Recovering $49.6 million in profit loss by ensuring the perfect bra fit for every Nike customer
Turns out, sports bra shopping at Nike is a real nightmare: there’s no real guidance on how to measure for a bra or ensure the best fit during a customer’s shopping experience. And that pain and frustration is felt by Nike, with sports bra returns making up 13% ($122 mil) of their profit loss.
With a short 4-week window, a scrappy team of two, and no research budget, I utilized prior shoe guidance research and the luck of a divinely-timed product shoot to inform my direction. The result was an interactive, visual experience that guides customers in taking accurate bra measurements, recommends the best Nike Fit for them, and then tailors their shopping experience to their needs.
In turn, Nike Fit reduced size related returns by 5.3% in its quarter of implementation, resulting in $49.6 million in recovered revenue.
Leveraging automation to reduce high-risk incidents by 81% at Nike
Nike’s Size Management Tool is a highly automated tool that enables Nike’s global operations team to successfully and accurately merchandise products.
I condensed a highly manual, lengthy, multi-tool workflow into a single, semi-automated tool that encompasses the entirety of size related work: from maintaining sizing chart data to creating shoe size conversions, and everything in between. A process that previously took 3 to 12 days, can now be done within a matter of minutes.
The introduction of the Size Management reduced S1-S2 level incidents by 73% and has increased our Ops team’s efficiency by 3.4X.
Unlocking the bulk management of Nike products to increase operations efficiencies by 7x
Activation Manager reimagines the bulk editing experience for Nike’s operations tooling suite.
My overhaul of the bulk editing function eliminated technical fragmentation by improving our system’s inconsistent filtering functionality and faulty product grouping logic.
These upgrades empowered Nike’s Operations team to manage data with unprecedented precision and speed: reducing the average editing time from 11 minutes to just under 100 seconds, nearly a 7x increase in efficiency.
Improving seller listing capacity to boost seller retention and increase listing volume by 43%
To combat the high abandonment rate of business sellers, I revamped ebay’s onboarding and registration process to address the restrictive and often invisible, monetary “selling limits” that have historically stifled business growth.
By integrating simple, data-driven registration questions, sellers can safely bypass lengthy review processes and increase their own listing capacity instantly; streamlining administrative friction and enhancing seller transparency, all while safeguarding ebay.
The new registration flow boosted long-term seller retention and significantly reduced the burden on customer support agents: listing volume increased by 43% and customer support ticket volume decreased by 71%.
Democratizing the retail media market for millions of small businesses
PayPal’s Ads Manager is a global platform that empowers tens of millions of small and medium-sized businesses across 200+ global markets to compete in the multi-billion-dollar retail media industry.
As a member of the Ads team, I supported the launch of ads manager through aligning senior cross-functional leadership on strategic problem-framing to influence product roadmap decisions, and ensure the platform could scale across 200+ markets while supporting diverse future ad formats.
This platform successfully bridges the gap between media and commerce: leveraging 25 years of PayPal’s proprietary payment data and closed-loop attribution to help advertisers reach shoppers based on verified buying behavior, and driving revenue directly into the accounts of SMB owners.
