Senior Product Manager

• Oct 2022 - Present

► Biometric & ID Management Platform ◄ Manage the end-to-end lifecycle of a next generation SaaS enrollment platform built using reusable software components, designed to simplify the customer biometric enrollment process and decrease annual software costs by $1.6M. Oversee a budget of $14.5M, while working with business leaders on SWOT analysis and defining ROI, leading to increased profitability and reduced risk for the product. Collaborate with Product Management, Engineering, Program Management, UX and 30+ cross-functional team members to translate strategic plans into product vision and customer needs into product requirements and use cases. Partner closely with Engineering to synthesize the enrollment product strategy into a robust product roadmap with well defined timelines for internal and external stakeholders, resulting in faster time-to-market and higher customer satisfaction. Identify and leverage opportunities for innovation and competitor differentiation through customer research and market analysis, resulting in a highly scalable enrollment platform with enhanced security, seamless integration, and personalized user experience. Show less

Product Manager

• Feb 2022 - Sep 2022

► Digital Payments & Operations ◄ Managing the end-to-end launch of a SaaS collaboration platform (Confluence) for the new Payments team, which helped track all payments information channels, visualize the product life cycle, and unify internal processes. Working with 20+ leaders in business, engineering, legal and compliance to define the roadmap for integrating digital payment services (PayPal, Apple Pay, Venmo) to web and mobile ecommerce platforms. Collaborating with the business and development teams to set Payments product vision, requirements, and roll-out strategy with a strong focus on feature prioritization and iterative development. Leverage market research and consumer insights to recommend opportunities for innovation and market differentiation for the EBT/SNAP and Digital Wallet rollout. Show less

Strategic Program Manager

• Nov 2020 - Feb 2022

► Operational Excellence & Business Development ◄ Worked with the executive leadership of a baked goods and delivery start-up to set feasible company goals, plan business operations, and making sure objectives for a new storefront opening were met in a profitable manner. Built the governance structure and operational workflows for the operations team by evaluating service metrics, analyzing inventory, and creating priorities within the organization to meet capacity/service needs for new storefront openings. Helped digitally enable a streamlined payment and workforce management process by introducing automation, a talent management platform, and co-creating a framework that led to 50% cost savings as well as better performance tracking. Supported a growing youth non-profit in defining their long-term vision, optimizing their financial system, and working with cross-functional teams to create and prioritize high-quality programming based on community engagement objectives. Show less

Financial Services | Technology | Business Integration Consultant

• Nov 2009 - Nov 2020

► Digital Transformation | Technology Implementation | Agile | Scrum ◄Communicated progress and dependencies to executive leadership and made proactive recommendations to remove roadblocks leading to the on-time delivery of key milestones for several digital platform enhancement projects.Bridged the gap between the business and technical teams by analyzing business objectives for feasibility and collaborating with IT stakeholders to help translate business requirements into building technical solutions with achievable metrics. Collaborated with Scrum Masters, Product Owners, and Agile Team members in delivering large-scale enterprise digital transformation complex projects via defining release plans, backlog refinement, user story grooming, and iteration planning.Worked in a Scaled Agile Framework (SAFe) environment managing a team delivering end-to-end UAT for internal and client-facing financial applications, including preparing test strategies and test cases in JIRA.Facilitated an automated testing scripts process to increase efficiency and meet product development milestones.Acted as the digital transaction services Subject Matter Expert (SME) to the IT, Marketing, and Compliance teams. Show less

Financial Services | Technology | Business Application Specialist (Product Owner)

• Apr 2006 - Nov 2009

► Digital Product Management | Business Analysis ◄Worked with stakeholders to design a long-term product vision, product strategy, and product design for several fast-paced, large-scale projects that eliminated the need for manual workarounds and increased production turnaround by 50%.Managed the product roadmap and end-to-end delivery to build a new internal automation tool designed to streamline the process of sending annuity income forms to clients, reducing cost by $650K annually. Developed detailed process improvements and workflow analysis for consumer applications, including managing scope documenting impacts to internal and external clients, risk mitigation, Gantt charts, and executive relationship management. Coordinated end-to-end business testing, deployment, and training for consumer financial applications, by driving consensus with business partners, Quality Assurance (QA), and IT.Ensured products met or exceeded client expectations. Excelled at gathering feedback and requirements; communicating changes to stakeholders; and overseeing high-quality rollouts to on-time delivery. Show less

Financial Services | Technology & Operations | Senior Individual & Service Correspondent

• Jan 2005 - Apr 2006

► Service Optimization & Business Systems Testing ◄Served as the SME for TIAA financial software and digital inquiries while managing 30+ cases per day and maximizing operational process to maintain over 80% service levels in customer service operations.Mentored incoming new hires. Designed and facilitated development training materials for the customer service operations team while serving as an SME across the unit and executing end-to-end business testing for a digital platform team.Led end-to-end business testing for a major technology cutover to a digital process automation platform and helped saved the company over $2 million per year in manual processing. Show less

Financial Services | Customer Operations | Institutional Service Representative

• Apr 2002 - Jan 2005

Education & Development Trainer

• May 2001 - Aug 2001

Technical Support Representative

• Oct 2000 - Apr 2001