Project Management Customer Service

AM

AARON MONAGHAN

********.*****@*****.*** 813-***-**** Orlando, FL 32835

About Me Proven track record of successfully managing large-scale ecommerce and software development operations, including website development, product merchandising, product management, project management and customer experience optimization. By leveraging data analytics and market research, I am able to identify trends and opportunities to enhance the online shopping experience and drive customer engagement. As an ecommerce and software development professional, my primary responsibility is to oversee and drive the growth and success of the company's online sales channels. With a strong background in ecommerce strategy and a deep understanding of consumer behavior, I am able to develop and implement effective marketing and sales strategies to maximize online revenue. Additionally, I am experienced in building and leading cross-functional teams, collaborating with various departments such as marketing, IT, operations, creative and customer service to ensure seamless online operations and deliver exceptional customer service. B2C, B2B and D2C Ecommerce

Product Mgmt. (PXM)

UI/UX Design Optimization

GA4 and web analytics

Forecasting

Agile Project Management

Waterfall Project Management

Search Engine Optimization (SEO)

SDLC Lifecycle Management

Risk management

Continuous improvement

Communication

Herff Jones, LLC

Ecommerce Digital Transformation

Specialist

01/2022 - Current

Manage the day-to-day activities, product roadmap, and strategic orientation of Herff Jones' e-commerce websites.

Revenue grew by $10 million as a result of applying an agile approach to B2B, B2B2C, and DTC e-commerce.

The Go-to-Market Strategy comprised a complete overhaul of the e-commerce website, fresh content for the digital branding, several UI enhancements motivated by analytics data, customer feedback, and industry best practices, new features such as upsells and cross-sells, and a new experience with personalized rings from Kendra Scott. Established new protocols that work closely to drive requirements, timeliness, stakeholder consensus, and projected growth with the Licensee

(Sales Team), external vendors, and internal leadership from Marketing, Merchandise, IT, Development, Customer Care, and Manufacturing. Ashley Furniture Inc.

Sr. Director of Product Management,

Ecom

01/2019 - 01/2022

Member of the senior leadership team for ashleyfurniture.com e-commerce website, utilizing the Salesforce Commerce Cloud Platform (SFCC). Responsible for the product vision, strategy, and roadmap of new online and omni-channel complex, high-impact initiatives to achieve 1 billion in annual sales and individual project KPIs.

Lead multiple Product Managers and teams that worked in an Agile Scrum Development capacity that collaborated with internal and contracted resources to deliver high value customer centric features including AI Driven Product Upsells and Cross-Sells, Integrated Product Delivery Summary

Skills

Experience

Scheduling, Self-service Product Returns, AB Testing, and continuous UI/UX improvements to increase conversion and decrease abandonment rates.

Ashley Furniture Inc.

Sr. Director of Operations & Frontend

Development, Ecom

01/2017 - 01/2019

Lead the managerial oversight for the Product Management, UI/UX, and Development Ecommerce Departments.

Managed the platform feature backlog and prioritization with executive management.

Establish the feature scope, timeframe, budget, and manage internal communication for new features.

Implementation of Agile Scrum SDLC Methodology for the eCommerce Development Department.

Recruitment of agile coaches, junior, mid-level, and senior-level developers, scrum masters, quality assurance analysts, and architects to support feature-specific KPIs and annual sales from $340 million to $640 million set forth by the Product Management and Executive Leadership Teams.

Created agile teams, "Pods," to create effective collaboration and communication between Product Management, UX Design, and Development Resources, to establish cross-functional communication of various downstream systems to create, develop, test, and launch new platform features.

Ashley Furniture Inc.

Sr. Director of Project Management, Ecom

01/2014 - 01/2016

Responsible for the scope, budget, and timeframe to launch Ashley Furniture's first eCommerce website and post-launch features on both Sitecore and Salesforce Commerce platforms.

Reporting weekly status updates to senior leadership, and the escalation and mitigation of project risks.

Working in a start-up environment and hands-on approach of managing a team of project managers to lead the documentation of 14 business workstreams to establish feature requirements, cross-functional processes, departmental Standard Operational Procedures (SOP's) and training sessions.

Collaborating with internal and external partners including UX Design, Creative Design, Copywriters and Photographers to establish processes and assets needed for development to support the eCommerce website branding, product catalog, and annual sales from $0 to $340 Million. Gabriels Technology Solutions

Director of Product Management, Digital

Platform

01/2013 - 01/2014

Led the creation, scope, and vision for a new feature roadmap on the proprietary D2C Digital Platform that provided the best overall lead generation and customer service experience online for real estate broker sites, including Sotheby's, Christie's, The New York Times, and The Washington Post.

Managed and developed process improvement plans, coordinated with cross-functional departments, and produced innovative solutions to increase lead generation conversion and decrease abandonment. Infragistics

Senior Project Manager, Software

Development

01/2011 - 01/2012

Managed daily operations, including project timeframe, budget, and communication for large-scale, end-to-end, innovative custom software projects.

Worked with senior managers from Business Development, Engineering, UX Design, and Creative Design to extend the software suite to accommodate customer needs.

eFashion Solutions Lead a team of six project managers to manage project scope, timeframe, Director of Project Management, Ecom

01/2007 - 01/2011

budget, and internal and client communication for new platform onboardings, website redesigns, and new custom features for clients. Working with senior executive managers from the marketing, logistics, product photography, website design, development, and IT departments. Worked directly with executive management to prioritize new features, client onboardings, and website redesigns.

eFashion Solutions

Senior IT Project Manager, Ecom

01/2006 - 01/2007

Created and managed project scope, timeframe, budget, and communication for new platform onboardings, website redesigns, and new custom platform features.

Worked with senior managers from the marketing, merchandise, logistics, product photography, website design, development, and IT departments to establish requirements.

Communicated regularly with stakeholders about project objectives, scope changes, timeline updates, resource allocation adjustments. New clients included industry fashion/apparel leaders with stakes of $1 to

$100 million in annual sales.

The Ohio State University Columbus, OH

Business Administration And Management

Education and Training

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