Top Project Achievements:

Fastest adopted feature at Zendesk with over 15K users in the first 2 weeks
Introduced a new working model across 22+ teams than enabled us to ship one of the largest, most cross-cutting projects to date
Removed thousands of lines of code in technical debt in order to ship dark mode
Introduced an adoption forcing function for the design system to ensure front-end standards are used in future code

Results:

60K+ users on dark mode in under 3 months
Shipped dark mode to customers within the one-year target while meeting all major milestones
Achieved 40% increase in design system adoption across the organization
Successfully coordinated 22 engineering teams to complete system migration within a single quarter
Solved 43% (224) accessibility bugs as part of this Dark Mode work

Dark mode on Zendesk Agent Workspace

Internal announcement video to get Zendesk employees excited

Strategic Leadership & Stakeholder Management:

Led 2 strategic offsites to evaluate implementation approaches for Dark Mode, balancing technical debt, delivery timelines, and organizational impact
Developed and championed a hybrid approach that aligned with both immediate business needs and long-term technical stability
Successfully influenced 22 cross-functional teams to reprioritize their roadmaps, demonstrating strong executive-level stakeholder management

Technical & Cross-functional Execution:

Introduced a new theming architecture and dark color palette to the design system as a breaking change in the design system
Established and led a tiger team to address system-wide polyfill requirements
Coordinated complex cross-functional dependencies across engineering, design, and product teams spanning multiple geographies for over 22 scrum teams
Facilitated deep technical discussions between engineering teams to ensure architectural decisions supported both immediate needs and future scalability

Links

Dark Mode Article Press- Internal Note Dark Mode Tutorial

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Dark Mode

Role: Principal Product Manager

Dark Mode for Zendesk's Ticket UI was championed by 1,200+ users to improve accessibility and reduce eye strain. It's the fastest adopted product at Zendesk to date.

Beyond meeting customer needs, this strategic initiative addressed critical internal challenges, modernized our design system architecture and reduced technical debt, and transformed siloed workflows into collaborative processes between design system and product teams.

Fastest adopted product at Zendesk: 60K+ agents using dark mode