Cash App

Vertical Lead / Design Manager / Staff Designer - Support
Interim Head of Design - Health

Summary

As the design team lead for Support Product it was my task to improve the way 54M monthly customers found, engaged with & worked through issues within the app and how advocates responded to issues in their queue through the development and enhancement of internal tooling.

Along with my peer vertical leads on Product, Engineering, Data Science and ML, we set product direction for ~60 people across 5 teams to redesign outdated platforms, and leverage AI & ML to enhance the speed and quality of operations.

In addition to this work, I was also the interim Head of Design for Health in 2023 and for a time, managed eight talented senior-level product designers across two verticals in the United States and Australia while also serving as an IC designer for one of my teams’ verticals.

Prior to leaving the company for my current role, I first managed and ultimately IC-led the product redesign of the main Support page to highlight recent transactions and reduce case volume through improved self service.

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