Background

Senior Product Operations and Program Leader of 19 years driving direct-to-consumer (D2C) growth, marketplace expansion, omnichannel transformation, digital and physical retail sales. Proven record of scaling digital storefronts and optimizing global supply chain operations to deliver $200M+ revenue. Expert in merchandising strategy, P&L management, cross-functional leadership, customer first mentality, and data driven decision making to elevate customer experience and profitability.

Job experience

• March 2023 - December 2024
  Associate Director - Program Management
  Verizon
  

  Remote

  • Drove product strategy and roadmap execution for a global commerce platform, aligning product vision, engineering priorities, and operational constraints to balance customer needs, scalability, regulatory requirements, and time-to-market.
  • Directed cross-functional Implementation-equivalent teams across the U.S. and Ireland, establishing delivery standards, workflows, and reporting structures supporting 7 digital commerce environments.
  • Managed full project lifecycles including scoping, workflow definition, configuration, testing, go live readiness, and post launch optimization.
  • Built automation processes for fulfillment, pricing, and SLA tracking, reducing manual intervention and increasing deployment speed.
  • Led recurring Product Reviews and Operating Reviews with executive leadership, presenting roadmap progress, risk posture, financial tradeoffs, and Go/No-Go readiness to drive informed investment and launch decisions.
  • Owned NPS and CX reporting for device programs, turning VOC insights into post-launch workflow optimization.
  • Owned product-level performance reporting across revenue, cost drivers, NPS, and VOC insights, partnering with finance and operations to assess product profitability and guide post-launch optimization decisions.
  • Supported quarterly and monthly product planning cycles, ensuring roadmap initiatives, dependencies, and launch timelines were accurately reflected in internal systems of record.
  

• April 2017 - March 2023
  Senior Program Manager
  Verizon
  

  Remote

  • Built Verizon’s first end to end D2C used-device digital business from concept to $215M revenue, overseeing technical integrations, workflow mapping, and cross-team onboarding for all systems.
  • Translated business requirements into system configurations across seven online marketplaces; partnered with engineering to deploy APIs supporting pricing, inventory, and diagnostic workflows.
  • Partnered with product design, UX, CX, analytics, and engineering teams to ensure platform capabilities met user needs while scaling reliably across channels and marketplaces.
  • Built and operated product operations mechanisms including Jira workflows, dashboards, and governance standards to provide real-time visibility into roadmap health, execution velocity, and delivery risk.
  • Drove cross-functional implementation with IT, Legal, Finance, Marketing, and CX to ensure frictionless launches.
  • Led customer, market, and competitive analysis including VOC synthesis and usability feedback to inform product requirements, pricing strategy, and lifecycle decisions.
  • Designed and launched automated pricing & inventory pipelines enabling real-time omnichannel operations.
  • Technical Account Management (APIs, Integrations, Data Feeds).
  • Retail Operations, CX, NPS, VOC Insights.
  • Data Analytics (Power BI, Tableau, Alteryx).
  • Workflow Design & Configuration.
  • SOW Development & Strategic Scoping.
  • Product and program leadership for large-scale supply chain and fulfillment platforms, including inventory orchestration, pricing, diagnostics, and multi-system order management.
  • Partnered with analytics and data engineering teams to maintain data quality, KPI definitions, governance standards, and executive reporting supporting product strategy and operational decision-making.
  • Designed, implemented, and continuously improved product development processes, documentation standards, and workflows to enable consistent execution across seven digital commerce environments.
  

• April 2016 - April 2017
  Manager, Data Analytics
  Verizon
  

  Remote

  • Launched My Verizon Diagnostics app nationally, overseeing training, workflow rollout, and implementation enablement across 1,700+ retail locations improving NPS by 30% and reduced unnecessary hardware replacements 16% YoY. Multiple years.
  • Designed A/B tests reaching 112M customers; converted insights into workflow and policy changes that reduced device replacements and boosted NPS.
  • Built analytics tools for retail teams, acting as the technical partner to field operations.
  • Experience with JIRA, MS Office Suite, Google Suite, Miro, Smart sheets, SAP
  

• May 2008 - April 2016
  General Manager Retail
  Verizon
  

  Michigan, USA

  • Led operations across multiple Verizon retail locations, managing 33 FTEs and driving top-tier CX, sales, and execution KPIs.
  • Implemented new workflows, training programs, and CX tools to elevate NPS and operational consistency.
  • Recruited and developed talent pipelines, delivering the highest internal promotion rates in the region.

Education

• University of Michigan - Flint
  MBA Masters
  

  - 2020
• Central Michigan University
  Bachelor Science BS
  

  - 2005

• CSPO Scrum Product Owner Certification
  Scrum Alliance
  

  - December 2025

  2 year certification