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Work Background
Warner Bros. EntertainmentProduct Manager
Jun. 2022 - Jun. 2023United StatesI led a team of 10 to successfully develop and launch a game website, creating a new direct sales channel for Harry Potter Magic Awakens. This resulted in a significant 23% increase in revenue recovery per transaction.
Managed the implementation of new in-game entitlements for in-game purchases.
Leveraged Figma to drive the design of user-friendly interfaces, streamlining purchases and boosting conversion rates.
Defined KPIs to monitor sales performance, customer analytics, and inventory for optimized offerings; tracked and analyzed webstore conversion rates to measure user experience and efficacy of sales process..
Collaborated with cross-functional teams (Forecasting, Marketing, Operations, Design, UX) to integrate webstore, leading to an estimated $20M in revenue recovery.
Established user feedback management models to collect and synthesize consumer data from multiple channels, such as in-product surveys, support channels, and product feedback and feature requests.
Applied analytical and statistical rigor to solve complex problems and drive business decisions that helped the company achieve strategic goals.
Assisted product teams in scaling through internal team prioritization, planning, scheduling, resource management, and program tracking.
Managed multiple products and priorities, scaled teams, and ensured the organization was effective, healthy, and set up for success by establishing clear and measurable goals.
Electronic Arts (EA)DIRECTOR OF PRODUCT MANAGEMENT GAME CREATION
Mar. 2018 - Aug. 2020San Francisco Bay AreaLed a team of 8 product managers through ideation, technical development, and launch of innovative products; defined goals, arranged meetings, promoted communication, provided feedback, and established development plans to support professional excellence.
Established enterprise infrastructure for EA game studios, such as tools to create and manage game development and live ops business; measured adoption rate to ensure that teams effectively leveraged new systems and processes..
Served as key liaisonWas the Key interface between game studios and partners for EA’s infrastructure, which streamlined partnership and promoted efficiency.
Oversaw team of Product Managers to implement framework and develop infrastructure supporting collaboration with games studios.Managed adoption plan for EA's studios on the benefits of EA's development infrastructure.
Partnered with all EA studios, Design, Engineering, and Marketing teams to develop product vision and roadmap outlining the development and release of new features and functions, which fostered inter-studio collaboration and code efficiency.
Supervised 8 direct reports throughDirected the adoption of cloud computing for enhanced efficiency and scalability of EA's entire critical infrastructure.
Directed and delivered EA's strategy for CIO transformation to cloud computing; transformed EA technology's project and program methodologies into product-centric delivery.
Electronic Arts (EA)Director of E-Sports Strategic
Apr. 2016 - Jul. 2018San Mateo, California, United StatesLed customer-focused, data-drivenEA's Esports strategy and delivery to executive team for funding and headcount of innovative Esports department; created a comprehensive plan outlining investment and infrastructural needs and projected ROI to secure support for new program.
Contributed to $40M in additional revenue by monitoring and analyzing player engagement metrics for FIFA and Madden titles, including user participation, feedback, and overall player satisfaction.
Founded 6-person Esports department and designed market-ready products.
Established inclusive Esports initiatives across EA for all player levels for Fifa and Madden titles to increase player engagement; assessed return on investment (ROI) of said initiatives, including events, products, and partnerships.
Developed sustainable player ecosystems and organized successful events.
Served as Executive Producer for FIFA internet TV show, prioritizing player engagement.
Electronic Arts (EA)Director of Projects for Customer Success
Jan. 2012 - Dec. 2016Austin, Texas, United StatesDeveloped and mentored a team of 6 program managers, providing guidance and professional support to ensure the timely delivery of programs and projects aimed at enhancing customer satisfaction and retention.across the customer success department.
Oversaw a 30-person program team to consolidate Bioware customer service into EA global customer service team, reducing overall support spend from $53M to under $12M.
Implemented new customer help website to streamline deflection and offer self-service tools for all of EA's titles; analyzed support systems, defined requirements with cross-functional teams, collaborated with UX designers and developers, and prioritized testing and feedback loops for continuous optimization.
Guided the integration of a CRM tool into EA’s central architecture, which streamlined studio development and introduced issue based customer routing.
Introduced project and program methodologies to streamline the delivery of initiatives in a cross-functional environment.
AppleProgram Manager
Jan. 2006 - Dec. 2012County Cork, IrelandOversaw 3 major programs across multiple departments including CRM, web solutions, ERP, supply chain, forecasting repairs, and reverse logistics.
Led global transformation of printed customer documentation to digital, improving e-fulfillment and saving Apple $50M+ in 6 months.
Introduced a new repair or replace process for iPhone, which reduced European unit repair times from 10 days to 3 days.
Reengineered India business unit migration from EMEA to EMEI, overseeing APAC to EMEIA transition to offset costs into the Irish business entity for an enhanced corporate tax structure.
Ideated and executed Demand Planning and ERP program
Johnson & JohnsonGLOBAL DATA MANAGER
Jan. 2002 - Dec. 2006San Francisco Bay AreaImplemented a new hierarchical solution to their ERP, Data Warehouse, and Advanced Planning so all systems could report the same information.
Scoped, defined, and implemented a product hierarchy for Johnson & Johnson products across several ERP and Data Warehouse systems. Managed a cross-functional global team composed of Marketing, Sales, Finance, IT, Quality, Manufacturing, Purchasing and Forecasting. Gathered all requirements for reporting metrics and communicated to global teams.
Provided weekly communications and presentations to senior management and stakeholders.
Coordinated the development and implementation of new hierarchy across global cross-functional teams.
Defined and managed the project budget and coordinated and globally managed the UAT for new hierarchy.
Implemented a change management strategy and defined a change control process to ensure future stability.
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Looking to transition into Tech./. Former sales Representative and have very good Communication skilss @ @NikeStore