Used analytical and technical skill set to help streamline and automation some of Ops' most manual processes such as compliance auditing, sending driver communications, and setting up global QA checks

Worked with product teams to test and provide feedback on internal analytics and operations tools 

Created processes for effective and efficient supply building initiatives leading up to large events in our region 

Created playbooks for automating processes and documenting initiatives to share with other teams and push for Ops excellence

Researched how our drivers react to different communication mediums and discovered a correlation in SMS opt-out rates and lower driver retention. In an effort to effectively re-engage opted-out drivers and eliminate the usual friction points of opting back into SMS (knowing that you previously opted-out, searching for the number, manually typing it in, sending SMS), I leveraged my self-taught HTML skills to create a new driver in-app feature that would automate this process for our users. Results showed a 40% increase in driver engagement over the control and the feature was rolled out nationally. 

Discovered low reliability trends during the AM rush hour periods of 5 US markets due to poor driver positioning. Created and led an experiment to test the use of an in-app pin location tool, previously only utilized for large events, to notify nearby online drivers of increased demand during those times. Results showed an increase in reliability and overall better supply positioning and efficiency.