Charlotte, NC · Open to relocation

Process that
actually sticks.

Brandon Matthews. Senior Process Operations Analyst who connects Support, Product and Engineering, and builds the systems and tools that keep work moving across four support lines of business.

See the work Read the resume

53%fewer bug escalations to Engineering year over year in FY26

$156Kin annual labor savings identified, up to 5,800 staff hours

81%of frontline product questions resolved by SMEs without requiring Engineering assistance, cutting Engineering volume and getting reps the right answer faster

115+process improvements delivered in FY26

Work

Selected programs, each traced from a recurring problem to a documented fix.

Explore the work → Builds

Examples of tools I have built for frontline teams, leadership and Engineering, plus the toolbox behind them.

See the builds → Personal Projects

Two independent products I am defining, designing and building, with honest progress on each.

See the projects → About

How I went from building for fun to running process and programs.

Read my story → Resume

Full role by role history with results.

Open the resume →

Selected work

Problems traced to the root, then fixed for good.

Each program started as a recurring pain point for frontline teams or Engineering and ended as a documented, measurable process.

Support to Engineering

A bug validation program that cut Engineering escalations 53% year over year.

What happenedSupport raised issues to Engineering through an unfiltered channel, and an estimated 40 to 50% were not bugs. I was the single review point for about 65 issues a month (770 across FY25), spending 10 to 20 minutes on each one.
Who it hitEngineering, who triaged noise instead of building, and reps who waited on answers.
What I didDesigned and built the validation workflow and the automation behind it, including the request intake, Jira ticket creation and a monitoring dashboard. I launched it in April 2025 with an SME review team of senior reps who validate every issue before it reaches Engineering. The team still runs on these tools today.
ResultMonthly escalations fell 62% by November 2025 (91 to 35). In FY26 they fell 53% year over year (663 to 310), removing 150+ hours a year of triage. Confirmed bugs rose to 92% and cannot reproduce closures fell from 7.8% to 2.1%.

Frontline enablement

81% of frontline product questions now resolved without Engineering.

What happenedA quarter of frontline product questions were being escalated to Engineering for answers.
Who it hitFrontline reps who needed answers fast and Engineers pulled into support questions.
What I didEstablished the SME review team so senior reps resolve product questions first, with Engineering as the backstop.
ResultSMEs resolve 81% of questions on their own. The share escalated to Engineering dropped from 25% to 12%.

Product and Engineering

A Salesforce and Genesys routing defect, taken from symptom to requirements.

What happenedA routing defect between Salesforce and Genesys was affecting 30+ cases a month.
Who it hitFrontline reps working those cases and the customers waiting on them.
What I didLed the work with Product and Engineering, confirmed the root cause and defined the Engineering requirements for a permanent fix.
ResultA confirmed root cause and a defined fix replaced a recurring workaround for 30+ cases a month.

Company wide

One issue standard adopted by 7 more support teams.

What happenedOther support teams had no shared way to validate issues before raising them to Engineering.
Who it hitSMEs on 7 additional teams, plus the Engineering teams receiving their tickets.
What I didWrote the PRD, launched the pilot and designed a Jira AI agent that reads each validated issue, finds its line of business and routes it to the right Engineering team.
ResultThe standard is in use across 7 more teams, and SMEs no longer make routing decisions, so they focus on validating.

Launch readiness

A clean move from Intercom to Salesforce and Genesys.

What happenedAryeo support was moving from one CRM to another, changing how every interaction was handled.
Who it hitAryeo frontline reps and the customers who contact them.
What I didWrote the user stories with Product that defined the Engineering requirements, coordinated UAT, and wrote the SOPs and customer self service guidance.
ResultReps and customers had the requirements, testing, SOPs and guidance they needed in place at launch.

Metric integrity

CSAT that reflects only the service teams provided.

What happenedSurveys were being sent on out of scope and transferred cases, which pulled satisfaction scores away from real service.
Who it hitEvery team measured on CSAT, and the leaders using those scores to make decisions.
What I didAnalyzed the impact, defined the out of scope issue types and requirements with Product and Engineering, and ran UAT to confirm the fix.
ResultCSAT now reflects only the service each team actually provided.

Scale

115+ process improvements across four lines of business.

