Case Studies
Each case study is written from memory. I can't share internal documents from my time at Amazon, so I've left out confidential details and focused on the situation, the people involved, and how I approached it.
✦ Case studies in progressOperational PM
Live Sports Subscription Refunds
A fast-moving, large-scale refund effort I took ownership of in April 2020, coordinating Product, Legal, Finance, engineering, and VP leaders and reporting daily progress until it was done.
Case study coming soonOperational PM
Cold Prickly: From Project to Annual Program
A holiday-season "broken promise" program for customers with late packages. I was co-owner overall and the sole owner on the operations side, with daily VP updates from September through January.
Case study coming soonLeading & Mentoring
When a Process Fails: Fixing the Tool, Not the Person
A costly mistake by a specialist I had trained became a chance to take responsibility, recover most of the loss, and work with an engineer to build guardrails, training, and several more tools for the team.
Case study coming soonContent Framing
Communicating the KDP Price Change
How I framed a difficult message for authors: a pricing change driven by print-on-demand costs, with no product to sell and news that was inherently negative.
Case study coming soon