As a member of Ada's Customer Advisory Board (CAB), I am connected to a network of thought leaders in automation where we share our experiences with best-in-class brand interactions and how our organizations are using Ada to achieve our business goals.

CIO Scope. Leading a highly capable and talented Business Technology organization of 25+ individuals. Providing strategic vision, direction, and accountability for all of Tango Card's Business Systems & Technology, BT Technical Program Management, Enterprise Data Architecture & Operations, Business Intelligence & Analytics, and IT Infrastructure & Operations. Reporting to President.We:• Constituted and launched unified Business Technology department with an integrated vision and mission• Achieved ISO 27001 Certification• Re-envisioned and rebuilt a lean BI & Analytics team, while scaling an Enterprise Data Architecture & Operations function as a shared service, to deliver reporting and insights on company KPIs & metrics — from less than 1/3 of users signing into Tableau to more than 50%+ of the company as active dashboard users within one quarter• Launched Enterprise Data Hub & Store on Snowflake as part of new Enterprise Data & Analytics Strategy for single source of truth for key business objects and information• Scaled Technical Program Management (TPM) function to support all Business Technology teams and projects• Delivered transactional data transformation, classification, and processing into ERP with reporting for money transmitter license compliance of regulated payments products• Supported company rebrand, including transition and integrations for corporate website (WordPress to Webflow), chatbot, and Help Centers• Transitioned phone support to modern Contact Center Platform, integrated with Salesforce Service Cloud, Omni-Channel, and real-time reporting• Launched Generative AI for advanced Self-Service Support• Led Tango Card to largest acquisition in the space by Blackhawk Network (BHN)

Partnering with stakeholders, vendors, and teams across Tango Card to provide strategic leadership, vision, direction, and accountability around Tango Card’s business processes and systems. Leading an all-star team of 9 highly capable individuals to deliver business analysis, process improvement, enterprise data architecture, program management, systems administration, automation, and integration. Reporting to the COO.We:• Crafted and proposed vision for modular company-wide data management approach in partnership with Product & Engineering and achieved buy-in, leading to creation of new functions across Engineering and Business Systems• Created Enterprise Data Architecture & Operations as a shared service to scale and serve cross-functionally, hiring and onboarding company’s first Enterprise Data Architect• Drafted inaugural forward-looking Enterprise Data Architecture design• Rolled out major refresh of Recipient Help Center for high volume support persona (Salesforce Exp. Cloud)• Migrated and upgraded B2B Customer Help Center onto unified platform (Intercom to Salesforce Exp. Cloud)• Launched integrated & dynamic chatbot for B2B customer persona (Ada, Workato, Salesforce Service Cloud, Proprietary Platform)

Partnered with stakeholders and vendors to provide strategic leadership, vision, direction, and accountability for Tango Card’s Business Systems. Led all-star team of 8 highly capable individuals to deliver business analysis, process improvement, enterprise architecture, program management, systems administration, automation, and integration. Reporting to the COO.We:• Launched Warehouse Management System (WMS) on ERP (NetSuite, RF-SMART) with proprietary platform integration for physical fulfillment to replace legacy custom system (20+ years old) post-acquisition• Integrated HRIS (Namely) & Slack (Workbot) with Tango's REST API for employee service anniversaries and peer rewards• Re-architected and automated B2B Customer Signup for initial decision within SLA in alignment with Marketing, Sales, Product, Legal, Compliance requirements (WordPress, HubSpot, Salesforce, KYB)• Integrated proprietary platform with new support system (Salesforce Service Cloud) via API for improved agent experience, reporting, and analytics while reducing manual effort (collaboration w/ Product & Engineering)• Spearheaded creation of Help Center for support, building extensive self-service Knowledge Base for multiple customer personas• Launched integrated + interactive NLP/ML chatbot for high volume recipient (B2C-like) persona, achieving high containment & CSAT (Ada, Workato, Salesforce Service Cloud, Proprietary Platform), achieving 70%+ containment in first quarter• Introduced approach to internal business systems abstraction via low-code/no-code API development (Workato API Platform) in cooperation with Engineering• Partnered with Product, Engineering, Marketing, and Sales to launch new customer systems integration strategy and embedded platform concept with our proprietary rewards platform and API• Teamed with HR to migrate, launch, and scale Applicant Tracking System (ATS) Lever to Greenhouse + Namely• Introduced org-wide project and work management platform (Monday)

