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Synthesis


Started off as a teaching assistant, and then I went on to build and lead three 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-side 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 built one of the earliest applications of LLM analysis on students' audio transcription and in-game metrics to deliver customized feedback on their collaboration skills

My two proudest stretches there:

  • Leading the operational turnaround after a disastrous strategy pivot. The pivot to a pure-gaming experience churned ~50% of the customer base in roughly a quarter. I led the operational turnaround back toward what customers had always valued — quality coaching and a safe environment for students, and reliable feedback on how their child was developing — stabilizing the product and helping return it to profitability.
  • Leading the operational scaling for a $1M+ summer camp. When signups surged three weeks out, I 4x'd the coaching team headcount in two weeks to serve a 5x user-base increase, and improved technical efficiency across the LLM-analysis and technical support teams to absorb the spike in platform load. The camp ran at 60+ NPS across both months.

I also authored internal strategy reports during crisis stretches; one directly catalyzed leadership to follow through on the plan that stabilized churn and rebuilt product NPS.