Product and Operational Leader

Summary

Strategic business executive with expertise in product strategy, operational excellence, solution development, and relationship management. Highly skilled in driving company vision, direction, revenue, and customer satisfaction. Collaborative communicator adept at building high performance teams who embrace a culture of ownership and execution. Strong ability to lead business processes to ensure continued organizational success.

● Product Management ● Strategic Planning ● Professional Services

● Operations Management ● Business Development ● Resource Management

● People Management ● Organizational Management ● Process Improvement

● Program Management ● Client Relationship Building ● Culture Ambassador Professional Experience

Reprivata - Houston, TX (remote) December 2019 to May 2020 Managing Director - Product and Operations

Built every aspect of a scalable Product team including implementing an Agile development methodology, leveraging Scrum and Jira as process management frameworks. Stood up and staffed a Support organization from scratch designed to maximize customer satisfaction with a focus on scalability. Laid the groundwork for HR, Customer Success, and Financial teams, and staffed accordingly. Instituted an OKR framework for culture, company, and team goal alignment, as well as individual contribution assessment and growth. VoIP Innovations - Pittsburgh, PA May 2018 to October 2019 Chief Operating Officer

Owned the product roadmap, strategy, execution, and deployment with a laser focus on revenue, scalability, user experience, and customer satisfaction. Defined strategic organizational goals and aligned departments effectively. Collaborated with potential and existing clients to deliver professional service software solutions utilizing both in-house and offshore development teams. Established and drove company core values and ensured effective recruiting, onboarding, professional development, performance management, and retention. Instituted a true Agile development methodology utilizing Scrum as the framework and Jira as the management software. Key Achievements:

● Conceptualized and launched an industry-first CPaaS marketplace product that provided third-party developers a subscription-based revenue channel while driving application traffic across VI’s network.

● Transformed the Support Org by implementing NPS and CSAT measurement frameworks, and launching 24/7 follow-the-sun support.

● Achieved 15% company-wide gain in throughput without increasing OpEx by performing department-by-department and employee-by-employee deep-dives to identify process improvements and automation opportunities.

● Enhanced employee morale by implementing culture initiatives including a peer bonus program, as well as transitioning to an OKR assessment and company objective methodology to reward performance over longevity while providing visibility and alignment of personal and department goals with company goals.

● Built a strong company vision and culture resulting in promotions from Director of Product and Program Management to VP of Operations to COO, while successfully driving company valuation from $18M to

$46M, resulting in a successful exit.

Google - Pittsburgh, PA February 2013 to October 2017 Manager - Product Operations

Engaged directly with customers to effectively understand their business challenges which drove software solutions at scale. Created analytical, reporting, and tooling systems to surface data and reporting metrics for Google Shopping, Ads, and Campaign Management. Led the migration of all Support and Operational systems from the Channel Intelligence stack to Google stack while product-managing supplemental systems. Key Achievements:

● Successfully built and oversaw a Product team which managed Google Shopping products and programs, driving combined revenue generation and savings of $280M.

● Achieved $40M in annual FTE and OpEx savings through creating multiple client self-service systems, and standing up an 80+ headcount offshore support solution that utilized a 300+ page web-based knowledge repository to ensure self-sufficiency.

● Designed and built multiple client self-serve systems to both empower the client as well as lower Google Support workload.

● Improved ease of accessing client information and streamlined client feed deployment by designing and launching an in-house CRM solution, resulting in being adopted by the entire Shopping and Ads organization.

Channel Intelligence - Celebration, FL May 2012 to February 2013 Senior Product Manager / Business Analyst

Provided strategic and tactical team leadership and guidance to ensure execution on core business analysis capabilities to deliver business value. Implemented true Agile development methodology utilizing Scrum as the framework and Jira as the management software.

Key Achievements:

● Partnered with internal teams and external clients to improve the core feed engine product, refine operations processes, and automate workflows which drove solutions through development.

● Successfully positioned core products for acquisition by Google. Voxeo - Orlando, FL May 2008 to May 2012

Manager - Product Delivery

Led multiple teams while ensuring production readiness and delivery of IVR, TTS, and VoIP products. Drove projects from pre-sales through successful implementation and ensured ongoing customer success. Key Achievements:

● Effectively managed quality assurance for the professional service department demonstrating quick knowledge spin-up of different client goals and hosting environments.

● Defined requirements for all functional, performance, stress, load, sanity, reliability, and A/B testing suites, as well as any custom testing requirements based on customer environment. Education

Bachelor of Science, Computer Science August 2002 to December 2006

● Full Sail University - Winter Park, FL

● University of Central Florida - Orlando, FL

Volunteer Experience

Greater Pittsburgh Community Food Bank March 2014 to Present

● Board Advisor

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