What happenedAryeo, RMX, Showcase and ZMX each handled repeated issues in their own way, from launches and pricing changes to account access and case handling.
Who it hitFrontline reps and team managers across all four lines of business.
What I didUsed trend analysis to start improvements on my own, writing SOPs for frontline teams and PRDs that gave Product and Engineering clear requirements.
Result115+ process improvements delivered in FY26, including 45+ SOP and launch readiness projects, so each issue has one consistent way to be resolved from day one.

Leadership reporting

Visibility leaders can act on.

What happenedLeadership tracked issues manually and had no live view of what Engineering was working on.
Who it hitSupport leaders preparing for MBRs, and Product deciding what to prioritize.
What I didBuilt a real time Jira dashboard and a weekly platform health report covering bug trends, themes and stalled issues.
ResultManual tracking is gone, meetings go to decisions instead of data gathering, and reps check for existing reports before filing duplicates.

Taxonomy

Reporting that explains why customers contact us.

What happenedLeaders needed reliable contact reason data for Aryeo and RMX.
Who it hitSupport leadership, and the reps who categorize every case.
What I didDefined the Salesforce issue types for both lines and wrote the SOPs behind them.
ResultContact reason reporting improved for leadership, and the trends feed the next SOP and launch readiness projects.

Things I have built

Internal tools that give teams their time back.

I turn repeated manual work into small, dependable tools. A few examples of what I have built and can build for frontline teams, leadership and Engineering. There are more than shown here.

Leadership reporting tool

Weekly Report Builder

Turns three weekly exports into the finished report for Support leadership.

Who it is forSupport leadership who read the report, and the analyst who produces it.

The problemEvery Monday meant manual pulls, ticket sorting, writing and formatting before anyone could read it.

What it doesReads the exports, sorts tickets, drafts notes in house style, builds charts and the Word file, and saves each week for trends.

The benefitA consistent report in minutes with the same quality bar every week, plus trend history leaders can compare.

Metrics it improvesReport turnaround timeReport accuracy and consistencyTrend visibility for MBRs and leadership

weekly-report-builder

Data reflects the shape of the real work and is not live, to protect company confidentiality.

Product and Engineering insights tool

Frontline Issue Insights

Turns frontline reports on Salesforce, Genesys, platform and API issues into evidence that Product and Engineering can prioritize.

Who it is forSupport leaders who need to know when to escalate, and Product and Engineering teams deciding what to fix first.

The problemReps hit Salesforce, Genesys, platform and API issues every day, but their feedback lived in scattered Slack threads. It was hard to quantify, so impact was easy to dispute and hard to prioritize.

What it doesA Slack workflow with a set of core fields captures each issue in the rep's direct voice. It feeds a tracking sheet with a standard issue taxonomy, monthly trends, color coded volume and an example lookup, and drafts a ready to file Jira ticket with the user story, problem statement, current and expected behavior, quantified impact and examples pulled from the reps' reports.

The benefitLeaders see when volume crosses the line to raise it. Product gets a clear story and numbers. Engineering gets real examples and links without a round of back and forth.

1 CaptureRep submits a Slack form with core fields on the issue, in their own words

2 StructureTracking sheet tags issue type and identifier, with links to the case and thread

3 TrendMonthly views turn redder as volume rises, a signal for leaders

4 Hand offA draft Jira ticket with story, impact and examples goes to Product and Engineering

Metrics it improvesTime to prioritization for ProductEngineering follow ups per ticketHandle time lost to platform issuesQuantified user impact

frontline-issue-insights

Data reflects the shape of the real work and is not live, to protect company confidentiality.

Frontline support tool

API Help Desk

Turns public API documentation into answers reps can understand and customers can trust.

Who it is forFrontline support teams who field API and integration questions from customers.

The problemAPI questions pushed up average handle time (AHT) and created back and forth with Engineering for answers that were already in public documentation.

What it doesTakes the publicly available API documentation and explains it in plain, usable terms with the exact endpoint and steps. It also drafts a suggested reply in company and team aligned language, ready for a quick response.

The benefitLower AHT, fewer API escalations to Engineering, and accurate, consistent answers that build customer trust. Personal data and keys are removed first.

Metrics it improvesAverage handle time (AHT)API escalation rate to EngineeringFirst contact resolutionAnswer accuracy

api-help-desk

Data reflects the shape of the real work and is not live, to protect company confidentiality.

The toolbox

Hands on with the systems teams run on.

I do not just specify work for Engineering. I build and run it in the same tools, from repositories and workflows to dashboards and AI agents.

Review and ship

I work in the same tools as Engineering. I review GitHub repositories and code changes with engineers, follow pull requests and release trackers, and run UAT across DEV, TEST and PROD before changes ship.

