VP Customer Experience

• Aug 2023 - Present

Head of Product Operations

• Feb 2020 - Aug 2023

In my most recent role at Physicians Mutual Insurance Company, I update senior management on the progress of product development. I provide leadership to teams for the rapid accomplishment of product goals. I build relationships with vendors to support several product launches annually. I create customer and agency UX roadmaps to satisfy user needs. In addition to this, I develop roadmaps and successful execution of products aligned with a defined business strategy. I function corporate PI quarterly planning to accomplish various business benefits.Accomplishments I'm proud of: • Achieved recognition supporting the best sales year in corporate history on the main product line.• Implemented a new online application process in four weeks to support COVID sales.• Doubled active agent count on sales management platform. Show less

Director of Product Operations

• Apr 2016 - Feb 2020

In my previous roles, I replaced the legacy mainframe system in coordination with the policy administration vendor (InsPro). I taught scaled Agile Framework principles for workflow optimization within the organization. I transitioned and transformed organizational goals and processes through change management at the enterprise/departmental level. In addition to this, I supported corporate initiatives with team collaboration of product owners, product managers, and scrum masters. I supervised 100+ cross-discipline agile members across 18 teams with a focus on maximizing productivity and operational efficiency. Also, I introduced new programs and managed portfolios as well as financial components in partnership with rally software.Major Achievements: • Maximized 15%+ in Med Supp sales and minimized departmental overhead by 15% and 25% respectively.• Led enhancement in customer self-servicing by delivering exceptional services.• Decreased time to less than a day to market for critical changes.• Designed "COVID-19 model" in distribution within 30 days.• Transferred over 600K active policies to new administration system. Show less

IT Program Manager

• Sep 2012 - Apr 2016

In this role, I have established a culture of high performance and continuous improvement by actively monitoring the activities of five project managers, eight interns, and 100+ cross-discipline agile members across 12 teams. I changed the mainframe administration system with new applications and integrated vendor solutions in association with eight delivery teams. Key Accomplishments: • Designated for providing customer keynote on agile transformation at RallyOn, 2015.• Reduced time to market application features and product launches by 75% and 50% respectively.• Attained set business goals by initiating programs in line with timelines, budgets, and scope. Show less

Senior IT Project Manager

• Dec 2011 - Sep 2012

During this period, I facilitated requirement gathering in cooperation with business leaders. Also, I administered budgets for project and program management. I have played a key role in policy administration integrations and analytics. I leveraged technical expertise for a new product developed as Lead Project Manager. I oversaw a new insurance product line ahead of schedule. Major Achievements: • Promoted from Project Manager I to Senior Project Manager by demonstrating exemplary performance.• Deployed new life block on new administration system within time and budget constraints. Show less

IT Project Manager

• May 2011 - Dec 2011

Internal Auditor I and II

• Dec 2007 - May 2011

Accounts Payable

• Apr 2007 - Dec 2007