Senior Product Manager, Platform
Zendesk
Led Custom Objects from beta to GA, extending the platform data model. Cleared 9-month tech debt before new features. Covered 3 data management teams simultaneously.
Impact
Custom Objects beta: 240 customers
AW migration: 55 enterprise accounts ($20M ARR)
6-29% AW performance improvement
“I think you're great. I'm excited to see you really executing. Transferring product ownership to your gang was awesome - lets you demonstrate everything I knew you could do when I hired you. You present well and are well liked, and it's known you bring huge value which is so awesome.”
Erica
Director of Product Management, Zendesk
In this role
I led Custom Objects from beta to GA, extending Zendesk’s platform data model so support teams could finally weave their own business data into agent workflows. The defining call was refusing to build new features until we cleared nine months of technical debt first. Afterward, everything took less than half the time.
I built clickable prototypes so non-coding SMB admins could shape the schema, and one principle stuck with me: "I should not make my data model my customer’s problem."
Case studies
From Customer POV to Platform Data - Scaling User Context at Zendesk
Enabled complex support flows in Zendesk by implementing custom object structures and workflows.
Zendesk Sunshine Platform UX and Customer Context
Shipped Customer Context on Zendesk's Sunshine platform by solving the harder problem: not surfacing more agent data, but the few signals that actually change how a conversation goes, without slowing the workspace down.
Skills used
Meanwhile
What else was running alongside this role.
Student: Custom Data Platforms
Salesforce. Custom field types, data schemas, layouts, logic, & automations.
Mentor: Product & UX Students
Black Girls Code, Out in Tech. Giving back what others gave me.
Side hustle: Product Consulting
Toptal, B Lab. Value-driven, user-centered prioritization.
What people said about this work
Jian WeiDirector, Platform Design, Zendesk“It was amazing to partner with you to drive the initial product MVP. You played an important role pushing to clear technical debt and establish key UX! We all appreciate the way you show up for the team and are always so enthusiastic, energetic, and passionate in sharing the team's progress. Your storytelling and presentation skills are something the design and product team have learned a lot from. Thank you for being such an amazing PM to work with.”
