
Refund at Drop-Off: Turning Returns Into a Loyalty Moment
Why we stopped making loyal customers wait for hub inspection before their refund — and the eligibility rules that made it safe to do.
Growth-focused product leadership across e-commerce and logistics
Senior Product Manager with 9+ years owning customer-facing digital journeys — from 0→1 eCommerce app launches through checkout, activation, and post-purchase experience — across consumer tech, retail, and regulated operations. I use product discovery, analytics, A/B testing, and structured experimentation to drive conversion, activation, and basket growth, translating business goals into measurable, KPI-backed roadmaps. I work at the intersection of customer experience and compliance-heavy processes, partnering with Engineering, UX, Legal, and Commercial teams — and I build hands-on with AI-assisted product development, using LLM tools to prototype and ship real product tooling. Certified Scrum Master (PSM).

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Why we stopped making loyal customers wait for hub inspection before their refund — and the eligibility rules that made it safe to do.

A loyalty feature that turns repeat purchases of wardrobe basics into one-tap reordering — and the product choices that made it work.