GitHubGitLabLinearPull requestsRelease trackingUAT

Plan and track

I design Jira workflows, write JQL, build dashboards and boards, run backlogs and document the process in Confluence. I also designed a Rovo AI agent in Jira that routes validated issues to the right team.

JiraJQLConfluenceRovo agentsLinear

Support platforms

I configure and troubleshoot case handling, routing, queues and issue taxonomy in the CRM and contact center stack, and I use Postmark and Sentry to trace delivery and error problems to root cause.

SalesforceGenesysPostmarkSentryHighspot

Data and reporting

I turn support and engineering data into dashboards and leadership reviews, with trend analysis and contact driver reporting that point teams to what to fix first.

TableauMetabaseGoogle SheetsTrend analysis

AI workflows

I decide what should be built and how it should work, then use LLMs to develop and improve automations where they add value. I define the logic and requirements, write and test the prompt instructions, and iterate on the output, so the result reflects my judgment and not a model's guess.

LLM automationPrompt designAI agentsGlean

Product and process

PRDs, user stories, Engineering requirements, acceptance criteria, SOPs and launch communications, written so the next team can build from them without a meeting.

PRDsUser storiesSOPsUAT

About

I stumbled into tech by building things for fun.

The short version of how a curious tinkerer ended up running process and programs for four support lines of business.

It started in 2020 with extra time at home and a question. Could I build something that solves a real pain point?

I taught myself programming languages out of curiosity, writing small apps against public APIs just to see what they could do. That curiosity led me into tech through Support, where I learned products from the inside and spent my days finding out why things broke.

Product came to me through the work. I was asked to test features and work directly with Engineering as the liaison, which gave me a view into their world. I saw how products and fixes were actually handled, and with access to the database and tools like Datadog and Sentry, I learned to trace issues from the backend. My interest in product started there. I wanted to know not only how to fix things, but how to build products and make sure the right voices were heard.

Along the way I worked with everyone from Engineering directors to Support managers and Product managers. That gave me a well rounded view from every side, so I can speak from a technical standpoint or break technical topics down for the frontline and customers. The more issues I traced, the more I saw the same pattern. Good fixes stalled because the process around them was missing. I moved into process and program operations to build that layer, and I have not stopped building since.

I still build for fun. OLETHA and ÉCO ÉCO ÉCO are the latest examples, shown on the Personal Projects page, and the tools I build at work came from the same habit of seeing a repeated annoyance and writing something to remove it.

Based inCharlotte, NC, remote

RelocationOpen to relocating

EducationComputer Software Engineering coursework, WGU

Still learningAlways something new in every role

How I got here

2020Taught myself programming languages out of curiosity and built apps with public APIs.
2020 to 2023Technical support roles at Wayfair, Drip and Aryeo. Troubleshot complex issues, built deep product knowledge and escalated recurring problems to Engineering.
2023 to 2025Product specialist roles. Worked directly with Engineering as the liaison and learned how products and fixes get built.
2025 to presentAsked to join the first Process team at Zillow and helped build it up, creating the standards the organization runs on today.

Independent Products

View Personal Projects →

Personal productivity workspace

OLETHA^™

Captures thoughts by voice, text, documents and links, then helps turn them into organized notes, tasks and plans that you review and approve.

In development

Shopping budget companion

ÉCO ÉCO ÉCO^™

Helps shoppers set a budget before they shop, track products and prices in the store, and see their estimated total and remaining budget before checkout.

In development

Career path

From the support queue to the operating model.

Six years of steady progression, each role closer to the systems behind the work.

2020 to 2021

Vendor Support Specialist

Wayfair

2021 to 2022

ECRM Support Specialist

Drip

2022 to 2023

Technical Support Specialist

Aryeo

2023

Product Expert and QA

Aryeo

2023 to 2024

Technical Product Specialist

Zillow

2024 to 2025

Senior Technical Product Specialist

Zillow

2025 to 2026

Process Operations Analyst

Zillow

2026 to now

Sr. Process Operations Analyst

Zillow

Full detail and results for every role are on the resume page.Open the resume

Personal projects

Independent products,
from idea to build.

Two products I am defining, designing and building.

OLETHA^™

Personal productivity workspace · Web and iOS

Captures ideas, notes and commitments as they come and helps turn them into organized notes, tasks and plans.

