Art Keating Email & Phone Number

San Ramon,, Ca, Us

Supporting VMware CDTO transformation to SaaS business model

Bentonville, Arkansas, Us

• Built and managed international team supporting Walmart eCommerce Search product managers, Walmart Labs Search engineering, and business partner teams. Providing search query analytics, VoC, and issue resolution, root cause analysis services for internal and third party partners and Walmart.com customers.• Built product support team from a single person doing reactionary triage and continual executive escalations to a proactive team using improved tools and standardized processes that meets SLA’s and avoids immaterial escalations resulting in a flawless retail holiday periods (Nov-Dec) without a single escalation.• Work with Search engineering tools team to create, manage, and deliver on the roadmap to improve Search Product Operations and Developer Experience through better monitoring and diagnostic tools. Goals are to substantially reduce time to diagnose root cause by operations team and reduce both the # of incidents requiring engineering resources and the engineering hours required when they are engaged.• JIRA, Confluence, Tableau dashboards are all used to collaborate, inform, and provide analysis for improvements in the Search Product Roadmaps and to identify training for category specialists who want to improve their search results and online sales for the categories they manage.• Value provided is leadership to keep the team focused and accountable, an integrated process and supporting tools vision so that investments are made intelligently to maximize positive impact on search results and cost to support.

San Francisco, Ca, Us

Walmart / Sam's Club• Designed and deployed voice of the member (voc) feedback analysis and reporting process. Harmonized feedback from various sources (Opinion Lab, App Stores, Medallia, etc.) using member experience segments to identify critical pain points and opportunities for improvement in mobile products. Mobile web, e-commerce native app, and in-club native app Scan & Go feedback streams are monitored using both ratings and comments to measure trends, detect impacts of changes, etc.• Subsequently automated the VOC process using Clarabridge NLP tools and dashboards to present snapshot and trend data in real time.• Introduced crowdsourced, outsourced QA services (Applause) to the Sam's Club product team for exploratory testing to augment member feedback on pain points and test user experience solutions in the member environment• Member of the management team that developed the Sam’s Club product governance process and developed the product manager on-boarding and refresher course product management training (Product Academy)• Designed and deployed a lightweight, comprehensive project portfolio management solution using JIRA custom workflows and data to complement standard capabilities. Automated the data collection necessary for Strategic Initiative governance across the entire project portfolio for the entire lifecycle of each initiative from ideation through post-release audit.• Designed and deployed JIRA dashboards, Kanban boards, filters, and Confluence pages to provide portfolio status and project performance tracking for comprehensive transparency• Coached product management staff and Sr VP optimize portfolio management and project reporting tools

• Established formal PMO structure and cohesive governance structure providing C-level support and recommendations as company was transforming from content publishing model to online experience model. Largest project was ERP implementation for Finance and Operations using AX. Pioneered implementation of cross-functional new product development process and product road mapping (Roadmunk), championed quality emphasis, led use of outsourced quality assurance capability (Applause). Led the implementation of Project Server/Project Online for portfolio management, resource management for portfolio sizing/planning, PowerBI for reporting and dashboards, SharePoint as content repository, and integrated portfolio / resource planning with annual budgeting process • Staffed and mentored staff of PMPs and provided mentoring and guidance to cross-functional staff in marketing, IT, and publishing• Provided services at all levels of the organization from projects to programs to portfolio management

• Led multiple project teams of network\telecom engineers, business operations, and call centers in planning and executing successful network\telecom infrastructure initiatives to move to new virtual multi-site networked VoIP PBX platforms including call center outsourcer integrations and migrating call center and non-agent users from legacy site specific PBX platforms • Typical project within the program was 10-25 engineers, business reps, project managers, etc. lasting 3-6 months from requirements definition through hand off to production. Team meetings via Cisco’s Meeting Place and\or at client remote sites in other states. Typical budget of over $100K• Utilized and contributed to state of the art program\project management and automated tracking process implementations utilizing MS-Project and Excel and client driven custom views

Us

• Led startup operations and built scalable, user-driven technology platform to allow marketing services company with digital printing press capable of growing business from $2M to $40M through automation without significant cash investment• Delivered integrated e-commerce platform (LAMP) from lead capture to sale to order fulfillment by implementing SugarCRM (open source) for sales and marketing team, UCN (call center management telecom tool) for geographically dispersed sales force and marketing campaign coordinators leveraging tracking PINs in direct mail marketing, email marketing, and magazine advertising. Drove sales force automation tools for follow up with scheduled callbacks via outbound dialer.• Delivered executive dashboard leveraging SugarCRM for instantaneous reports on marketing response, lead generation, campaign and marketing ROI, sales productivity (calls, leads, follow up), sales funnels, and orders placed. While driving sales and campaign coordinator compensation programs.

• Developed user friendly Web based (J2EE) business process automation software deployed as SaaS for services organizations. Initial deployment aimed at real estate agents\brokers• Delivered customizable process design capabilities to initiate and manage real estate transactions, schedule activities, process service requests, and facilitate B2B workflow between all of the parties participating in a real estate transaction• Delivered rules engine for checking data integrity at the individual data value level as well as transaction consistency across all forms and activities to highlight exceptions for agent\broker review• Integrated fax and email transmissions triggered automatically or manually• Delivered localizable, customizable PDF data filled forms for professional output

Houston, Texas, Us

• Implemented 2 weeks to 2 hours and product introduction down from 6 weeks to 2 days. Led cross-functional marketing, information technology, and financial project team in replacing operational platform to support global mission critical application used to price, quote, and invoice over $100B in annual revenue.• Solved business issues with global pricing strategies to end customer dissatisfaction and eliminate arbitrage opportunities while providing real time control of geographic roll out\phase out by the product line to optimize product availability and inventory management. Provided prices for all products, in all languages, all currencies, for all published terms and conditions. Supported over 1000,000 internal users, all published price lists, web content, etc.• Designed and managed projectized organization to support business process and technology transformation with over 150 virtual team members around the globe at peak.• Delivered all aspects of multi-year program from proposal, requirements gathering, software design, development, test, through deployment replacing seven geographic platforms, and related APIs, reporting capabilities, and user access tools with a single global platform.• Implemented business priority alignment process to achieve strategic objectives and maximize customer satisfaction.• Managed local team of 50 FTE plus remote development, implementation, and production support teams in Geneva, Milan, Singapore, and Tokyo. Global budget ranged up to $22M/annually depending on projects in program.

Master Of Business Administration (M.B.A.), Finance, Marketing

Bachelor’S Degree, Business Administration And Management, General