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02 / PRIZEPICKS / ACCOUNTS

Manage. Protect. Recover.

I led Accounts strategy across member experiences and backend systems. The goal was to retain trusted members with less friction, intervene precisely when risk was higher, and make account management and recovery easier when members needed help.

THE PRODUCT STRATEGY

Three pillars. One account experience.

Most members should be able to use and manage their accounts without unnecessary hurdles. When risk signals call for action, the response should be targeted—and legitimate members need a clear way to resolve it.

I organized the roadmap around Manage, Protect, and Recover. This broader ownership grew out of our fraud-platform work in Platform Operations: the same team kept Risk as it took on Accounts, while Settlements and Support moved to other teams.

01

Manage

Give members useful information, controls, and self-service for everyday account needs.

02

Protect

Apply checks and interventions where risk is higher, without creating avoidable friction for everyone.

03

Recover

Help legitimate members restore access safely when something goes wrong, with human support for exceptions.

ACCOUNT RECOVERY / LAUNCHED SEPTEMBER 2026

A safer way back after suspected takeover.

Legitimate members lacked clear notice or a self-service route after an account-takeover safeguard restricted access.

I led the product work on a recovery flow: notify the member, verify identity, allow self-service reactivation when safe, and route exceptions to Support. The decision was to remove unnecessary support friction without weakening the safeguard.

The flow shipped in September 2026. Post-launch performance was not available when I left; the work did not cover takeover detection or the full incident process.

THE MEMBER PATH

  1. Clear notice
  2. Verify identity
  3. Restore access when safe
  4. Support for exceptions

A shipped recovery flow; post-launch outcomes were not yet available.

FOUNDATIONAL PROTECTION

MFA enrollment for existing members.

I led product decisions for integrating a third-party MFA provider into enrollment: silent network authentication where available, with a one-time passcode fallback. Risk-based verification remained future work.

THE PLATFORM FOUNDATION

Build on systems work.

Operator research, internal tools, settlements, scoring, support AI, and risk tooling.

Explore Platform Operations ↗