Easy to send and awesome to receive! Providing leadership, vision, and governance for Tango Card's crucial enterprise applications. Scaling the Business Systems team! Managing a team of three highly capable contributors. Reporting to the CFO/COO and then new COO.We:• Built team to deliver consistently by hiring and training top notch BSA talent, also introducing an internship program• Redesigned and relaunched CRM with Salesforce Org Migration and data model for integration to achieve 100% user adoption• Designed and led integration of Salesforce with NetSuite and proprietary platform via iPaaS (Workato)• Spearheaded integration and automation of content storage and collaboration platform (Box) for customer related data with CRM & ERP and key Lead-to-Customer events• Led redesign, integration, and automation initiative to meet new Legal & Compliance requirements for Contract Management (DocuSign, Salesforce)• Managed system migration and integration for high volume support team (Zendesk, Salesforce Service Cloud) to improve customer experience and internal efficiency• Coordinated internal and vendor collaboration to deprecate legacy on-prem ERP system (Microsoft Dynamics GP) post-acquisition and unify via data migration to successor ERP (NetSuite), while avoiding disruption to day-to-day accounting procedures• Introduced accelerated automation approach leveraging extensive raw and transformed proprietary data across multiple databases and data warehouses (PostgreSQL, Snowflake, Workato)

Easy to send and awesome to receive! Providing leadership, vision, and governance for Tango Card's crucial enterprise applications. Reporting to the CFO/COO.We:• Launched Business Systems team with first full-time IC BSA hire• Transformed business systems approach with best-of-breed strategy• Designed and implemented project and task management approach for Business Systems utilizing Jira Cloud (Atlassian) based on best practice agile methodologies• Introduced automation and integration strategy with launch of first iPaaS (Workato)• Engaged stakeholders across organization for Lead-to-Customer process refresh and Salesforce re-launch• Led roll out of content collaboration platform (Box) for future integration and automation

Engaging stakeholders across the organization, manage and scale business systems & vendor relationships, participate in Agile SDLC, and prioritize work streams to drive efficiency. Reporting to the CFO/COO.• Launched NetSuite OneWorld to support international expansion, multi-subsidiary• Led design, implementation, and roll out of Order-to-Cash and Procure-to-Pay automation (NetSuite) leveraging multithreaded batch processing (MapReduce) and API development to scale• Redesigned SLA tracking with CRM integration for Support Case management• Product Owner for Tango Card's legacy platform through retirement• Collaborated with stakeholders, TPM, and UX to re-launch key internal tools on new platform

Growing, growing... still focused on making rewards easy to send and awesome to receive. Primary NetSuite Administrator (CRM, ERP, Support). Reporting to the CFO/COO.• Designed and led payment processor platform integration (CyberSource)• Launched transaction risk analysis function and payment fraud strategy• Managed migration to new phone system with IVR, queuing, and telephony integration (RingCentral, Zendesk)• Relaunched and automated client file collaboration platform for order processing (Citrix ShareFile, NetSuite)• Hired and trained IT Administrator for dedicated full-time role

First leg of my journey with an exciting and ambitious startup in the incentives space. Reporting to CFO/COO with dotted lines to CTO.• Launched unified Case Management system for Support and Finance• Started formal Information Technology (IT) function at Tango Card, building Helpdesk with 1 Business Day First Response SLA accountability• Introduced IT policies, including equipment standardization, purchasing, security, and mobility• Responsible for NetSuite ERP & CRM Administration• Coordinated with front & back office teams and Product to streamline customer order processing, launching new suite of internal tools