Templating engine powering 15% of the platform
New customers spent weeks setting up their first communication assets, a high-friction onboarding step that delayed time-to-value and bottlenecked the Customer Success team. Every vertical wanted its own templates, but engineering had no capacity to scale.
Designed a distributed templating engine: a typed template language, a versioned content registry, and a runtime that materialises templates per tenant. Built as Product Owner end-to-end: vision, epic definition, architecture, rollout. Co-owned launches (Seasonal Templates, Re-ignite Revenue, Lifecycle GTM) with Product and Sales so each shipped with instrumentation.
Customer setup time down 90%. The engine now produces 15% of all assets created on the platform, used by 10M+ frontline workers. Became the foundation other product teams build on top of.
A platform-tier system that other teams build on top of is a full-system build, ideally with a Fractional AI lead tail to keep the architecture coherent as scope expands. Start with an AI Transformation Sprint to prove the typed template language and registry contract before the full build.
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