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Management Manager

San Francisco, California, United States
October 03, 2016

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Six Sigma-Green Belt Certified Product Management Certified High achieving, enthusiastic business leader who meets tight deadlines and delivers superior results. Possesses extensive training and real-world expertise in operations, business finances, product management, program management, marketing, customer advocacy, team leadership, and quality management. Applies strong business acumen with a deep passion for meeting the needs of each customer and engaging employees to optimize business results.


Product & Program Management

Operations Management

Strategic Planning

People Management

Customer-First Products

Quality Management

Web & Mobile

Policy Management/Adherence


P&L & Budgeting


Analytics/Data Analysis


ELECTRONIC ARTS (EA). Salt Lake City, UT, 2015-Current Director of Operations

Oversee day to day operations of the Electronic Arts (EA) Salt Lake City Studio and partner with sister studios on best practices, resources, and overall business plans.

Budget owner for studio. 30 million dollar budget fiscally. Main financial goal to be at or above 40% operating contribution for the entire studio. Must partner with studio leadership, game teams, global finance, global HR, global facilities, and global IT to ensure budget is adhered to.

Vendor management, contract negotiation, with vendor payment and reconciliation.

Oversee all employee sourcing (hiring, training, certifications, and conferences), studio processes, and studio employee engagement programs.

Lead studio initiatives that include ideation, game ownership (transfer of games between studios), live game services, and end of life processes/programs.

Partner with all EA studios to source other studio’s with additional staffing (software engineers, project managers, artists, designers, producers, and UI/UX individuals. Key Achievements:

Turned around studio from running a negative to positive P&L and achieved hitting overall operating contributions.

Overhauled all studio contracts and internal processes: reduced opex by 4.8 million annually and improving internal process by over 85%

Instigated Employee engagement programs improving employee engagement by 23% EBAY, INC., Draper, UT, 2007-2015

Senior Manager, Global Billing and Payments (2012-2015)

Led global teams responsible for auditing, policy management, training, continuous improvement, reporting, business analytics, and continuity planning.

Championed business initiatives through creating new teams and audit adherence processes to better manage business requirements and ensure regulatory compliance.

Mentored and coached personnel for improved individual performance and overall productivity. Key Achievements:

30%+ improvement in overall efficiency by streamlining and restructuring processes.

Increased compliance by 30 points through upgrading key performance metrics and effective cross-functional leadership.


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Senior Manager, Global Product Management (2007-2012)

Developed strategic direction for global online customer support.

Led global product management team of 10 senior product managers.

Spearheaded key initiatives and oversaw product verticals including globally (26 country sites), mobile customer help (iOS, google play, windows, and amazon) with development teams in the United States, Europe and Asia.

Key Achievements:

Implemented new consolidated customer support platform for web and mobile platforms to improve global scalability and quality of service.

Improved efficiencies and productivity by 20%, decreasing cost by $25M annually, and improving overall customer support.

Decreased time to market from 6 months to 2 months by moving software development process from

“Waterfall” to Agile (SCRUM).

Decreased bugs during releases by 12%, better stories and acceptance criteria.

Identified and implemented new tools to improve CS cases per hour and case quality. JP MORGAN CHASE, Salt Lake City, UT, 2003-2007

Product Manager

Integrated new e-commerce products and processes into the business support modules by leading cross- functional business integration teams.

Functioned as subject matter expert for implementation and product training material.

Partnered with existing and potential mid ($10M) to large ($300M) corporate clients to gather voice of the customer and create business requirements for e-commerce products. Key Achievements:

Created and managed e-commerce "ExacTrac" product that allowed for full penetration into a specific market, driving the success of the JPMorgan Chase corporate credit cards.

Managed core e-commerce "ExacTrac" product line to increase gross volume by 1 billion annually.

Drove effectiveness/efficiency and managed 50 minor enhancements and 10 major enhancements per year.

Collaborated with leading technology experts (architects, developers, DBA's, and infrastructure) to create market-moving software that utilized scalable and reliable solutions, resulting in JP Morgan Chase’s advancement ahead of a growing and changing commercial card market. EDUCATION

Bachelor of Science in Information Technology, 2005 University of Phoenix, Salt Lake City, UT


Six Sigma Quality - Greenbelt Certified Product Management Certified Executive Leadership and Management, Inside-Out Coaching, Emotional Intelligence, Situational Leadership II, Being the Customer, Foundations of GE Leadership, Agile Methodologies (SCRUM), SMART Goals, Change Acceleration Process (CAP), Facilitative Leadership, Effective Coaching, New/Advanced Leader Skills, Project Management, Intercultural Business Etiquette, Negotiating Skills, Developing a Strategic Plan, Pragmatic Marketing, Practical Product Management, Requirements That Work, Pragmatic Road Mapping, and Effective Product Marketing.

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