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    Dark Mode

    Role
    Principal Product Manager
    2025
    for Zendesk

    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
    Screenshot 2025-04-25 at 11.18.05 AM.png

    Links

    Dark Mode ArticlePress- Internal NoteDark Mode Tutorial

    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
    Screenshot 2025-04-25 at 11.18.05 AM.png

    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
    Screenshot 2025-04-25 at 11.31.50 AM.png
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