Software Engineer & Product Manager

I came into SHPE as a software engineer and spent a lot of time reading through support tickets before writing a single line of code. Once I understood what members kept getting stuck on, the path forward was pretty clear. We shipped an AI assistant for the organization's 20,000 members that ended up handling 40% of the most common questions and saved the support team around 20 hours a week.

After that I kept pushing on it — running experiments, improving the answers, watching engagement numbers. I also built out audit pipelines for the member database, which sounds dry but mattered a lot when it came time to report anything meaningful across 350 chapters. The whole experience made me a lot more interested in the messy operational side of software — the data and systems that have to work quietly in the background before any product feature actually lands.