Less friction.
More clarity.
Simplifying fraud filing and case management while balancing customer experience, operational needs and risk controls.
Principal Product Manager
Sep 2021 – Oct 2023
Fraud filing · Case management · Authentication
A process spanning
people and systems.
Fraud-affected cardholders needed a simpler experience. The existing process involved multiple human service agents and steps that depended on training.
I owned roadmap and delivery across fraud filing, case management and authentication, working with Engineering, Operations, Legal and Compliance.
Connected systems.
Explanatory reconstruction, not an internal interface.
Make the work
easier to follow.
I owned roadmap and delivery for fraud filing and case-management workflows. I helped turn a process spanning multiple service agents into a guided workflow using system APIs, balancing three process-owner groups with engineering capacity and risk controls.
I aligned Legal, Compliance, Operations and Engineering on rollout. The work combined workflow simplification, eligible work moving to frontline operations and real-time case-management visibility; prioritization also considered quarterly OKRs.
Scope and attribution +
This is a supported account of my scope and contribution. It does not yet establish the specific alternative I rejected or the full rationale behind that choice. Reported savings and quality outcomes below cover broader work and are not all attributed to one feature.
Operational value.
Separate measures.
Across the broader work, fraud case write-offs also fell 80%; that is distinct from filing errors. The government-ID authentication rollout was associated with 40% fewer compliance-related customer complaints.
User-reported career outcomes, not independently verified here. Baselines, measurement periods and attribution to individual features remain unspecified. Currency for the savings figure is not recorded. These results should not all be attributed to one workflow change.
A good product starts
with a conversation.
Product leadership, AI workflows,
and ambitious startup opportunities.