupling of legacy APIs serving both member-facing and employee-facing use cases. Identified which capabilities were safe to expose externally (read-only account data) versus internal-only (account closure, sensitive write actions), then set the versioning and rollout sequence so internal tools could ship independently of member-facing surfaces.
Traced the loss to how the customer-service tools were built: manual handoffs, redundant approvals, and missing integrations. Quantified the cost, built the business case, and now lead the redesign as a top organizational priority — automating handoffs, connecting card processing and core banking directly, and simplifying the screens reps work in.
Alongside the tooling redesign, investigated why core internal APIs were slow — over-fetching, redundant calls, sequential requests, unoptimized database queries. Quantified the impact and secured leadership prioritization for the fixes.
Defined requirements for the write APIs employees use to act on a member's behalf — closing accounts, issuing cards, handling disputes, resetting passwords and lockouts, retrieving documents — across Fiserv, Alkami, Velera, Mastercard, and OSG. Coordinated delivery across onshore, offshore low-code, and vendor engineering teams. Security is layered: trusted-source IP allowlisting, token-based authentication, and rate limiting.
Product vision and rollout for an internal AI agent (Pega Knowledge Buddy) handling 1,000+ daily questions from customer service reps. Built the business case, made the build-vs-buy recommendation, and ran the adoption push. Saves roughly 1,200 hours a year.
Led Simplification, a top enterprise priority communicated regularly by the CEO. Delivered 51 features across the year — matching the total output of the rest of the PM department combined.
On-call experience firefighting production incidents at the layer where outages can mean a member can't access their funds.
Fintech operations, integration work, and customer-facing roles before product.