-Prioritize, translate, and execute roadmap initiatives into the product delivery lifecycle ensuring the execution meets the product requirements and company standards on quality, workflow, and performance.-Facilitate cross functional stakeholder communication and provides clear statuses and blockers that risk delivery.-Proactively triage level 3 support submissions on issues and enhancements.-Gather current client feedback and effectively communicate timeframes and adoption.-Other duties as assigned.

-Lead the successful delivery of the product roadmaps for multiple teams and/or areas within the Wholesale marketplace-Partner with Product, Technology and Executive Leadership to shape the strategy and roadmap for products directly managed-Manage the product roadmap and backlog for one or more product lines-Prioritize and sequence the backlog by business value or ROI-Lead the quarterly planning efforts for the assigned areas-Work within their Application(s) teams to decompose epics, themes and features into system level stories and/or designs-Accurately report on current project status on a weekly basis to Product and Technology leadership-Convey the vision and goals at the beginning of every initiative, iteration and throughout the product life cycle-Identify, understand and communicate the customer needs to application development teams in order to shape successful implementation of new products and features-Develop and maintain subject matter expertise in application features, behavior and high-level architecture-Develop and maintain solid understanding of the competitive landscape in the automotive software space including competitive products-Foster a collaborative team environment within and across teams at Cox Automotive

-Develop requirements and implement solutions for cutting edge products in the automotive/lending industry. -Recommends the nature and scope of present and future product lines by reviewing product specifications and requirements; appraising new product ideas and strategic direction-Grew Accelerated Title revenue over sixty-fold revenue between 2015 and 2019 with greater than 100% increases year over year.-Expanded Accelerated Title into additional markets, paving way for an additional 400-600% in revenue increases through partnerships with market leaders in their space-Followed agile/scrum methodologies for product development including creation of backlogs, epics and user stories using customer need analysis, interviews and team collaboration-Continuous involvement in Product Lifecycle Management, sprint planning, user story writing and refining-Mentored other analysts and product owners in adoption of Agile methodologies by holding "brown bag" presentations and acting as a leader in the process

-Develop requirements and implement solutions for cutting edge products in the automotive/lending industry. -Followed agile/scrum methodologies for product development including creation of backlogs, epics and user stories using customer need analysis, interviews and team collaboration.-Mentored other analysts and product owners in adoption of Agile methodologies by holding "brown bag" presentations and acting as a leader in the process

-Developed requirements and implemented solutions for cutting edge products in the automotive/lending industry. -Followed agile/scrum methodologies for product development including creation of backlogs, epics and user stories using customer need analysis, interviews and team collaboration.-Launched first to market Accelerated Title product. Integrating multiple internal and external systems and allowing dealers to get title in as little as 4 days. An improvement from the 15-30 days seen without the product.-Mentored other analysts and product owners in adoption of Agile methodologies by holding "brown bag" presentations and acting as a leader in the process-Certified as CSPO

- Successfully implemented quarterly launches of the Success Factors Mobile offering, incorporating modules of the HRIS solution into an exciting mobile application.- Responsible for extension of SaaS based SuccessFactors products onto the mobile platform- Managing product development utilizing Agile practices to ensure functional end products- Identify current processes, gather detailed user stories, and plan iterated implementations using social collaboration tools (SAP Jam, Sharepoint), mind mapping (Mind Meister), and process flows (Visio).- Delivery of product requirement documents to engineering for execution- Launched mobile first innovations on the mobile device including Touchbase and Absence Management which helped to increase adoption of the mobile platform for users of SuccessFactors modules.- Overall responsibility for converting companies into active mobile users, including strategy, project idea generation, and project prioritization.

-Working with IT and Business teams, developed reporting and analytics to answer efficiency, productivity and customer use questions. Developed strategy for incorporating analytic tools to obtain results more quickly and more automated.-Assist Mobile and Social team with project management and product management goals.

- Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.- Elicit requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process modeling, use cases, scenarios, business analysis, tasks and, workflow analysis.- Proactively communicate and collaborate with Supportability Analysis Engineering (SAE) community to analyze information needs and functional requirements to quantify and communicate impact of supportability on improving product quality, supportability, online/customer experience, and Technical Support Engineer (TSE) productivity

- Engaged in multiple simultaneous business initiatives, specializing in support and enhancement of Customer Support Tools and Processes and effects of projects on the global company processes.- Responsible for creation of assessment specifications and product requirement documents based on enterprise wide business needs via use cases, workflows and business process analysis. This includes projects for Customer Support, IT, Marketing, Finance, Executive Teams and Sales Operations- Communication liaison between business and information technology to ensure successful execution of projects that meet business requirements and minimize IT workload- Consistently received high marks in reviews for communication style and in reconciling conflicts among opposing opinions in project meetings- Maintained organized notes, meeting minutes and other documentation via the TiVo customized Intranet. Proactively communicated this information to involved parties via meetings and email. Also provided Gate Reviews to Executive Teams to keep them informed and get "buy in" for outstanding projects.- Worked with marketing to develop a customer "score card" to establish a value model for our customer base

- Consult with customers to scope potential work and gather business requirements for project creation- Provide project management guidance during customer implementation. This requires an ability for anticipation of problems (particularly in cross business projects), and the ability to recognize key players and obstacles to success.- Create contingency/backup plans during critical upgrades or product changes to account for unforeseeable issues - Working with customers in a variety of verticals, including banking, electronics, software, clothing retail, nutrition, federal government, and education, gives me a broad spectrum of variations in business tactics and how they can work together- Be a liaison for professional services when interacting with sales and/or development- Conduct training courses (typically more advanced courses) both online and on customer sites. Specializing in analytics and process flow- Ensure the client takes advantage of RightNow best practices and are satisfied with RightNow products and services- Identify opportunities to position other service offerings- Strong analytical skills, creating custom reports and dashboards for customers as needed

- Administrator of Salesforce.com- Spearheaded drive for in-house training manual on use and best practices as well as conducted all Training- Worked with Sales, Support and Development to establish an effective system of contact management and knowledge distribution that helped to minimize redundancy and maximize usability for all departments- Project Manager for web portal implementation and portal updates as well as design and implementation of outsource vendor custom CRM- Manage relationship with outsource vendor- Design reports, analytics and dashboards to assist executives in QBR discussions- Manage FAQ's, converting them to HTML to enable a more professional customer facing knowledge base

- Project Manager for implementation of RightNow Technologies- Administrator and Trainer for Egain and RightNow- Designed reports to track support volume, costs, issues and satisfaction surveys often using ad hoc reporting via Microsoft SQL/Excel/Access to obtain desired metrics- Created call, email and chat forecasting models for staffing - Assisted in selection of support vendors by detailing matrix of pros and cons as well as cost analysis at varying price points - Responsible for auditing of invoices and reporting of all support vendors identified billing errors resulting in credit of $60k to the company - Improved content of FAQ's such that first contact resolution rate increased by 30% - Created customer satisfaction survey and built reports detailing scores by team and department- Created relevant reporting by integrating data from CRM system and survey system using Excel and ODBC connections

- Project manager for move of customer correspondence system from Outlook to Kana- Worked with product development to quickly learn a complex software/internet application and provided all levels of technical support, often walking novice customers through complicated driver/operating system tests and upgrades- Worked with marketing to determine feature enhancements requested by customers- Worked with QA to test new versions of products and determine technical issues and possible resolutions- Created and maintained Customer Support intranet - Performed data analysis and forecasting and tracked operational metrics - Developed weekly reports detailing customer issues and support volume, used by the executive team and departments for QBR's, board discussion and departmental statistics- Quickly trained on and used RoboHelp Office to design, populate and maintain UBUBU's exclusive help system - Assisted IT Manager with office helpdesk responsibilities including program functionality, peripheral troubleshooting and login maintenance

- Supervised 3 direct reports and oversaw two departments with a staff of 25 people - Tracked, evaluated and reported on overall employee performance. - Responsible for the processing and delivering of approximately 600 production units per day. - Determined metrics for establishing baseline productivity standards for staff - Handled escalated employee and customer concerns and ensured project deadline were met - Supported clients in high pressure litigation support company

- Responsible for handling questions and needs of property owners and tenants - Created website and increased visibility of sale and rental properties including advertising channels - increased business revenue by10% - Improved efficiencies by transitioning from hard document to electronic format and reduced transaction time for rental contracts by 50%