Short public context for the proof points used in README.md.
The numbers here are drawn from my resume and kept at summary level. The goal is to make the public claims easier to interpret, not to publish internal case studies.
- Role: Senior Product Manager at Zendesk
- Scope: Product work across workflow design, clearer ownership, and delivery coordination on trust and compliance surfaces
- Constraints: Policy handling, operational clarity, and cross-functional coordination all mattered at the same time
- Outcome: Turnaround moved from roughly 30 days to 48 business hours
- Read next: core/ARCHITECTURE.md, core/HOW_I_WORK.md
- Role: Senior Product Manager at Zendesk
- Scope: Product work across backend re-architecture, clearer customer-facing behavior, and day-two reliability thinking
- Constraints: This was a transparency surface where reliability, clarity, and trust were tightly linked
- Outcome: Improved reliability and reduced repeat complaints on a trust-sensitive transparency surface
- Read next: insights/patterns/sync-delays-break-trust.md, core/SIGNAL_TO_DECISION.md
- Role: Product management on an internal platform used across 40+ engineering teams
- Scope: Contribution flow, architecture boundaries, and a micro-frontend transition that made more teams able to contribute
- Constraints: The work had to improve adoption without turning platform ownership into a bottleneck
- Outcome: Contributing PRs increased by 135%
- Read next: core/DOMAIN_MAP.md, projects/meitheal.md
- Role: Short 2026 HiveNet contract working hands-on with Intercom Fin in a live environment
- Scope: Reviewed real conversations, tuned escalation paths, tagged edge cases, and set quality thresholds
- Constraints: The work had to be grounded in live behavior rather than demo prompts or abstract model claims
- Outcome: Sharper judgment about routing, fallback paths, and what actually earns trust after launch
- Read next: core/AI_IN_PRODUCTION.md, projects/moltis-zeroClaw.md