Managed 28+ team members both domestic & international responsible for building visual products for SaaS customers on Bluehost, HostGator, vDeck, & Homestead through WordPress and proprietary builders utilizing various functionality add-ons such as WooCommerce. Supporting 50+ team members across multiple different department channels; Sales, Marketing, Mods, Support, Compliance, etc. Spearhead design product innovation and strategy development initiatives. Actively interview, recruit, and onboard design talent for optimal KPI success. Drive regular meetings for production teams, Senior Leadership, and initiative stakeholders.• Successfully transformed the entire website design delivery model within 3 months for a multi-billion-dollar merger between Endurance International hosting brands, Web.com, and Network Solutions to create a global footprint; all while decreasing turn-time by 18 days to get the product to our customers faster and simultaneously prioritizing/managing remaining old-process books of business.• Worked with Web Design stakeholders to identify a Pro Services go-forward WordPress product & plugin stack ahead of the new WordPress theme and builder product transition, based on customer and operational business needs.• Provided feedback to Product regarding potential go-forward strategies for older sites and revenue opportunities with WordPress & proprietary builders.

Managed a team of 30+ cross-functional domestic team members at EIG overseeing a multi-million-dollar design project portfolio consisting of 250+ recurring monthly design units for SaaS customers. Communicated and collaborate extensively with Marketing, Sales, Support, HR, Legal, Product, and Finance leadership.• Increased completion productivity by 13%, increased customer satisfaction phone surveys from 4.88 to 4.95, and decreased refund revenue by 50%.• Reduced annual design portfolio churn by 6% through plugin innovation tailored to aid customer direct pain points validated through previous cancellation trends data research.• Successfully transitioned team to work-from-home model within 30 days of COVID-19-related restrictions following development and implementation of policies for the switch, most of which were implemented across the enterprise.• Created reports and provided data-driven insights on individual and aggregated team performance.• Analyzed department risks and areas of need, through collected data and operational insights.• Developed and led high-performance, results-driven teams.

Drove collaborative initiatives with my Coaches, T3s, Community Specialist, and Social Media Manager to help examine the voice of the customer through various communication channels and analytics to drive platform and product enhancement. Trained, managed, and developed front-line phone specialists and other leaders to achieve success metrics for customer satisfaction. Greatly improved KPIs and service-level agreements (SLAs) through team performance management.• Drove a team of 14 support representatives to increase customer satisfaction from 4.86 to 4.93 by expanding product knowledge on the benefits of Web Design & Marketing and the importance of having a mobile-ready website in today's digital age.• Created a Homestead WebsiteBuilder Redesign Product offer & fulfillment channel using existing FTE in an effort to minimize churn through 2 successful trial phases which led to its adoption in 2019 and yielded a 66% Net Profit Margin• Developed a YouTube WebsiteBuilder Tutorial Channel as a visual solution for common call drivers in support which were available 24/7 for Homestead customers to access and utilize; reduced WebsiteBuilder call phone support volume with 56000+ Homestead tutorial video views.• Produced, edited, and rendered videos optimized for YouTube in Adobe Premiere Pro; designed a video transition graphic to help increase viewership retention.• Actively recruited and interviewed potential candidates for Homestead and Bluehost support.

Helped team increase customer satisfaction and project knowledge survey scores through huddles, interactive side-by-sides, call shadowing, and built automated tools that made it easier to yield great websites faster.• Led a team of 10 Web Designers.• Ensured projects were built to meet performance, security, and functional requirements.• Created an informational customer-facing website for Outbound & Inbound Sales to show our customers during the sales call which increased total units and revenue significantly for the business.• Oversaw the development of my team's websites, projects, training, and task assignments as applicable.• Developed new tools to help automate the design-related processes such as hero sections & modern full-page layouts within WordPress.• Led 1 on 1's to help elevate KPIs and nurture the confidence of at-risk Web Designers.

Exceeded KPI targets including total design completions, faster speed-to-delivery, and customer satisfaction surveys by focusing on customer goals and pain points using effective, thorough communication and modern web design principles; #1 Website Launcher - 9 consecutive months in a row.• Deep collaboration on WordPress design/development projects with business owners & stakeholders.• Conducted WordPress design/development research and performed competitor analysis for new client projects, including content reviews and wireframing.• Utilized UX best practices to conceptualize efficient, sustainable designs.• Designed responsive, mobile-first WordPress & proprietary concepts based on strategy & research.• Communicated with clients and project managers to deliver results and transparent communication.• Consistently used organizational skills to prioritize projects and tasks to meet deadlines.