Cayley Smith

Currently leading Kyte's consumer product team, comprised of 5 engineers and 1 designer. I currently own our delivery product, lot pickup product, billing experience, mobile booking flow, trip management (time and location edits, live location map, upgrades), and transactional communications. Formerly owned customer support infrastructure, internal tooling, and chatbots.

• Reduced Stripe payment fees by 200k/year by building a customer-facing billing experience that supported deprecating Stripe's Invoice API. Additionally reduced support conversations related to billing by 20% through clear and consolidated invoicing.
• Automated 37% of support conversations and reduced support staffing costs by 104k/year by implementing persona-specific support experiences that predict and resolve customer inquiries before reaching a live agent.
• Reduced support conversations related to trip modifications by 24% by implementing an ultra-flexible trip edit feature that supports last-minute changes to delivery, early deliveries/returns, location changes, customers running late, and more. Feature was built to support self-serve changes that work around our customer's schedules, not ours.
• Reduced trip cancellations by 15% by automating communications and trip rescheduling for customers with missing deposits and/or unverified licenses before their trip was scheduled to begin. Yearly revenue increase of $268k from rescuing at-risk trips that would've been cancelled prior to these changes.
• Recovered 398k in unpaid balances from customers by including unpaid balances in the cost for a new booking or trip extension, without impacting booking CVR, and without rejecting a greater value in bookings/extensions that elected not to pay their balance. Over time, reduced % of customers with unpaid balances from 13% to 6%.
• Solely owned a quarterly roadmap and support board. Sourced my own data and financial models to size impact and get stakeholder buy-in. Sized all initiatives against quarterly capacity and drew cutlines on less impactful work.
• Ideated a new quarterly planning process that looked to reduce PM and Eng burnout during quarterly planning, as well as align product + stakeholders more impactfully, and sooner. Process has now been used for 2 quarters and is preferred by the product + eng org.

Solely led the consumer product experience. I owned all social products, and built a 0-1 job matching algorithm that has since flourished into supporting several new features since my departure.

• Increased number of job applications per user from 3.5 to 6.7 via a job matching algorithm that matches a user's resume to employer job postings. The algorithm uses a taxonomy coding system that finds code similarities between experiences and jobs and ranks the level of similarity to inform which jobs/applicants to recommend.
• Increased DAUs by 13% through a connections feature that matches users to other users who worked in similar jobs/companies. First feature launched after JobGet's vision shift in creating a social job app. Leveraged a job matching algorithm to match users to one another.
• Increased profile completion rate by 20% by automating profile suggestions based on work experience. We did this by associating a list of AI-generated job responsibilities with each taxonomy code.

• Toast Inc - Business Development - 01/2020-04/2020 (Impacted by Covid)
• Various waitressing and bartending jobs from age 15 to 22.