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Work Background
Prime 8 ConsultingSenior Account Director
Apr. 2025San Diego County, California, United StatesI excelled in driving client success and portfolio growth at Prime 8 Consulting, achieving significant revenue targets. • Developed and implemented strategies to maintain a robust revenue baseline while targeting new business opportunities. • Conducted regular quality checks on consultant deliverables, ensuring alignment with Prime 8's high standards. • Collaborated with fellow Account Directors to share insights and best practices, enhancing overall service quality.
Prime 8 ConsultingSenior Consultant - Delivery Lead
Aug. 2023 - Apr. 2025San Diego, California, United StatesLeading a team of 12 delivery consultants and three PMO managers to complete the commercial migration of accounts to Microsoft post M&A integration. Coordinate and drive the transition of sales agreements between legal entities including managed and unmanaged Enterprise and Small/Medium business segments. Deliverables include scaled process for price calculations of commercial offers and customer authorizations for technical migration.
eBayDirector of Program Management - Technical PMO Leader
May. 2020 - Apr. 2023San Jose, California, United StatesLeading a team of Program and Product Managers and Software Developers to automate the capture of customer feedback and operationalize strategic portfolio and product planning processes. Led org wide Quarterly Roadmap Planning and building internal applications to standardize cross team dependency management and release coordination that leverages JIRA data. Providing governance frameworks for cross functional teams to turn strategy into execution based on scaled agile frameworks (SAFe). Developed and supported IT tools that streamline workflows and improve data accuracy at scale. Driving product quality and product management excellence as a leader for production bugs management and triage.
Evaluated the existing product development processes and tools. Provided a gap analysis and a “to-be” vision for the future. Deployed a new eBay roadmap planning process, governance model and related tools within six months. Onboarded all product development teams and functions within one year. Successfully planned 5k+ releases within the first year.
Strategically led the product team that defined and developed the new shake to report capability on native eBay apps. Slashed the troubleshooting cycle time from five to two and a half days for bugs and support release requests escalated to the product and engineering teams.
Served as an active member of the Core Product Quality Squad. Contributed to thought leadership on product quality, culture, and required operational changes.
TiVoSr. Director - Program Management (Corporate PMO Leader)
Jan. 2017 - Dec. 2020San Francisco Bay AreaCoordinated an assessment of the current state of the product operating model. Proactively identified opportunities to improve accountability and process clarity. Rolled out the new product operating model with Go to Market readiness governance across the entire TiVo portfolio within six months. Accelerated development projects and improved product quality. Implemented a robust NPI execution model based on the new product operating model. Enhanced the commercial readiness for NPI of TiVo Plus and Stream 4k product launches.
Prioritized investments and resources for a 1.2k member R&D organization. Distributed workloads and tasks that optimized the team’s performance.
OoyalaVice President - M&A Integrations & Operations
Jan. 2015 - Dec. 2017San Francisco Bay AreaStrategic partner to the Ooyala Executive Management team responsible for leading Ooyala’s acquisition integration activities on a global basis for a rapidly growing global SaaS company. My strategic charter is focused on ensuring successful integrations that deliver on the acquisition business case. I am accountable for Integration Management Office (IMO) project members responsible for driving all functional work streams: Engineering, Product Management, Professional Services, Marketing, Sales, Support, HR, IT, Facilities.
I have successfully integrated two companies in Europe (Nativ-London, VideoPlaza-Stockholm).
EricssonSenior Director - Head of Operations/Chief of Staff
Jan. 2013 - Dec. 2015Mountain View, CAMember of Mediaroom Division Executive Leadership team accountable for $300M TV & Media portfolio business.
Led M&A integration, providing interface between business and engineering teams to clarify roles and responsibilities, dependencies, and shared accountabilities for executing product planning, development and go to market releases. Drive organizational effectiveness by providing rhythm of business, scorecards, managing executive escalations. Drive change management for strategic projects on behalf of the executive leadership team including strategic business planning, GTM and product portfolio roadmap definition. Lead for facilities, head count allocation/approval and HR transformation initiatives.
