As UX Design Sr. Manager,

As UX Design Sr. Manager, I led a year-long redesign of Orders and Support for a Fortune 500 retailer. Customers struggled to track orders, fix problems, and find help, so many called support instead. My team rebuilt order status with clear messages and a simple progress tracker. We also brought help options into one place so customers can find answers on their own. This resulted in a reduction of calls and an increase in self-service.