This role combined the responsibilities of Product Manager, Software Engineer and associated roles (training, technical documentation, etc).
Our team was based primarily in the US with members in Shanghai and Dublin. Our mandate was to develop tools and automated solutions based on tickets received from departments company-wide based on arising needs. As the sole member of my team based in the EU, I acted as point of contact for all BUs in the region. I also developed software per their requests, rolled it out and provided training where required.
Our team was also responsible for the development of automated solutions based on our own reviews of existing systems and processes, with a view to increasing efficiency, SLA performance and saving money. To this end we developed a suite of tools which automated much of the process of performing security analysis of compromised customer accounts, as well as the handling of customer-initiated 'Item Not Received' claims.
As of my departure, these solutions were providing approximately €250,000 of savings per month, limited by the VM resources available to us at the time for running consecutive automated instances.