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Work

  • Delivery Experience
  • Platform Integration
  • Communications Strategy
  • AI/ML

ButcherBox × AfterShip

Pioneered ButcherBox's post-purchase delivery communications strategy and program, launching 5+ initiatives across mobile, web, email, SMS, and customer service.

  • –23%churn from order delays
  • –20%delivery support tickets y.o.y.
  • –30%wismo tickets from shipping exceptions
  • $93k+cost savings in 8 months
  • <8moto program roi

Strategy & Platform Evaluation

  • Led full evaluation of 4 top-ranked post-purchase platforms
  • Built business case and negotiated contract terms
  • Achieved program ROI in under 8 months
  • Created monthly Shipping & Delivery Review with senior leadership and stakeholders

Order Journey Revamp

  • Directed order journey rebrand aligned to brand mission by commissioning UXR study and competitive analysis on shipping principles
  • Redesigned shipping & delivery experience including UX and copy for Box 1 and Box 2+ customers
  • Launched stakeholder-powered tracking pages, widgets, and onsite experience
  • Enabled Estimated Delivery Dates at checkout to boost conversion
  • Enabled visual proof of delivery for 57% of customer base

Integration & Infrastructure

  • Led AfterShip integration end-to-end
  • Built backend and frontend infrastructure to support native Shopify, Klaviyo & Postscript integrations
  • Internal Tooling
  • Customer Service
  • Agentic AI

Customer Support Portal

Innovated an agent portal that unified fragmented systems and eliminated manual workflows.

  • +18%one-touch resolution y.o.y.
  • 30+manual workflows eliminated

Contributions

  • Architected bespoke agent portal integrated with Zendesk ticketing system, customer profiles, order-level information, and OMS/fulfillment
  • Eliminated 30+ manual workflows and unlocked new operational capabilities
  • Redesigned end-to-end customer-facing support experiences to reduce ticket volume and improve CSAT
  • Integrated agentic AI tools for chat, email, and voice
  • Operations
  • Systems Migration
  • Internal Tooling
  • AI/ML

Order Management & Fulfillment System

Led a multi-workstream overhaul of homegrown OMS, driving complex system migrations while ensuring orders shipped on time.

  • +45%bill-to-ship time for late orders

    System Architecture Overhaul

    • Re-envisioned and refactored entire custom OMS for decomposition into flexible microservices
    • Full redesign of workflows across custom OMS

    Routing Optimization

    • Designed and prototyped ML-based routing optimization algorithm to dynamically assign routes to orders based on time in transit, costs, and capacity
  • 30+manual workflows eliminated

    3PL & Carrier Migrations

    • Managed and executed carrier migration from UPS to FedEx for ~50% of shipment volume within 1.5 months
    • Drove migration to new 3PL Lineage system while designing and implementing parallel exception-handling process for order release

    Fulfillment Optimization

    • Improved bill-to-ship time for late orders by 45% by launching self-serve order management tools for Fulfillment
    • Designed new workflow for Fulfillment solutions to apply to specific days of the week, allowing greater responsiveness and reducing cycle times
  • Retail Expansion
  • Marketplace
  • Platform Integration

ButcherBox × Target+

Piloted ButcherBox's entry into retail via Target's online marketplace, laying the groundwork for a future in-store Target partnership.

  • $61knet revenue in 2025

Contributions

  • Evaluated and led pilot program selling ButcherBox via Target+ online marketplace
  • Drove technical integration with Shopify, homegrown OMS and fulfillment, and carrier pipelines
  • Collaborated cross-functionally with Merchandising and Fulfillment teams
  • Contributed UX and marketing feedback to drive conversion
  • Identified opportunities for similar marketplace partnerships
  • Served as proof-of-concept for future successful in-store Target retail partnership