I manage the Product Experience Engineering team at Red Hat. We make customer feedback actionable!

After many years of being on the Customer Experience and Engagement (CEE) Product Management team I decided I wanted to take my experience and get back to management, managing this team that I believe in so much.I am proud of my team of Product Managers, working across all Red Hat products to help prepare our teams to support our products, to advocate for our customers, and to manage support policy and programs.I work with all teams and departments at Red Hat. The joy of this position is seeing all the great things we are building for our customers to prepare them not just for today or tomorrow, but for next year and the next decade.

I develop global support programs relating to Red Hat's Emerging Technology portfolio. This Red Hat OpenStack Platform, Red Hat Cloudforms, Red Hat Cloud Suite and Ansible Tower by Red Hat. In the past I have launched or developed Red Hat's support programs for Red Hat Satellite, OpenShift platform-as-a-service offering, Identity Management in Red Hat Enterprise Linux, Red Hat Atomic Host and Container support programs.I sit at the nexus of planning and production, of design and implementation. I work with internal stakeholders such as Product Management, Engineering, Quality Engineering, Documentation, Product Security, Certification and Global Support to prepare for new and current releases in our product portfolio. I work closely with Sales, Consulting and Solution Engineering to understand customer needs and find the best solution fit for them.Based on the requirements I work with Global Support leadership on training, enablement, headcount planning and other activities to ensure that we are ready to provide 24/7 global, non-stop Follow-the-Sun support for our products.As customers use our software and provide feedback I become their advocate, championing their requests, enhancements and concerns with internal stakeholders to that we are continually refining and improving our software, our support and our connection with customers. It is never enough to simply do what we did in the past a little better - we must innovate and find new ways of meetings customers and helping them solve their problems.Not every customer fits our standard models of support. In those areas I work to create custom-tailored support solutions that balance customers' needs with Red Hat capabilities.Ecosystems and certification are critical for customers to have choice in what they deploy. I work closely with our various Partner organizations to ensure that Partner support teams are enabled for success.

Managed a large, North American-based team of support engineers. Support included support for Red Hat Enterprise Linux, all layered products offered by Red Hat as well as JBoss Middleware product support. I managed the hiring, talent development, skills allocation and deployment, scheduling and work balancing, discipline and long-term planning on the team in collaboration with other supervisors. I also worked closely with other teams outside of Production Support to ensure a smooth, consistent and beneficial customer relationship.

I am a freelance writer for QSR Magazine, primarily responsible for the New on the Market section of the print magazine. I profile and highlight new products, menu items, technology and trends in the QSR market.

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