LaravelPostgreSQLReactClaude APISwiftUI

In developmentView the project →

ÉCO ÉCO ÉCO^™

Shopping budget companion · iOS

Set a spending limit before you shop and see your estimated total, including tax, as you go.

SwiftSwiftUISwiftDataXcode

In developmentView the project →

Personal productivity workspace

OLETHA^™

People think in ideas, conversations and half formed plans. Most tools expect those thoughts to be organized before they can hold them.

OLETHA^™ is a personal productivity and organization workspace for everyday use. Capture thoughts by voice, text, documents or links, then use AI-assisted tools to shape them into organized notes, tasks, plans, meeting preparation, presentation outlines and scripts. AI-assisted prioritization weighs urgency, deadlines, importance, project context and dependencies, recommends an order and explains why. You review, edit and approve every result.

Quick capture. One thought becomes a task, a follow up and a focus block.

Today on iPhone.

Behind the build

Planning & Execution

Recent development activity · 1 feature branchLast updated Nov 6

Nov 6OLETHA MVP slice 1: capture, Claude extraction, review, tasks, Today

Nov 6Scaffold Laravel 12 + Inertia/React app on PostgreSQL; move prototypes to prototype/

Shopping budget companion

ÉCO ÉCO ÉCO^™

Small purchases add up quickly, and it is hard to keep a running total in your head while you shop.

ÉCO ÉCO ÉCO^™ is a universal shopping-budget companion. Set a budget before you arrive, find nearby stores, scan barcodes or add items by hand, and see your estimated total, including applicable taxes, and remaining budget update as you shop. Configurable alerts let you know as you approach your limit, and you decide whether to buy, remove or save an item for another trip. It works for groceries, books, clothing, household items and anything else.

Your money. Your decisions. No bank connections. No subscriptions. No judgment.

A trip to Jewel-Osco, Ohio & State, Chicago. Watch the trip play through, or switch to Try it yourself to drag the dial, scan and type items, and finish the trip.

Behind the build

Planning & Execution

Recent development activity · 3 feature branchesLast updated Nov 7

Nov 7ECO-13: Interactive circular budget dial

Nov 7ECO-11: Establish design system and reusable components

Nov 7ECO-9: Establish native SwiftUI application architecture

Contact

Let’s connect.

I’m interested in connecting with teams looking to improve their business processes, strengthen collaboration and build better products. I bring together Support, Product and Engineering by translating real-world problems into clear user stories, actionable requirements and measurable business impact.

My focus is helping teams break down silos, create clarity and turn ideas into improvements that move the business forward.

Charlotte, NC · Open to relocation.

Read the resume LinkedIn

Resume

Brandon Matthews

Senior Process Operations Analyst, and liaison between Support, Product and Engineering.

Charlotte, NCOpen to relocationLinkedIn ↗

← Portfolio

Senior process operations analyst at Zillow supporting four lines of business. I built a bug validation program from zero that cut escalations to Engineering 53% year over year. I also run launch readiness, feedback triage and leadership reporting, and build my own tools to make that work more efficient.

Sr. Process Operations Analyst, Business Operations (Aryeo, RMX, Showcase, ZMX)

Feb 2026 to Present

Zillow

Embedded operations lead for four frontline support lines of business (two added in 2026), acting as the liaison between Support, Product, and Engineering.

Cut bug escalations to Engineering 53% YoY in FY26 (663 to 310, Jan to Sep) by scaling the bug validation program launched in FY25, removing 150+ hours a year of Engineering triage.
Identified 9 system fixes that cut manual support work by 4,300+ staff hours ($116K to $156K) a year, led by a Salesforce AI case summary fix that ends manual note rewriting on 7,000+ cases a month.
Restored Salesforce Einstein AI spam auto closure across 5 frontline teams after my data analysis found the failure, removing 1,949 to 2,124 spam cases a month from manual review and saving $15K to $16K a year in staff time.
Raised Engineering submission accuracy to 92% confirmed bugs in FY26 (301 of 326), adding SME triage and validation that deflects non-bug submissions before they reach Engineering.
Established and scaled an SME team that resolved 81% of FY26 frontline product questions (897 of 1,111) internally.
Turned a weekly Jira ticket list into a Claude powered leadership briefing in FY26, writing and iterating the prompts that summarize 376 Engineering items over 44 weeks into customer impact, themes, and trends for Product.
Tested and added business impact to 90 Aryeo bugs for Product, and sized two recurring product issues that generate about 150 support cases a month, costing $23K to $27K a year in support staff time.
Owned the rollout of a Zillow wide issue management standard across 7 more support teams, replacing scattered Slack intake with one Jira triage process and designing a Rovo AI agent that routes issues to Engineering, cutting SME decision fatigue.
Redesigned the Aryeo and RMX Salesforce issue taxonomy, cutting issue type options 30% for more accurate case logging.
Owned launch readiness for the Photographer and Media Support team migration from Intercom to Salesforce and Genesys, writing user stories and Engineering requirements, coordinating UAT, and creating SOPs and customer self service guidance.
Delivered 115+ process improvements in FY26 across 4 support teams, including 45+ SOP and launch readiness projects for new features and betas, and Salesforce, Genesys, and Jira workflow changes.

