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Work Background
American Cancer SocietyBoard Member
Jan. 2023 - Dec. 2023Denver, Colorado, United StatesOne-Year as Denver Community Board Member. American Cancer Society is dedicated to helping people who face cancer. Learn about cancer research, patient services, early detection, treatment, and education at cancer.org
Western UnionVice President, Regional Operations, North America
Nov. 2021Denver, Colorado, United States* Support the North America business while collaborating with sales to generate and sustain regional revenue of $1.7B, P&L, encompassing 40% of the total C2C revenue and 85% of C2B revenue globally.
* Direct operational strategies and programs, including retail channel rollouts and maintenance of critical capabilities that enhance the agent and customer experience. This includes Quick Resend, One-Step Refund, Debit, Retail Money Order Modernization, and migration to the next-generation point of sale at 65,000+ retail locations in the US and Canada.
* Responsible for integrating new dynamic SOAP Gateway API's with eight strategic partners.
* Run the US bill payment (C2B) business on a platform that integrates with over 15,000 billers and lead the team that provides direct support to commercial customers.
* Cultivate high-performing teams with 34 indirect and eight direct reports across the US, Mexico, and Costa Rica while motivating and managing performance through OKRs.
* Facilitate high-level communications with CEO and C-suite, ensuring strategic alignment across 10+ strategic initiatives.
* Deliver projects aligning with our strategic pillars on time and within budget for the top 5 key initiatives that stabilize our retail business.
Western UnionGroup Leader, Director of Product, Global Retail Channel
Sep. 2020 - Nov. 2021Denver Metropolitan Area* Global leadership to 6 direct reports and product oversight of WU’s Cloud Based Point-of-Sale evolution and rollout to version 2.0 within 220+ countries and provinces; conducted over $20M transactions in pilot.
* Controlled a $10M product development budget and shared the P&L of a $142B retail channel with regional leaders - Americas, EU, Africa, MESA (Middle East, Saudi Arabia), and APAC (Asia Pacific).
* Improved product quality and team capacity by shifting the retail team to an Agile SAFe-based culture, enhancing transparency and resource management.
* Conceptualized and led the Global Virtualized Debit project, enhancing in-person and digital retail experiences via consumer devices, payments, and tablet and mobile phone transactions.
VerizonHead of Visible Product Operations (A Verizon Strategic Initiative)
Sep. 2017 - Sep. 2020Greater Denver Area* Drove Verizon's Visible Mobile launch as first Product and Operations hire, achieving top market position.
* Managed $34M budget and OEM relationships with Apple, Samsung, Google, Motorola, and other OEMs to ensure device compatibility and expanding catalog from 1 to 20+ options.
* Reduced Verizon's process time from 150+ days to under 90 days, establishing four agent centers.
* Enabled May ‘18 launch with 40 fully trained agents, implementing processes that shortened development from 6 months to 6 weeks.
* Architected Vlocity and Salesforce agent portals, achieving under 15 min handle time, over 80% resolution rate, and 90% AESAT.
* Grew Visible as an industry disruptor, recognized by Fast Company’s 2020 Most Innovative Companies and launched three global care centers in 90 days.
AccentureDigital Product Manager
Dec. 2015 - Sep. 2017Greater Denver Area* An essential member of the initial team that launched Visible (Xfinity Mobile); organized/led intake and Agile delivery for the key OSS/BSS platform and delivered an MVP within three months.
* Designed and developed a custom employee portal capable of supporting 1,500 personnel in a new chemical startup within a 6-month timeline in Saudi Arabia.
* Relied upon to lead client engagement/consulting as Accenture Denver Digital Lead, including contract development, SOW creation, revenue forecasting, project management, and Agile development.
* Product Management Consultant supporting Xfinity mobile launch; established 2-year program management framework; coordinated end-to-end integration of MVNO OSS/BSS billing, device provisioning, and work streams.
* Excelled as Accenture Agile University instructor; taught 10+ classes and achieved top 10% instructor.
* Proficiently led the annual Accenture Digital Summit on behalf of Global CDO for over 800+ employees.
AccentureDigital Business Consultant
Dec. 2013 - Nov. 2015Greater Denver Area* Led digital integration consulting, advising and project delivery across a global client portfolio * Relied upon to direct technical blending of Scrum and Waterfall frameworks in hybrid-Agile environment
* Orchestrated Adobe Experience Manager solution for Time Warner Cable in Costa Rica; managed Agile development team and annual budget of over $1M; reduced time to production by 50%
* Conceptualized and deployed employee portal for Dow Chemical’s new Sadara startup in Saudi Arabia
* Successfully launched 20 different customer components and 5 templates for bio-medical company including interactive guide for employees’ usability; wrote 100+ page AEM companion utilized by 10 different authors
Alaska AirlinesAdvisory Board Member
Mar. 2011 - Feb. 2013Greater Seattle Area* Responsible for providing recommendations and innovative solutions aimed at improving customer experience, technology, and operations during a 2-year term on a professional advisory board
* Relied upon attending quarterly meetings with the CEO and executive leaders to communicate concepts and brainstorm operational solutions as well as strategizing new methods for maximizing revenue and client satisfaction
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