Experience

Lone Wolf Technologies

• Canada
• Software Development
• 400 - 500 Employee

• Senior Manager Customer Onboarding

  • Aug 2023 - Present



Shopify

• Canada
• Software Development
• 700 & Above Employee

• Manager, Launch Engineering

  • Dec 2020 - May 2023

  Canada · Led team of 10 High Performing Launch Engineering Consultants who supported the customer onboarding of over 400 merchants which created over $500M in GMV in 2022 for Shopify, driving impact and results · Refocused the team on a proactive, segment and service model specific consultative approach that ensures that the team is best positioned to focus on product advocacy, ensuring both a quality and speedy merchant launch and growth on the Shopify platform · Faciliated effective and… Show more · Led team of 10 High Performing Launch Engineering Consultants who supported the customer onboarding of over 400 merchants which created over $500M in GMV in 2022 for Shopify, driving impact and results · Refocused the team on a proactive, segment and service model specific consultative approach that ensures that the team is best positioned to focus on product advocacy, ensuring both a quality and speedy merchant launch and growth on the Shopify platform · Faciliated effective and impactful remote and in-person key speaking events such as Senior Leadership AMAs, Quarterly Department All-Hands, as well as facilitated on the main stage Leadership Panel discussion with clear, engaging story telling, strategic focus and appropriate tone and humour. · Program Management and development of strategic and operational process and program improvements including scaling programs, proactive engagement, playbooks, hiring and Subject Matter Expert and enablement programs · Development of expertise in Ecommerce and Retail industries via developing and sharing best practices on the implementation of Shopify Plus and Shopify POS systems Show less



Sortable

• Canada
• Technology, Information and Internet
• 1 - 100 Employee

• Manager, Success Operations

  • Mar 2020 - Sep 2020

  Kitchener, Ontario, Canada • Manager of Success Operations team comprised of Publisher and Demand Partner Operations Specialists. Driven to unify the Customer and Partner activities to improve operational efficiency and execution • Accountable for the operational effectiveness of the team by communicating goals, managing performance, assigning the necessary resources to accounts and projects, and also acting as the point of escalation for Customer concerns • Supporting internal stakeholders including Product… Show more • Manager of Success Operations team comprised of Publisher and Demand Partner Operations Specialists. Driven to unify the Customer and Partner activities to improve operational efficiency and execution • Accountable for the operational effectiveness of the team by communicating goals, managing performance, assigning the necessary resources to accounts and projects, and also acting as the point of escalation for Customer concerns • Supporting internal stakeholders including Product, Sales and Engineering teams to provide a consistently positive customer journey, allowing all teams to meet strategic goals of the customer and the company by increasing new feature adoption, ensuring customer retention and revenue recognition • Responsible for analysis of partner performance and health of entire customer journey. Ensuring proactive and reactive deep-dive analysis for improvements and resolution of issues

• Manager, Publisher Success

  • Jun 2018 - Mar 2020

  Kitchener, Canada Area • Manager of Publisher Success team comprised of Customer Success Managers, Technical Account Managers, and Publisher Operations Specialists. Driven to exceed customer expectations and inspiring a proactive customer focused approach • Supporting internal stakeholders including Technical Support Services, Product and Engineering teams to provide a consistently positive customer journey, allowing all teams to help the meet strategic goals of the customer and the company • Responsible for… Show more • Manager of Publisher Success team comprised of Customer Success Managers, Technical Account Managers, and Publisher Operations Specialists. Driven to exceed customer expectations and inspiring a proactive customer focused approach • Supporting internal stakeholders including Technical Support Services, Product and Engineering teams to provide a consistently positive customer journey, allowing all teams to help the meet strategic goals of the customer and the company • Responsible for analysis of partner performance and health of customer onboarding and account success. Ensuring proactive and reactive deep-dive analysis for improvements and resolution of account issues • Owner of the Customer Onboarding and Implementation program and responsible for defining, measuring and achieving the goals for the program. Encouraging success of the onboarding program by continuously improving processes, optimizing revenue recognition and decreasing time to first value



Kik Interactive, Inc.