Process Operations Analyst (Aryeo, RMX)

Mar 2025 to Feb 2026

Zillow

Built the bug validation program from zero in April 2025, cutting monthly escalations 62% by November 2025 (Q3 average of 91 a month to 35).
Served as the single review point for every issue Support raised, investigating each one before it reached Engineering, then designed the validation program to scale that work.
Built the Aryeo Support Issue Monitoring Dashboard in Jira, giving leadership a real time view of every Support issue, aging items, Engineering progress, and created versus resolved trends.

Senior Technical Product Specialist

Jul 2024 to Mar 2025

Zillow

Served as primary liaison between Aryeo Support and Engineering, triaging customer reported issues by impact and severity and writing handoffs Engineering could act on without follow up.
Partnered with Product on backlog refinement and acceptance criteria, validating fixes through release testing before launch.
Turned recurring Support feedback into product insights for testing and launches, documenting the first processes that aligned Support, Product, and Engineering.

Technical Product Specialist (Aryeo)

Aug 2023 to Jul 2024

Zillow · Remote

Served as technical point of contact for the Aryeo Support team, troubleshooting complex platform issues frontline reps could not resolve.
Translated customer feedback into prioritized insights that Product and Engineering used in roadmap planning.

Product Expert / QA

Mar 2023 to Aug 2023

Aryeo · Chicago, IL

Ran quality review of customer communications and support tickets, holding the team to consistent service standards.
Led training and knowledge sharing sessions to raise product expertise across the support team.

Technical Support Specialist

Aug 2022 to Mar 2023

Aryeo · Remote

Provided advanced technical support and troubleshooting across the Aryeo platform.
Documented and escalated recurring issues to Engineering, using customer feedback trends to inform product fixes and updates.

ECRM Support Specialist

Aug 2021 to Aug 2022

Drip · Chicago, IL

Diagnosed complex email and SMS marketing workflow issues, helping customers resolve campaign and platform problems.
Reported UI, UX, and application defects to Product, supporting improvements to Email and SMS features.

Vendor Support Specialist

Aug 2020 to Aug 2021

Wayfair · Chicago, IL

Investigated vendor issues through root cause analysis and system troubleshooting.
Escalated product issues and workflow inefficiencies to internal teams, improving vendor experience and operational efficiency.

Problems traced to the root, then fixed for good.

A bug validation program that cut Engineering escalations 53% year over year.

81% of frontline product questions now resolved without Engineering.

A Salesforce and Genesys routing defect, taken from symptom to requirements.

One issue standard adopted by 7 more support teams.

A clean move from Intercom to Salesforce and Genesys.

CSAT that reflects only the service teams provided.

115+ process improvements across four lines of business.

Visibility leaders can act on.

Reporting that explains why customers contact us.

Internal tools that give teams their time back.

Weekly Report Builder

Frontline Issue Insights

API Help Desk

Hands on with the systems teams run on.

I stumbled into tech by building things for fun.

Independent Products

OLETHA™

ÉCO ÉCO ÉCO™

From the support queue to the operating model.

Vendor Support Specialist

ECRM Support Specialist

Technical Support Specialist

Product Expert and QA

Technical Product Specialist

Senior Technical Product Specialist

Process Operations Analyst

Sr. Process Operations Analyst

OLETHA™

ÉCO ÉCO ÉCO™

OLETHA™

Planning & Execution

ÉCO ÉCO ÉCO™

Planning & Execution

Let’s connect.

Brandon Matthews

OLETHA^™

ÉCO ÉCO ÉCO^™

OLETHA^™

ÉCO ÉCO ÉCO^™

OLETHA^™

ÉCO ÉCO ÉCO^™