Heidi Scholten
Director of Product — Platform, Internal Tooling & Fulfillment Infrastructure

I build the systems behind the scenes that let good teams do great work: internal platforms, agent tools, and infrastructure most companies underinvest in until it breaks. 10+ years leading technical, high-ownership product teams.

Areas of Expertise

 

Platform & Systems Strategy

Turning bespoke, one-off engineering work into reusable capabilities that scale without adding headcount every time the business grows.

Technical Depth

Comfortable owning architecture tradeoffs directly with engineering — I've led teams for years at a time without a dedicated EM.

Internal Tooling & CX Platforms

Building the tools that let operations and support teams do their jobs well, not just the customer-facing surface.

Cross-Functional Influence

Getting buy-in and resourcing for platform investment from engineering, ops, and senior leadership.

Fulfillment & Logistics

Owning delivery, allocation, and fulfillment systems at scale — real-time, operationally critical, no room for error.

Team Leadership

Leading product pods and developing PMs through direct feedback and ownership-driven coaching.

Recent Projects

 

Multi-Product Platform Strategy — The Farmer's Dog
Authored and presented the strategy to shift the org from bespoke per-launch engineering work to reusable platform capabilities. Secured leadership buy-in for additional engineering headcount to build it.

Internal CRM/Agent Platform — The Farmer's Dog
Owned the CX engineering pod and led the ground-up rebuild of the internal platform ~300 customer advisors still use today, including the integration with Gladly for unified agent workflows.

Fulfillment Management System (FMS) — The Farmer's Dog
Defined, designed, and launched the system powering automated allocation and real-time operational visibility across a $2B/week platform.

Platform & Operational Tooling — Casper Sleep
Led internal tooling initiatives that cut product launch timelines from 3 weeks to 1.

Product Management Philosophy

 

I look for the parts of a system held together by manual effort and specialists, and I build the thing that makes it scale. That's true whether I'm hands-on with engineering or setting strategy for a whole org.