• Canada
• Wireless Services
• 1 - 100 Employee

• Director, Operations

  • Oct 2017 - May 2018

  Waterloo, Ontario, Canada • Leader of Project Management, Release and QA teams for Product and Engineering • Manages relationships with tech partners and solution providers including submission of mobile app to Apple App Store and Google Play • Design and optimize processes for Product and Engineering teams including optimization of the software development cycle, escalation paths, delivery and success metrics • Design and implement prioritization process to enable employee empowerment, autonomy and alignment… Show more • Leader of Project Management, Release and QA teams for Product and Engineering • Manages relationships with tech partners and solution providers including submission of mobile app to Apple App Store and Google Play • Design and optimize processes for Product and Engineering teams including optimization of the software development cycle, escalation paths, delivery and success metrics • Design and implement prioritization process to enable employee empowerment, autonomy and alignment to the company's strategic goals • Directly update executive team on improvements in quality, efficiency and execution

• Manager, Project Management Team

  • Aug 2017 - Oct 2017

  Waterloo, ON • Leader of newly established team of technical project managers in agile engineering environment • Directly responsible for project management of Anti-Spam team using Scrum. This team functions across multiple time zones and executes a highly technical engineering roadmap • Balances features with competing priorities such as critical operational incidents by remaining calm and ensuring open and forthcoming communication • Lead project manager for execution of crypto currency initial… Show more • Leader of newly established team of technical project managers in agile engineering environment • Directly responsible for project management of Anti-Spam team using Scrum. This team functions across multiple time zones and executes a highly technical engineering roadmap • Balances features with competing priorities such as critical operational incidents by remaining calm and ensuring open and forthcoming communication • Lead project manager for execution of crypto currency initial product launch which was the singular strategic focus of the company

• Senior Program Manager

  • Jan 2016 - Aug 2017

  Waterloo, Ontario • Mentor team of Program Managers and Business Analysts supporting product and business operations • Manage launches of chat bots for leading brand partners targeting US teens and young adults by working directly with their social media and strategic development teams • Coordinate with internal teams such as legal, product and engineering to ensure a smooth and successful launch of the developer bot platform • Drove initiative for unified company wide strategy and planning process… Show more • Mentor team of Program Managers and Business Analysts supporting product and business operations • Manage launches of chat bots for leading brand partners targeting US teens and young adults by working directly with their social media and strategic development teams • Coordinate with internal teams such as legal, product and engineering to ensure a smooth and successful launch of the developer bot platform • Drove initiative for unified company wide strategy and planning process. Actively participated in strategy discussions with the executive • Develop partner programs to unify sales and product offerings including creating partner certification program for preferred partners, launch Salesforce integration, and designed and executed legal and finance processes for partners • Initiate process improvements in software development, design, QA, and release management

• Client Solutions Manager - Business Development Team

  • Jul 2014 - Jan 2016

  Waterloo, Ontario • Manage the on-boarding and integration of Client Partners to Kik’s platform and report on progress and success • Responsible for managing the whole project process; from creative collection and client approval to coordinating QA and internal approval, to inter-departmental and external communications • Support client partner campaigns and initiatives from end-to-end including providing customer insights and advocate on behalf of the partner to product teams • Manage inventory across… Show more • Manage the on-boarding and integration of Client Partners to Kik’s platform and report on progress and success • Responsible for managing the whole project process; from creative collection and client approval to coordinating QA and internal approval, to inter-departmental and external communications • Support client partner campaigns and initiatives from end-to-end including providing customer insights and advocate on behalf of the partner to product teams • Manage inventory across the company’s properties • Report project status to all levels of the organization and contributing to ongoing team discussions, as well as providing feedback to product and platform teams. • Support Kik Business Managers and Strategic Development in pre-sales and sales activity



BlackBerry

• Canada
• Software Development
• 700 & Above Employee

• Business Development Manager and Project Manager - Carrier Relations

  • Sep 2011 - Jan 2014

  Waterloo, Ontario • Launch new value added services, such as operator billing for BlackBerry World, with carrier partners in Asia Pacific • Negotiate agreements with carrier partners, including economics, support models, NDA, and terms of service, by providing feedback from legal teams and setting expectations with carrier partners • Liaise extensively with product management team for application store and app development by gathering requirements and facilitating feedback into the development of… Show more • Launch new value added services, such as operator billing for BlackBerry World, with carrier partners in Asia Pacific • Negotiate agreements with carrier partners, including economics, support models, NDA, and terms of service, by providing feedback from legal teams and setting expectations with carrier partners • Liaise extensively with product management team for application store and app development by gathering requirements and facilitating feedback into the development of products • Plan, implement and track commercialization of multiple services simultaneously. This includes relationship management, new product development, beta programs, carrier launch and marketing plans, chairing meetings, with regular accountability to senior management, while constantly looking for process improvement and scalability

