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Work Background
TIAASenior Director of Product Management
Feb. 2023 - Oct. 2024Charlotte, North Carolina Area* Led strategic development and implementation of SmartPlan, an AI-powered platform transforming retirement planning for institutional clients. * Oversaw product innovation, secured executive support, and implemented processes to enhance both external member-facing and internal user experiences. * Created and led the development of SmartPlan, resulting in a 50% increase in client engagement and 30% improvement in participant outcomes. * Implemented quarterly client reviews, increasing engagement frequency from annual to quarterly, which improved client satisfaction scores by 20%. * Secured executive support and funding for SmartPlan, driving adoption across the organization and increasing product uptake by 40% among institutional clients. * Presented SmartPlan’s success to C-suite and board members, leading to expanded funding and further development phases, demonstrating its strategic value. * Collaborated across functional teams to optimize product delivery, reducing time-to-market by 15% for feature rollouts. * Leveraged AI tools and data analytics to identify areas for improvement, driving a 25% boost in efficiency in client-related processes.
TIAASenior Director of Product Management
Jan. 2017 - Feb. 2023Charlotte, North Carolina, United States* Directed the end-to-end product development lifecycle for new digital products, including concept ideation, user research, prototyping, testing, and launch. * Developed Business Edge, an industry-leading consultant service tool, while managing and mentoring a high-performing product team to deliver innovative and member-focused solutions. * Led the development of over 50 digital product concepts, overseeing the full product lifecycle—from concept ideation and research to prototyping, testing, and market launch—resulting in 10 successful launches and a 35% increase in client engagement. * Managed a diverse team of product managers and analysts to create customer-focused, high-quality digital solutions, which led to a 30% enhancement in overall customer experience and earned the top industry rating. * Standardized modern product management processes, increasing productivity by 20% and ensuring efficient delivery in alignment with strategic business growth objectives. * Fostered strong relationships with stakeholders through collaborative ideation workshops, generating over 100 new ideas and moving 50 of these into product development. * Established partnerships with external teams and vendors to drive go-to-market execution and expand product capabilities, leading to the formation of three strategic alliances that increased market reach and adoption.
TIAASenior Manager, Group Product Manager
Feb. 2012 - Dec. 2016Charlotte, North Carolina, United States* Led the redevelopment of PlanFocus, an external B2B platform serving institutional clients, managing the product team, engineering, and cross-functional partners to modernize plan management and boost operational efficiency. * Oversaw a $30M full-stack redevelopment of PlanFocus, implementing a member-centric approach that reduced administrative processing time by 35% and drove productivity gains for institutional clients. * Led a cross-functional team including designers, developers, and analysts, ensuring on-time and on-budget delivery of the platform while improving user satisfaction by 40%. * Implemented Agile methodologies across the team, resulting in 20% faster development cycles, allowing more rapid responses to changing client needs and market demands. * Contributed to sustaining TIAA’s #1 market position in institutional plan services for 10 consecutive years through quality platform development and strong client relationships. * Engaged clients throughout the redesign process, gathering feedback and implementing 15 client-driven features that significantly improved usability and satisfaction. * Partnered closely with marketing, sales, and operations teams to execute a seamless platform relaunch, resulting in a 30% increase in client adoption within the first year.
BounceU of Charlotte & BounceU of MatthewsFormer Owner
Aug. 2006 - Oct. 2022Charlotte, North Carolina AreaAs a co-owner of a vibrant children's birthday party and play place facility, I've demonstrated a unique blend of entrepreneurial spirit, creative financial management, and resilience in navigating challenges, including economic downturns (2008) and the recent pandemic. Our facility, featuring giant indoor inflatables, drop-off events, and holiday/Teacher workday camps, has not only provided memorable experiences for children but also garnered recognition, including a feature on CNN. Throughout the ups and downs of the business landscape, I've employed creative financial strategies to weather recessions, adapting our product offerings and managing cash flow to ensure sustainability and growth. My experience in securing startup SBA loans, including 7a for equipment and fixtures, and a 504 to purchase the building, underscores my ability to navigate complex financial processes and secure vital resources for business development. Continuously managing cash flow and implementing targeted marketing strategies have been integral to sustaining and growing our business in a competitive market. As an entrepreneur, I bring to the table not only a passion for creating enriching experiences for children but also a proven track record of strategic financial management, adaptability, and tenacity in overcoming challenges.
TIAASenior Manager, Technology Delivery
Sep. 2002 - Feb. 2012Charlotte, North Carolina, United States* Managed the technical delivery of enterprise-level IT solutions, including internal platforms like Institutional Book of Business and My Book of Business, supporting wealth advisors and relationship managers. * Delivered multiple platforms, including Plan Analyzer, which transformed client data analysis, improving decision-making efficiency by 50%. * Overhauled TIAA's online technology reporting services, earning a #1 ranking and increasing client satisfaction by 25%. * Introduced SCRUM and Agile methodologies in 2005, reducing product delivery timelines by 25% and creating an efficient development environment that supported rapid scaling. * Digitized client attributes in My Book of Business and Institutional Book of Business, transforming them into an eCommerce-like format that allowed wealth advisors and relationship managers to easily mine their books and deliver more personalized client experiences. * Led IT delivery teams to support enterprise-level solutions, consistently meeting or exceeding 90% of project timelines and quality expectations. * Mentored and coached team members in Agile practices, leading to a 40% improvement in team productivity and enabling faster project iteration and delivery.
Self EmployedSoftware Engineer
Dec. 2001 - Aug. 2002Los Angeles Metropolitan AreaSoftware development: PL/SQL, Java Script, HTML, Middleware tools & Server Administration Clients included Kaiser Permanent & Kinkos Corporate
Innovent SolutionsConsultant - Software Engineer | Tech Lead | Tech Analyst | Project Manager
Mar. 2000 - Oct. 2001Los Angeles Metropolitan AreaProvided various technical services focused on business intelligence systems.
LA Care ProviderSoftware Engineer
Sep. 1999 - Mar. 2000Los Angeles Metropolitan AreaDeveloped on-line reporting suite and access to critical information digitally. SQL and java script.
Warner Music GroupProduct Manager
Jan. 1998 - Aug. 1999Burbank, California, United StatesThe internet was new and I wore every hat of product development, product design, customer experience, product launch and product growth by creating cutting edge digital access to data for our record labels under the WMG umbrella. Consolidated vendor feeds about artists’ air time, album sales and distribution all in one place for each of our labels globally, and saved the parent company millions.
SMITH KLINE BEECHAMBusiness Data Analyst
Jul. 1997 - Dec. 1997Los Angeles Metropolitan AreaConducted data analysis & prepared clinical trial instruction manuals.
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