MicrosoftDirector/Chief of Staff - Mediaroom
Jan. 2012 - Dec. 2013Mountain View, CAChief of Staff for IPTV middleware product group senior leadership team accountable for $200M business that supported 12 Million Telecom operator subscribers. Led definition and implementation of Product Development Lifecycle and New Product Introduction processes and governance that improved release cadence without sacrificing quality. Increased operator customer satisfaction by delivering twice annual product revisions. Provided interface between business and engineering teams to clarify roles and responsibilities, dependencies, and shared accountabilities for executing product planning, development and releases. Established Key Performance Indicators (KPIs) for all functions (Engineering, Marketing, Sales) that drive top line success metrics for the business and set balanced scorecard.
Defined and implemented Rhythm of the Business operating mechanisms to communicate business performance and establish action plans.
Led Mediaroom organization integration into Ericsson as a result of acquisition. Managed multiple work streams to successful land the group with minimum disruption to include; Decision Making/Governance, HR, Procurement, Real Estate.
MicrosoftSr. Group Manager - Global Customer Support - Entertainment & Devices
Jan. 2009 - Dec. 2012Greater Seattle AreaConsumer Support Release Management - Accountable for planning and implementing customer support experiences required by new product introduction. Manage team of Release/Launch Managers responsbile for project management of all XBox product releases (HW and Live) to ensure customer service & support readiness of vendor call centers. PMO Leader - Delivered strategic change initiatives to enable new service and support capabilities and scale for consumer offerings in gaming (Xbox) and Mobile phones (Windows Phone). Manage team of Senior Program Managers delivering;
Call Center Implementations - New domestic site for Xbox Kinect, Xbox Live site consolidations in North America Business Transformation Projects - Service/Support delivery model changes reducing OPEX $10M over 3 years. Service and Support Program Implementations - Implemented new Windows Phone OEM support model improving relationship with handset manufacturers and access to OS support. Manage Analytics and BI team responsible for delivering;
Reporting development for operational and quality performance with SQL and SSRS capabilities,
Statistical Process Control Analysis,
Key Driver/KPI Anaylsis
MicrosoftBusiness Manager - "Chief of Staff"
Jan. 2007 - Dec. 2009Greater Seattle AreaChief of Staff for Surface product group senior leadership team accountable for developing the first generation touch driven computer software & hardware. Lead strategic projects driving organizational effectiveness . • Helped define the strategic vision and roadmap to move organization from pre launch to V1 scale. • Contributed point of view to help establish organizational design principles, recommended and lead change initiatives that improved operational efficiencies across functions and improve execution capabilities
• Used strategic vision to architect, influence, lead and communicate process improvements as a recognized staff expert
• Established Key Performance Indicators (KPIs) for all functions (Engineering, Marketing, Sales) that drive top line success metrics for the new business
• Defined and implemented Rhythm of the Business operating mechanisms to communicate business performance and establish action plans
• Lead organization spanning process improvement initiatives, new business capability, and assisted the GM with special projects driven by executive requests
MicrosoftSenior Program Manager - Digital Advertising Customer Service Operations
Jan. 2006 - Dec. 2007Greater Seattle AreaResponsible for design and implementation of process and service excellence solutions across Microsoft's nascent online advertising business. Led the design of a service excellence best practice benchmarking with Disney. Assembled and partnered with a cross-functional, multi-level virtual team to successfully define a global Service Theme and Service Standards. Developed an implementation plan and recommendation to integrate the service standards into the day-to-day service operations. Defined a service operations execution framework for delivering a differentiated service experience to improve advertiser satisfaction and orchestrated multiple work streams simultaneously, leading project owners to deliver consistently for maximum impact. Designed and implemented a service operations planning execution framework to improve prioritization, communication and execution of service planning commitments. Successfully socialized and gained alignment with executive leadership. Drove the design and development of a supporting automation tool. Partnered with Ad Support to design and implement a “Change Control” process for the adCenter platform.
Intuit IncGroup Manager - Product Supportability
Jan. 1999 - Dec. 2006San Diego, California, United StatesTurboTax Supportability Group Manager Led a team of eight Customer Support Analysts for the TurboTax product family. Delivered insights, assisted customers in resolving problems, and executed on customer ideas that improved CSAT scores.
Six Sigma Black Belt Served as an internal consultant that managed all aspects of project management and process improvement initiatives. Lowered headcount from 12 to 5, with a net savings of $350k annually. Deployed customer service process changes that decreased resolution from 10 days to 48 hours, improved customer satisfaction by 15%, and lowered costs by $700k.
E-Commerce Channel Manager Oversaw all aspects of sales and marketing for Intuit’s web-based products. Developed and executed a three year strategic roadmap that boosted revenues from $15M to $100M within two years.
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