• Business Project Manager - Carrier Relations

  • Aug 2010 - Sep 2011

  Waterloo, Ontario • Project manager supporting in business development team in defining new programs and launching new value added services with carrier partners in Latin America, Asia Pacific and North America • Responsible for creating, implementing, and improving processes for commercialization of new value added services • Conducted market research on possible new services, business models, licensing opportunities, and new product generation. Presented findings with recommendations to senior executives

• Carrier Liaison Manager - BlackBerry Licensing Team

  • Jan 2008 - Aug 2010

  Waterloo, Ontario • Primary liaison with Legal department, global carriers, and other partners on the execution of contracts and launching licensing products • Managed resources for implementation of BlackBerry Connect maintenance activities and worked directly with development organization on program requirements and execution • Represented BlackBerry at various customer-facing events including presenting at multiple technical seminars such as “Connect with the Experts” and Gartner events

• Technical Marketing Specialist - BlackBerry Licensing Team

  • Sep 2006 - Dec 2007

  Waterloo, Ontario • Researched product improvements and conducted competitive intelligence in telecommunications • Subject matter expert on technical and business aspects of the commercialization of licensing products • Created technical marketing materials for internal and external audiences • Responsible for ensuring BlackBerry enabled devices were configured correctly on infrastructure

• Business Analyst - BlackBerry Licensing Team

  • May 2005 - Sep 2006

  Waterloo, Ontario • Responsible for forecasting, analyzing, and trending subscriber data including reporting to executives



BlackBerry

• Canada
• Software Development
• 700 & Above Employee

• Web Services Specialist - Partner Zone, Co-op

  • Jan 2004 - Sep 2004

  Waterloo, Ontario • First line, customer-facing support for Partner Relationship Management system (BlackBerry Partner Zone). Tasks included troubleshooting application issues, providing training, documentation, content management, and project management tasks for the system • Multi-tasked often by completing other projects for Marketing and Web Services including providing content for external and internal web sites, writing newsletters for international customers, and conducted audits of processes and… Show more • First line, customer-facing support for Partner Relationship Management system (BlackBerry Partner Zone). Tasks included troubleshooting application issues, providing training, documentation, content management, and project management tasks for the system • Multi-tasked often by completing other projects for Marketing and Web Services including providing content for external and internal web sites, writing newsletters for international customers, and conducted audits of processes and documents Show less



LANXESS

• Germany
• Chemical Manufacturing
• 700 & Above Employee

• Registration Assistant - Crop Protection Registration, Co-op

  • Apr 2003 - Aug 2003

  Langley, United Kingdom • Worked independently reviewing and summarizing scientific reports for European Union pesticide registration and approvals. Became familiar with European Union structure and requirements for applications to regulatory approval on new products



Chemtura

• Lab Technician, Co-op

  • Sep 2002 - Dec 2002

  Guelph, ON Co-op student working in corporate chemical lab, executing experiments for new compounds for research and study of efficacy



Environment and Climate Change Canada

• Government Administration
• 700 & Above Employee

• Contaminants Assistant, Co-op

  • Jan 2002 - Apr 2002

  Toronto, Canada Area • Responsible for administrative tasks, logistics and research of various environmental initiatives, including execution of “Mercury Fever Thermometer Take-Back Program” • Earned an “Outstanding” evaluation



University of Waterloo

• Canada
• Higher Education
• 700 & Above Employee

• Chemistry Research Student

  • 2001 - 2002

  Waterloo, Ontario • Worked in an inorganic chemistry lab supporting post graduate students



IBM

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Web Content Administrator - e-Business Marketing, Co-op

  • Jan 2000 - Apr 2000

  Markham, Ontario • Maintained the primary Canadian web site for IBM products on-line by creating graphics and designing daily changes to the site (including maintaining the associated Lotus Notes databases) • Responsible for interpreting and reporting sales data from e-Business sites, reported to several levels of management including executive and CEO • Earned an “Outstanding” evaluation