- Oversee company operations, ensuring business outcomes are met and processes continually improved- Make operational framework improvements (e.g., project delivery, AP/AR, HR) to enable scalable and cost-effective growth- Coordinate with leadership to set operational goals from company vision & strategy, measure progress to towards them, and implement necessary changes to achieve- Collaborate with leadership on budgeting and forecasting activities - Improve and develop operational reports to provide actionable operational insights- Foster development of delivery team members, with a focus on efficient, effective, and professional delivery aligned with company goals - Work to maximize resource utilization, with a focus on billable and key non-billable activities- Manage key HR activities such as employee onboarding, changes to employee benefits program, and development of cross company personnel career paths programs

- Served as a liaison between manager, director, and VP-level business stakeholders and the IT team in order to assess business needs and provide proactive, strategic IT consultation- Responsible for the development and maintenance of technology roadmaps for multiple departments (Accounting, Finance, Ticketing, Marketing, HR)- Coordinated with business analysts and development resources in order turn business requests into defined, sized, aligned and prioritized technology initiatives- Managed the end-to-end process from initial request, through to delivery and post-implementation in order to ensure business adoption and value realization- Responsible for ensuring technology initiatives and multi-year technology roadmaps were aligned with corporate strategy, departmental objectives, IT platform goals, and financial constraints- Routinely reported IT roadmap updates to executive and senior leadership- Helped to facilitate rapid shift from traditional office-based work model to work from home model in response to the initial COVID-19 outbreak- Co-managed the RFP, vendor assessment, selection, and implementation of an event ticketing system implementation across two nationally known venues- Mentored junior business analyst associates

- Responsible for eliciting, documenting, refining, and prioritizing complex business requirements for a highly customized Salesforce Sales Cloud implementation used by >400 associates to drive >$1.6B in annual revenue- Documented requirements in multiple formats in order fulfill business needs including traditional business requirements documents, user stories, features, and epics- Created process flow diagrams to document complex, multi-department as-is and to-be business processes- Created UI mock ups and built proof of concept features within a sandbox environment to aid in requirements validation- Worked directly with business stakeholders across a range of disciplines (Sales, Sales Ops, Finance, Supply Chain, IT, Production, etc.) and job levels (from entry to VP level) to synthesize cohesive and balanced requirements- Worked directly with IT team to refine, estimate, and sequence development in line with business priorities and within a Scrum SDLC- Coordinated with VP business stakeholder on requirements prioritization and served as proxy product owner with the development team- Provided process guidance to internal technical and business teams to facilitate a transition from a large scale vendor-led initial implementation to an internally supported go-forward development and support model

- Full responsibility for the management and execution of the Order to Cash roadmap, comprised primarily of the Microsoft Dynamics 365 Platform for Sales and Field Service- Primary IT liaison with VP and Director level stakeholders, ensuring proper alignment between business needs and IT service - Full product ownership (vision, backlog, release management, user training & rollout) for the development of a heavily customized CRM platform which is the backbone of the company’s field operations and used by over 30 business units and 300+ associates- Synthesized concrete product requirements from complex, cross-functional business processes, and implemented solutions which streamlined organizational operations and drove efficiencies and accountability - Product evangelist and adoption specialist – directly responsible for coordinating and leading successful product launches and ensuring that new functionality was properly utilized by the business

- Direct P&L responsibility for all US business operations - Product/service delivery - Revenue forecasting & recognition- Oversight of entire US development and delivery portfolio (custom dev, PPM implementations, support & organizational adoption) - Instrumental in internal PPM process maturation and efficiency improvements - Implemented resource utilization metrics to support staffing and resource allocation decisions - Optimized delivery process for greater standardization, repeatability, and efficiency

- Proactively delivered both product and service delivery across a broad range of industries (small/med business, manufacturing, healthcare, state/local/US govt, etc.)- Responsible for actively managing upwards of half a dozen simultaneous engagements from pre-sales through post-implementation support- Direct invoice oversight of all US contracts- Harmonized customer delivery requirements with internal delivery methodology- Actively managed US and offshore teams in order to maximize development throughput and resource utilization

- Served as a Scaled Agile Framework (SAFe) ‘Business Owner’, defining, validating, and prioritizing product release trains in line with long term product vision and business priorities.- Worked with cross-departmental stakeholders to author and validate high-level product features in line with product roadmap.- Worked with Product Owners and Program Managers to ensure that products were built according to vision and within target timeframes.- Actively contributed to the advancement of product development processes in conjunction with other members of the senior product team, software engineering, and game design.- Coordinated with stakeholder groups across the organization to develop and execute a go-to-market strategy for a new product line in an emerging and unfamiliar market.- Working with other senior team leadership, helped to build and develop an Agile product management team from the remnants of a traditional, waterfall project management operation.

- Managed external lab testing program of internally developed products. - Reengineered existing testing coordination processes to increase both cost and time efficiencies, resulting in estimated annual savings of $250,000. - Refined product submission tracking system to allow for the generation of testing duration and cost metrics. - Managed multiple concurrent in-house IT projects, including enterprise-wide efforts for content management and project management.- Participated in process reengineering efforts to streamline the product deployment process and decrease time to market. - Promoted from Assistant Project Manager to Project Manager within a year, thereby assuming responsibility of larger scope projects.

- Became subject matter expert in Class II gaming regulations during their development by the NIGC and helped to design and implement a regulations/compliance issue-tracking database with accompanying workflow. - Served as acting shift lead during absence of formal shift management, delegating work assignments and overseeing shift operations.- Designed, maintained, and executed manual test plans. - Drafted technical product documentation for several in-house software tools.