Product Management

Product leader specializing in developing tech-enabled solutions that drive business growth. Strong track record of leading cross-functional teams and delivering scalable products that improve operational efficiency.

Professional Experience

Verizon

Customer Experience Data Measurement Lead (Contract) | May 2024 - Present
  • Developed performance dashboards integrating multiple data sources to drive strategic decision-making for CX leadership.
  • Built executive dashboard consolidating product requirements from VP and Director-level stakeholders into actionable KPIs.
  • Transformed department health metrics into intuitive visualizations for leadership decision-making.
  • Provided data-driven insights to inform CX and Design product strategies.

General Mills - Blue Buffalo

Product Manager, Customer Care & Insights | Feb 2022 - Jan 2024
  • Directed product strategy for customer support platforms in the Buddies by Blue Buffalo app, supporting 1.3M users.
  • Led Scrum team that delivered Salesforce and Twilio features, reducing case handling time by 30% and reclaiming 8 hours per agent weekly.
  • Launched an automated loyalty point fulfillment feature, reducing churn by 25%.
  • Introduced a Voice of the Customer program, achieving 95% user satisfaction with targeted product features and boosting App Store ratings from 3.5 to 4.25 stars.
  • Drove a 33% increase in Help Center engagement by implementing a pre-chat question flow, redirecting ~3,000 monthly chat conversations to self-service tools.
  • Managed vendor relationships and optimized a $500K technology budget for the Customer Insights Team.

REEF

Product Manager, Development & Excellence - Logistics as a Service | Jun 2021 - Oct 2021
  • Defined product vision and strategy for last-mile parcel delivery platform, generating $1.8M ARR.
  • Developed and launched a cross-client routing management system, boosting per-route revenue by 50% and reducing labor costs by 30%.
  • Built white-labeled messaging capabilities, unlocking $600K in pending partnerships.
  • Identified and resolved temperature control issues, safeguarding the FreshDirect partnership.

MakeSpace

Manager, Continuous Improvement | 2019 - 2021
  • Co-developed product strategy and roadmap for warehousing and delivery platforms across 24 markets.
  • Launched inventory management tools, reducing missing items by 30%.
  • Decreased late arrivals by 15% and same-day cancellations by 30% through webhook-triggered automated QA processes.

MakeSpace

Associate Manager, Customer Operations | 2018 - 2019
  • Automated status synchronization across multiple CRMs, reducing interdepartmental transfers by 15%.
  • Built a QA system identifying missing subscription assignments, recovering $500K annually.
  • Pulled Zendesk API data to track agent adherence to coverage schedules, enhancing operational efficiency.

MakeSpace

Associate Manager, Quality & Special Projects | 2017 - 2018
  • Reduced price-related churn by 80% through a 72-hour buffer and manual review system for storage plan assignments.
  • Led the Toronto market launch, designing WMS workflows that generated $3M in first-year revenue.

Core Skills

Product StrategyAgile/ScrumCross-functional LeadershipData-Driven Decision MakingUser ExperienceTechnical WritingVendor ManagementProcess Optimization