Experience

Boulevard

• United States
• Software Development
• 100 - 200 Employee

• Senior Product Operations Manager

  • Jan 2022 - Present

  Remote



Slalom

• Business Consulting and Services
• 700 & Above Employee

• Senior Consultant, Delivery Leadership

  • May 2021 - Jan 2022

  Phoenix, Arizona, United States



Grand Canyon Education, Inc.

• United States
• Education Administration Programs
• 700 & Above Employee

• Manager, Product Management

  • May 2017 - May 2021

  Phoenix, Arizona Led a team of Product Managers and Business Analysts across five (5) product teams. Provided strategic leadership for product line of three (3) cloud-native web applications in Amazon Web Services (AWS) that delivered innovative customer experiences to students, faculty, and staff of GCE’s largest partner, Grand Canyon University. Successfully launched GCE’s first custom digital learning platform (Halo Learn). Managed concept to launch of a new web-based writing tool… Show more Led a team of Product Managers and Business Analysts across five (5) product teams. Provided strategic leadership for product line of three (3) cloud-native web applications in Amazon Web Services (AWS) that delivered innovative customer experiences to students, faculty, and staff of GCE’s largest partner, Grand Canyon University. Successfully launched GCE’s first custom digital learning platform (Halo Learn). Managed concept to launch of a new web-based writing tool (LopesWrite) to help students create high quality, authentic work while simplifying assessment grading for instructors. Launched an internal design system aimed at improving the customer experience by standardizing the look & feel of GCE’s products and reduce time to market for new products.

• Product Manager, Learning Management Systems

  • Sep 2015 - Apr 2017

  Phoenix, Arizona Area Launched new web-based cloud orchestration product (LopesCloud) aimed at improving IT student outcomes by removing hardware requirements & reduce instruction time spent troubleshooting local issues. Reduced costs of LopesCloud by 38% through optimizing instance reuse, adjusting build and archive rules, bringing the product into a profitable state. Delivered a new integration between the learning management system (LMS) and student information system (SIS) to allow instructors to… Show more Launched new web-based cloud orchestration product (LopesCloud) aimed at improving IT student outcomes by removing hardware requirements & reduce instruction time spent troubleshooting local issues. Reduced costs of LopesCloud by 38% through optimizing instance reuse, adjusting build and archive rules, bringing the product into a profitable state. Delivered a new integration between the learning management system (LMS) and student information system (SIS) to allow instructors to send final grades directly to the SIS. This integration resulted in thousands of hours saved, improved grade accuracy, and high user satisfaction. Accelerated customer feedback through the launch of GCE’s first customer research program, facilitating nearly 100 customer empathy sessions in the first year.

• Product Owner, Technical Support

  • Aug 2012 - Sep 2015

  Phoenix, Arizona, United States Led a team of software developers & designers tasked with building custom applications and integrations for GCU’s Technical Support department. Developed an employee scheduling web-based application, containing thousands of unique schedules across eight (8) annual scheduling periods. Launched an outage notification app for the Technical Support Help Center, allowing customers to quickly sign up for updates. 70% of all interactions during an outage are generated using this… Show more Led a team of software developers & designers tasked with building custom applications and integrations for GCU’s Technical Support department. Developed an employee scheduling web-based application, containing thousands of unique schedules across eight (8) annual scheduling periods. Launched an outage notification app for the Technical Support Help Center, allowing customers to quickly sign up for updates. 70% of all interactions during an outage are generated using this system. Designed recruiting workflow in Zendesk to manage the recruiting, hiring, and onboarding for all Technical Support employees. Oversaw the implementation and ongoing development of a new ticketing system (Zendesk), as well as the Technical Support Help Center (support.gcu.edu). Saved department over $270,000 annually through strategic implementation of core features. Launched custom Technical Support ERP to house all departmental metrics and performance data.