Wave selling collectibles at scale.

01 / Core problem

FC Pro could only handle one request at a time.

The sales team couldn't turn the feature on for all customers or products, because FC Pro only let them respond to one request at a time. Sales ops was already sitting on 1,000–2,000 open requests per cycle, approved one by one, with only about 5% ever accepted.

The cost of that bottleneck wasn't just operational drag: pricing and demand shift fast, driven by market signals, how a product is trending, or a high-value card getting pulled early, and a one-at-a-time workflow meant the team couldn't move at the speed the market actually required and was unable to capture additional revenue and margin at the right time.

02 / Process

I phased the roadmap: control first, then scale, then trust.

I drove discovery with sales ops, account managers, and the VP of Sales to map how requests moved through the system today, and used it to surface where the real leverage was — not one feature fix, but a set of opportunities that needed to be sequenced.

I worked with the PM to phase the roadmap around that. First, turn the request feature into a solicitation-level setting sales ops could customize instead of an all-or-nothing SKU toggle. Next, bulk request handling so approvals could scale past one-by-one. Then customer-facing improvements to how the feature was communicated.

That last phase wasn't asked for — I proactively pushed for it after discovery surfaced how much distrust the current black-box experience was creating with customers, and made the case that fixing the backend without fixing what customers saw would leave the trust problem unaddressed.

04 / Results

Bidding turned unmet demand into real revenue.

Since launch, sales ops has been reviewing bids weekly and using pricing controls to capture demand instead of turning requests away.