Senior Management Consultant

• Feb 2023 - Present

Senior Director, Implementation Operations

• Feb 2022 - Feb 2023

- Built the Implementation Operations team from the ground up to drive speed, efficiency and quality in implementation delivery, including designing organizational structure, defining scope, and setting strategic objectives and priorities - Developed a scorecard to assess and track partner implementation success in the areas of speed, efficiency, internal and external satisfaction, quality and business impact, with 53 data points collected for each implementation resulting in a data-driven strategic shift in focus from speed to quality - Developed an intake process to evaluate operational improvement initiatives and systems requests and prioritize work based on effort, impact and alignment to strategic goals - Uncovered inefficiencies in existing cross-functional processes and introduced scalable solutions for Implementation Delivery teams which drove results like a 50% time reduction for one time-consuming, heavily cross-functional, manual process - Oversaw staffing and capacity planning for a 40-person implementation delivery team, including the development of optimized staffing models by implementation tier Show less

Program Director - Global Office of Strategic Initiatives

• May 2021 - Feb 2022

Customer Journey Program Director

• Apr 2019 - May 2021

• Drive program and project management for the Customer Journey Solutions team, responsible for creating an orchestrated customer journey, developing a customer health model, and scaling tech touch customer success• Developed program operating model including project overviews, project plans, status reporting, change management framework, and agile delivery • Created intake process to evaluate process improvement requests and prioritize work based on effort, impact and alignment with strategic goals • Managed consultants for several projects including development of statements of work, budget management, and performance reviews• Led Gainsight (Customer Success System) implementation and enablement for over 100 users Show less

Product Director - Enterprise Data & Analytics

• Jan 2019 - Apr 2019

• Product Owner for Nike’s Product Data within the Nike Technology organization• Defined the product vision based on customer needs and developed the product roadmap• Managed technical delivery teams through development of product features

Strategy and Capabilities Director

• Sep 2017 - Jan 2019

• Led a team of 13 Project and Product Development Managers who consulted with Sales, Supply Chain and Retail customers to develop technical capabilities and drive process and system improvements within the North America Sales and Supply Chain organizations • Drove large-scale automation projects in Nike’s order management ERP system to reduce friction and eliminate manual work• Developed services and product roadmaps including assessments, value drops and implementations • Drove creation of business cases, requirements gathering, training development and transition/change management plans• Ensured development teams practiced Agile principles and assisted Product Owners with backlog maintenance Show less

Senior Manager, Strategic Planning and Portfolio Management

• Mar 2016 - Aug 2017

• Led and consulted on strategic projects for Nike’s North America Direct to Consumer (Retail) Supply Chain division, working collaboratively and cross-functionally to achieve project milestones and deliver business impact for internal Accounts - Nike Stores, Nike Factory Stores and Nike Digital• Defined and Implemented project, team and analytics operating models to provide role and responsibility clarity, drive accountability and measure progress against retail business objectives• Accountable for project plans, success indicators, and risk management Show less

Customer Operations Manager

• Nov 2013 - Mar 2016

• Customer Service Account Manager for Footlocker, Inc., JC Penney and Kohl's accounts• Managed teams focused on order management operations for key accounts, ensuring orders, shipments, tracking and reporting were delivered in a timely and accurate manner meeting vendor compliance guidelines established by the account• Identified customer pain points and service opportunities through regular meetings and developed action plans to resolve issues• Winner of the “Team of the Year Award” for transforming a team of 11 into a high-performing unit in 18 months by defining roles and responsibilities, refining Standard Operating Procedures, setting goals with team input, and reducing manual process errors• Implemented a time-saving process improvement, leveraging Agile/Lean methodologies, for an annual savings of over 400 labor hours per year• Standardized scorecard format for reporting Order Management Metrics including Deadline Adherence, Aged Order Clean Up, DC delivery prioritization, and Project Tracking Show less

Project & Transition Manager

• May 2012 - Nov 2013

Change/Transition Management Certified in ProSci MethodsCertified Agile Scrum Product Owner• Drove strategic projects and organizational transition for Nike’s North America Customer Service division, leveraging strong leadership skills to direct and motivate project teams while working collaboratively and cross-functionally to achieve project goals • Facilitated 3-year roadmap, strategic planning and annual budgeting processes in addition to standardizing project and transition management methodologies and tools across a 200-person, multi-site organization.• Additional responsibilities included quarterly resource planning and analysis, providing training and development for employees across multiple levels, and supporting strategic planning and leadership team building activities Show less

Sr. Business Operations Analyst

• Mar 2010 - May 2012

Headed project and cost center financial operations for the Retail IT Merchandising and Business Intelligence teams, including a multi-million dollar program portfolioDeveloped a performance analysis tool to drive forecasting accountability within management team. Improved forecasting accuracy by 5% within four monthsResponsibilities included monthly analysis of forecast and actuals cost data, presenting financial roll-ups to management and leadership teams, and monitoring financial results against strategic plan and budget targets Show less

Project Manager

• May 2009 - Feb 2010

• Developed and launched global websites in 193 countries and over 20 languages, requiring precisely coordinated go-live actions across multiple teams and geographies • Used business process expertise and creative thinking skills to consult with Xerox senior marketing teams and set strategic goals and objectives for websites and online marketing campaigns • Designed and implemented a process to manage outsourced projects that increased the productivity within the Xerox Interactive department by 20% within 3 months • Worked with technical and business stakeholders to define project scope and document functional and technical requirements including user experience • Sourced and supervised external agencies and off-shore 3rd party developers involved in digital asset and website creation Show less

Director of Operations

• Dec 1998 - Jan 2009

• Directly supervised project management, IT and fulfillment teams executing package-based and online games and sweepstakes projects, 2 to 18 months in length, for Fortune 500 companies including McDonald’s, Kraft, and PepsiCo • Established an internal process to centralize current and future project billing that resulted in capturing capturing $100,000 of unbilled revenue • Consistent delivery of projects on time and within budget led to a highly-satisfied client and a two-year renewable retainer contract with PepsiCo Show less