The short version.

Program Management & Operations Consultant

Independent Consulting — Woodinville, WA

10/2025 – Present

Program management and operational consulting focused on process improvement, operational risk, documentation, governance, and cross-functional execution.

• Contract project lead for LinkedIn: completed an AI quality evaluation alignment project, assessing complex conversational data and providing structured feedback to improve language model quality and consistency.
• Advise business leaders on governance frameworks, operational controls, and scalable execution models that improve accountability and performance.
• Design scalable process architectures and structured SOP frameworks that streamline alignment across risk and compliance functions.
• Build KPI dashboards and executive reporting cadences to improve visibility and reduce friction.

Business Operations Analyst II — AWS Billing

Amazon — Seattle, WA

10/2022 – 10/2025

Managed complex billing operations, process improvements, and automation initiatives supporting AWS Payments and Billing.

• Created and maintained global SOPs for Advance Pay workflows, bulk upload processes, and customer service discrepancy handling; designed an AI-based tool to streamline SOP updates.
• Owned the AWS Payments Product Ops ticket queue, resolving over 427 critical escalations, and managed the AWS Payments Incentive Program end to end.
• Ran an operational audit of customer support SOPs, implemented corrective actions, and reduced out-of-scope and educational tickets by 30%.
• Led Cost of Payments meetings, aligning global stakeholders on next steps and mentoring peers in documentation standards.

Program Manager II — Amazon Pay Compliance Operations

Amazon — Seattle, WA

04/2022 – 10/2022

Compliance operations initiatives focused on process standardization, program execution, and cross-functional delivery.

• Led high-stakes initiatives focused on program completion, process simplification, and delivery efficiency while strengthening protocols protecting customers and Amazon.
• Managed compliance processes from planning through implementation: SOPs, requirements, dependencies, and consistent execution across teams.
• Partnered with Product and Engineering on backend processes and merchant-facing communications, reporting status directly to executive leadership.

Program Manager II — HBS Customer Trust

Amazon — Seattle, WA

10/2020 – 04/2022

Customer Trust programs supporting provider onboarding, verification, operational risk, and process improvement.

• Governed an active program value of over $10 million and reduced onboarding delays by 42% by standardizing complex verification workflows.
• Served as the core subject matter expert for Customer Trust, assessing background check, call, text, and digital identity signals.
• Led the licensing verification manual process, onboarding two providers with over 1,000 technicians each and sharply reducing technician downtime.

Program Manager II — Community Trust and Review Abuse

Amazon — Seattle, WA

09/2018 – 10/2020

Product review abuse programs focused on identifying fraud patterns, building automated seller enforcement, and scaling abuse prevention.

• Built and implemented automated seller enforcement for review abuse, creating scalable rules that became a permanent part of the program.
• Created automated detection rules using business intelligence tools and internal rules platforms to surface abuse patterns and risky seller behavior.
• Worked cross-functionally to define requirements, evaluate risk signals, and expand enforcement coverage.
• Delivered a high-priority warning rule on an accelerated timeline using a lightweight operational solution while longer-term automation was built in parallel.

Program Manager / Manager — Affiliate Marketing and Risk Management

Amazon — Seattle, WA

04/2017 – 09/2018

Global affiliate risk and fraud programs combining program strategy, investigations, people leadership, and external detection capability.

• Reassessed program goals after finding existing targets were measuring the wrong outcomes; set new priorities focused on detection and financial risk.
• Researched and introduced a third-party solution to expand detection of affiliate fraud across global markets.
• Managed and coached a team of seven investigators overseeing investigations, detection rules, and enforcement.
• Led the worldwide Bounty Program spanning roughly 20 programs, setting operational priorities and reducing fraud losses.