- Single-threaded leader responsible for Software Development Managers, Software Engineers, Product Management, and Program Management building tools used by third-party Sellers in Amazon stores worldwide to provide customer service to Buyers on 121MM inquiries (YE23).- Products include a chatbot leveraging Generative AI, Natural Language Understanding (NLU) and Machine Learning (ML) to understand and automate resolution to 38% of Buyer contacts, and a case management system with Buyer and Seller web and mobile interfaces running on AWS tech (EC2, S3, DynamoDB, RDS, Lambda, etc.) to connect Buyers and third parties (primarily Sellers) on pre and post-order contacts.- Led improvements to Seller Customer Service tooling that increased automation by 20% and improved overall Buyer resolution across the tool suite by 10% resulting in a business impact of over $500MM in operating cost.- Developed a 3-year strategic vision for the Seller Customer Service suite of tools across two VP organizations including the use of Generative AI (LLMs) for contact categorization, root cause elimination, and pre-written customer service message replies. Based on that vision MVP launch of contact categorization using GenAI resulted in a 30% improvement in accuracy, and an experiment in GenAI pre-written messages showed 150% increase in adoption over static message reply templates.

- Led a team responsible for Consumer Shop/Buy software products- Increased completion rate of Credit Application by 5% in first 6 months and established a new method for customer pre-approval leading to improved NPS.- Established OKRs for all consumer Shop/Buy products.- Created a new hiring process for all Product Owner/Manager hires.

- Led market research and owned business strategy development on new software and services business ventures.- Ventures included businesses in the ride-hail and moving people domain with both driven and autonomous vehicles.- Obtained organizational support for ventures internally through roadshows and funding proposals across all departments through all levels of management up to the CEO.- Navigated venture development through build, measure, learn; validated ideas through customer interviews, prototypes, and minimum viable products (MVPs).- Improved internal corporate startup practices for ventures based on experience reports and in-market tests. - Responsible for a team of venture leaders, each with their own ventures.

- Responsible for product strategy and development for Ford’s first customer-facing used vehicle marketplace.- Navigated all levels of a complex organization to determine an agreed-upon approach for an internal startup entry point into the market.- Facilitated a cross-functional team including business owners, software product design, software engineering, and input from external stakeholders (e.g. legal, purchasing, etc.) to deliver an MVP that resulted in a vehicle sale within 15 days of launch after only 90 days of software development. - Advised other Ford X ventures as software product development SME on product strategy, research, validation, and product roadmap activities.

- Introduced Ford’s luxury brand and their incubation team to a Lean Startup approach to validating business and product strategy.- Led the in-market launch of a service pilot to validate/invalidate operational and financial business assumptions ultimately leading to the successful invalidation of the venture saving the company wasted time and budget.- Collaborated weekly with a cross-functional team including the President of Lincoln providing status on incubation and pilot development, and advising on approach for other incubation team ventures.

- Founded a new department within Ford IT blending practices from Human-Centered Design, Agile/eXtreme Programming, and Lean Startup methods.- Held responsibility for the operations and product delivery of over $10 million annually in software development staffing spend between Ford and partners.- Grew the team from 4 to 50 people in just over a year. Established new roles and hiring practices for all of Ford for the roles of Product Manager (PM), Software Engineer, and Product Designer.- Mentored individuals on career development and delivery practice, and coached teams on Lean/Agile delivery practices and effective product development practices.- Sold the value of FordLabs services and methods within the larger IT organization and business stakeholders.

- Owned software delivery of a moving people service designed as a proof of concept and transitioned it to a production-ready application.- Introduced the concept of Full-Stack Engineers and, in partnership with Pivotal Labs, released a beta application in 3 months which became the foundation for Ford’s moving people software at the time.- Using practices from Lean Startup, Human-Centered Design, and eXtreme Programming the team was able to contextualize user problems and deliver the highest priority capabilities with test-driven software deployed to Pivotal Cloud Foundry (PCF) as the first within Ford.

Lead a team of highly skill internal employee and external consultant Agile coaches in North America and Europe. The team provides coaching services across IT projects delivering software to all units of the business including Product Development, Marketing & Sales, Manufacturing, Human Resources, Customer Service, Connected Vehicles and Mobility.Develop strategy for the Application Development organization's transition to Agile in North America, Europe and Asia Pacific, and facilitate objective setting for specific coaching engagements based on program needs.Coach at all levels of management on applying Agile in a highly complex, distributed environment on delivering high value products with quality to satisfied customers. Coaching efforts include one-to-one, initiatives (High Performing Teams, Bi-Modal IT) and other methods (papers, training, presentations).Evangelize the benefits observed and the lessons learned within and outside of the organization across IT and functional business units of adopting Agile.

Course: Introduction to AgileSummary: Welcome to what Gartner calls the "post-Waterfall era" of software development projects. Since 2001 and the inception of the Agile Manifesto, teams have been delivering business value faster and with higher quality by changing the way they work. Maybe you don't know anything about Agile. Maybe you know a few things. Maybe you've even tried some Agile practices but didn't really see a difference. Come join us for two days to explore Agile, Scrum, Kanban and eXtreme Programming (XP) to help you cultivate high-performing software teams.