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Work Background
TrajectorSr. Director, Client Experience
May. 2023• Manages an operational team overseeing enterprise project management, retention management, client escalations & recovery, business intelligence, client experience, training, and quality assurance at Trajector. • Implementes strategies to drive operational efficiencies and enhance client experience, resulting in improved customer satisfaction and retention. • Leads cross-functional collaboration to streamline processes and optimize team performance, achieving measurable results in operational excellence.
EquifaxSr. Director / Vice President of Planning & Execution
Nov. 2020 - May. 2023Canada• Led strategic planning and execution in a highly matrixed environment, aligning teams around shared goals through effective governance, tools, and collaboration. • Drive end-to-end financial management, including business case development, budget tracking, financial reviews, and variance analysis. • Implement and standardize planning tools and automated dashboards to enhance visibility, alignment, and execution efficiency. • Define and oversee a structured front-door intake process to manage demand, prioritize work, and support continuous planning. • Maintain transparent tracking of risks, issues, decisions, and dependencies through a formal RAID log, enabling proactive mitigation. Lead capacity planning and work estimation to ensure optimal resource allocation to highest-value initiatives. • Champion agile best practices, embedding metrics to evaluate team maturity and improve execution across functions. • Partner with senior leadership to uncover and address cultural barriers, driving action plans that improve team effectiveness and engagement.
Cox AutomotiveDirector, Strategic Planning and Enablement for Environmental, Health, and Safety
Oct. 2018 - Feb. 2023Atlanta, GA• Reestablished the corporate safety function, leading organizational design, strategic planning, and KPI development to embed safety as a core cultural value. • Designed a 3-phase maturity model with 4 tiers of safety metrics to guide and measure organizational progress toward safety excellence. • Conducted deep analysis of 1,000+ annual safety incidents to identify root causes, driving implementation of targeted action plans and preventive strategies. • Linked root cause findings to workers’ compensation claims, enabling corrective actions that reduced incident recurrence and claim costs. • Partnered cross-functionally to launch a comprehensive incident investigation and mitigation program, significantly enhancing workplace safety accountability.
Manheim by Cox AutomotiveDirector, Program Enablement
Nov. 2013 - Oct. 2018Greater Atlanta Area• Led business transformation by designing execution frameworks grounded in IT governance, business intelligence, and strategic alignment to high-value investments. • Defined and implemented KPIs and metrics across all strategic initiatives, driving transparency and accountability via monthly Tableau dashboards. • Created the Inventory Solutions Scorecard for executive leadership, providing visibility into benefit realization, budget vs. actuals, schedule, scope, and risk. • Embedded financial rigor by introducing initiative scorecards tracking program budgets, EBITDA, OFCS, and payback periods to evaluate ROI. • Published a monthly “Flight Plan” aligning product and service rollouts across the organization, reducing collisions and managing change saturation. • Standardized execution through the enforcement of policies, procedures, and methodologies across all initiatives, improving delivery consistency. • Leveraged data analysis and visualization to support decision-making and ensure focused execution on the organization’s highest-priority work. • Partnered cross-functionally with business and IT leaders to align operational initiatives with strategic goals, improving execution speed and impact. • Delivering a culture of executional excellence by ensuring leadership had real-time access to progress, risk, and opportunity indicators. • Enabled scalable governance in a complex matrixed environment by embedding business intelligence into planning, prioritization, and delivery processes.
University of Colorado DenverDirector, IT Service Management
Feb. 2013 - Nov. 2013denver, co• Led recovery efforts following a catastrophic registration system failure, stabilizing IT platforms ahead of critical fall enrollment deadlines. • Defined and implemented KPIs and metrics to prioritize projects, monitor progress, and ensure successful delivery aligned with organizational goals. • Managed end-to-end operations of PMO, Help Desk, Business Application Support, Change, Release & Configuration Management, QA Testing, and Communications. • Developed and executed a comprehensive root cause analysis program to identify underlying issues and implement sustainable corrective actions. • Established rigorous change and release management processes that improved system stability and reduced unplanned outages. • Coordinated cross-functional teams to drive consistent communication, issue resolution, and alignment across IT service areas. • Delivered measurable improvements in system reliability, resulting in stable, uninterrupted service during the subsequent peak enrollment period. • Instituted ongoing monitoring and continuous improvement practices to proactively address risks and prevent recurrence of critical failures.
Dell TechnologiesSenior Consultant/Offer Manager
Jul. 2006 - Feb. 2013
AccentureSr. Consultant
Jul. 2006 - Feb. 2008
The Home DepotProject Manager
Jan. 2004 - Dec. 2006
Biolab, Inc.Project Manager
Jan. 2000 - Dec. 2004
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