Leader of new product management unit established to create a strategic vision and build savings, investing, and brokerage experiences for our 8M individual investors and $2T assets. Using agile product management discipline to lead the digital and product client experience operations. Sponsored new Employee Interest Group to champion the inclusion of persons with disabilities, their caregivers, and allies.

Led a client services and operations contact center during the challenges of the great resignation and a global pandemic, achieving success by embracing Lean Operations Management to deliver strong client satisfaction, first contact resolution, and a 20% improvement on the McKinsey Lean Operational Excellence Index.

Promoted to Corporate Officer to lead middle and back-office brokerage operations and strategy, supervising 51 Written Supervisory Procedures with full P&L accountability. Directed business strategy and budget while laying the groundwork for launching a new service and revenue stream. Sponsored talent oversight program to identify high potential leaders, connect them to appropriate development, and align them to strong job assignments.

Promoted to Department Head responsible for client error recovery and complaint handling operations and customer service for the retail broker-dealer division. Built and deployed people strategy to increase employee engagement and acted as adjunct faculty for various internal development courses.

Joined Vanguard directly from a management consultant role and was promoted to a series of progressive positions achieving top decile engagement as a people leader for 5 of 6 years as measured by Gallup survey and rotated through experiences including leading the northeast region responsible for providing high net worth customer service, quality audit, resource planning and workforce utilization, and brokerage strategy.

Responsible for various client opportunities, project phases, and client relationships working with clients including American Express, The Vanguard Group, and Consors (Nürnburg, Germany)