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Synthesis


Started off as a teaching assistant, and then I went on to build and lead the following teams which served thousands of students around the world:

  • a coaching team that taught students about collaboration through real-time collaborative strategy games
  • a technical support team that addressed client-level device issues and documented and escalated platform issues for the real-time browser game product serving thousands of users each week
  • a product team that pioneered LLM analysis on students’ audio transcription and metrics during the games to provide customized feedback on their development in collaboration skills

My two proudest stretches working at the company were:

  • leading a major product overhaul after a disastrous pivot in company strategy (losing ~50% of the customer base within a ~quarter by focusing on a pure-gaming experience) to focus on key essentials of what customers had always wanted - quality coaching and a safe environment for students (the coaching team) and reliable insight and feedback on how their child is performing (the LLM analysis product team)
  • leading the operational scaling (4x-ing the coaching team headcount) to successfully serve a 5x user base bump for a successful summer camp experience (NPS of 60+) within 2 weeks as well as improving product technical efficiency for the LLM analysis and technical support teams to handle the sudden surge in user-minutes on the platform

In moments of crisis, I also authored internal strategy reports (one directly catalyzed leadership to follow through on my plan to stabilize catastrophic churn and rebuild product NPS).