Lifecycle product manager · Growth strategy

Growth strategy for products that have to work in the real world.

I turn customer behavior and operational complexity into product roadmaps—and align teams around the decisions that reduce friction, protect revenue, and compound.

See the proof ↓

04connected product
case studies

71K+customers supported
by Rewards

47%timing insight that
reshaped feedback

Evidence is labeled honestly: released, live, evolving, or still awaiting validated outcomes.

Where I’m strongest

Strategy with enough range
to survive reality.

I lead from the bird’s-eye view, then go deep where evidence, edge cases, and execution threaten the outcome.

Product strategy

Frame ambiguous customer and business problems, weigh competing paths, and translate the strongest answer into a roadmap.

Lifecycle growth

Connect activation, retention, and recovery to the customer state the product can actually verify.

Cross-functional alignment

Create agreement across product, design, engineering, lifecycle, operations, and CX when each sees a different part of the problem.

Launch ownership

Stay close through requirements, UAT, production behavior, and the evidence that should reshape the next decision.

Selected work

Four ways strategy
became behavior.

Each one-minute case isolates the problem, the decision, the organizational work, and the evidence that shaped what came next.

01Lifecycle infrastructureLive + evolving

Lifecycle that respects customer state

A state model that distinguishes intent, completion, and unresolved need—creating safer foundations for recovery, rewards, history, and feedback.

3states that could no longer blurRead the case ↗

State modelSignal ≠ customer state

Observed signalVerified stateNext action

Walk-in submittedIntentAppointment support

Order PaidCompleteRewards + NPS

Service declinedUnresolvedRecovery journey

Only verified completion unlocks service history, Rewards, and feedback.

02RetentionLaunched May 2026

Rewards with rules people can trust

A points-based MVP built for understandable value, operational scale, and the evidence needed to shape its next retention loop.

71K+customers supported in 12 weeksRead the case ↗

Measured behavior · First 12 weeksScale revealed the next loop

71.4KCustomers

100.7KLedger events

7.3KRedeemers

$37.5KValue redeemed

Redemption by observed behaviorAssociation, not causal lift

Earned beyond grant32.6%

Grant only0.35%

Roadmap signal Move from broad issuance toward repeat earning, visible value, and timely redemption prompts.

03Consumer journeyReleased

A booking journey that remembers

A multi-step experience that recognizes returning customers, preserves progress, and makes late-stage failure recoverable.

6connected booking stagesRead the case ↗

Journey modelContext survives failure

Recovery ruleReturn to the affected step. Preserve every valid choice.

04Voice of customerLive foundation

Feedback as an operating system

A reliable feedback model connecting the service moment to survey delivery, response routing, operational QA, and follow-up.

47%served 3+ days after order creationRead the case ↗

Closed-loop modelFeedback becomes action

Promoter AdvocacyPassive CX follow-upDetractor Alert + ticket

Target refinement Anchor delivery to a true Paid / completion timestamp.

The throughline

Interrogate the problem.
Align the path.

The strongest roadmap is not the one with the cleanest slide. It is the one that accounts for how customers behave, how the business makes money, how the system works, and what teams can responsibly deliver.

Frame

What is the customer and business cost?

Interrogate

Which assumptions could change the answer?

Decide

Which path creates the strongest leverage?

Align

Can every discipline see its role?

Learn

What should production change next?