Context
At a fintech company, the support and operations org ran their daily workflows — user lookups, risk reviews, dispute handling, activity tracking — on a third-party low-code platform. As the team scaled, the tool's limitations became a real bottleneck: slow page loads, brittle authorization, expensive seat-based pricing, and custom logic that was hard to test or refactor.
The org needed something they could iterate on at the speed of the rest of engineering, without paying a vendor for every new workflow.
Approach
I designed and built a Next.js internal operations platform from scratch. The foundation was authentication and a role-based access control model aligned with the actual org structure — not the loose roles the prior tool offered.
From there I migrated tooling module by module: users, risk reviews, dispute workflows, activity tracking. The migration ran in parallel with the legacy tool, maintaining UI parity so cutover was non-disruptive. Each module was added behind a feature flag, tested by a small group of operators, and then promoted.
My role
Directly responsible individual. I owned the architecture, the rollout strategy, and the cross-team coordination with support and operations leadership. Engineering decisions, sequencing, training materials, the deprecation timeline of the old tool — all of it.
Outcome
100% of the support and operations org migrated off the prior platform. Per-seat licensing cost dropped significantly. Page loads and iteration speed improved — feature work that used to take a sprint now ships in days.
The component library built for this project has become the foundation for subsequent internal tools — every new ops surface starts from the same auth, RBAC, and layout primitives.