UK | Jamaica | Remote

Summary

Product and operations leader with a strong record of enabling enterprise success, building internal processes, and troubleshooting complex SaaS issues. Known for delivering high-quality driving cross-functional collaboration, support experiences, and using data and user feedback to guide improvements. Passionate about responsible AI and building scalable systems that enhance user experiences.

Experience

Sourcemap — Product Manager & Product Operations

06/22 – Present

Resolved complex onboarding, support, and data integrity issues for global supply chain customers, becoming the go-to product lead for internal support escalations.
Partnered with engineering to troubleshoot and triage user-reported bugs, security issues, and integration errors across thousands of suppliers and enterprises.
Reduced time-to-value by ~85% by launching a streamlined platform and support experience.
Standardized workflows for support and compliance documentation, helping scale adoption across 20,000+ companies.
Led feedback loops between users and product/engineering teams to refine platform features and prioritize roadmap items.
Key internal owner of enterprise enablement across product, sales, and support teams as company scaled 3x.

Acquire.io — Product Manager & Customer Enablement Lead

10/21 – 06/22 (PM) | 02/21 – 12/21 (CSM/Enablement)

Designed and delivered a fully self-serve onboarding product—500+ lessons completed within 3 months.
Built tools to support the Sales and Support orgs, including an onboarding calculator and feature health score audits.
Frequently acted as the technical liaison between Sales, CX, and Engineering teams.
Identified and addressed root causes of customer churn through interviews and product analytics.
Personally managed support for $500k+ in accounts during high product volatility.

Quadmark (Google Account) — Instructional Designer & Account Manager

06/18 – 03/20

Created high-impact support and learning materials, including a 24-part global certification program for Google partners.
Designed platform UX flows and support logic with engineering and content teams.
Managed cross-team stakeholder needs and localized materials into 15 languages.
Maintained high satisfaction (NPS 92) across global training assets used by 1.5M+ users.

Education

University College London | Bachelors of Arts and Sciences (09/14-05/18)

Primary foci: Behavioural science and technology impact (3.9 GPA eq)

Hitotsubashi University | Tokyo JP | (09/16-06/17)