I lead the Strategic Planning and Operations team at Intercom. Within this team is Strategic Program Management and Business Operations.The team’s enduring responsibilities are annual planning; defining and tracking company OKRs; managing the definition and execution of the company’s highest priority objectives; running the Monthly Business Review; and corporate strategy including target segment definition, marketing analysis, M&A, and Total Addressable Market definition.By design, the team also flexes into functional areas and initiatives that need additional strategic and / or operational horsepower. Significant areas of impact have been transitioning the company from primarily Sales-led to Product-led; designing and operationalizing a Product Qualified Accounts motion; rollout of our AI Agent product; churn reduction; customer journey definition; introduction of professional services; and strategy development for our partnerships motion.

Primary responsibility is to hire & develop from scratch a high-impact strategy & operations team then act as a player-coach on key strategic initiatives for the company.My team's accomplishments:◆ Prepared and owned Total Addressable Market (TAM) analysis for investor presentations◆ Led the cross-functional team that developed the company’s strategy to move upmarket◆ Led the team that developed Intercom’s long-range strategy in partnership with Chief Strategy Officer◆ Owned Intercom’s target acquisition recommendations◆ Developed the strategy and 3-year financial forecast for Intercom’s partnerships motion◆ Designed pricing and packaging for new high-stakes product launches◆ Designed, staffed, & launched Intercom’s first professional services offering◆ Set up and led cross-functional “tiger” teams (Product, Data, Marketing, Sales, Finance) that set the product & GTM strategy for key business lines◆ Initiated and drove verticalisation of GTM motions including outbound SDR team◆ Developed Intercom’s multi-year internationalization investment strategy (GTM, R&D, G&A)◆ Carried out qual & quant win / loss analysis and executed initiatives to address weaknesses◆ Forecasted opportunity size (incl. cannibalization rate) of developing new pricing & packaging aimed at our non-target segment (SMB)◆ Responsible for validating key assumptions in the company’s financial plan based on industry benchmarks and market growth & trends.

Steve & Kate’s is an established and profitable fast-moving EdTech company – up to 800 employees – that shapes software, hardware, and physical environments to enable self-directed learning in 100,000+ kids throughout the US.Responsible for the definition and execution of the company’s goals, including the coordination of cross-functional teams, program management, surfacing and tracking KPIs, identifying and implementing new opportunities, process design, budget management, and product development. Reported to the C-suite.◆ Facilitated scalable growth (3x revenue without significant headcount increase or outside investment) by codifying strategic planning, growth, hiring, product development, and analytics processes.◆ Managed the company’s change to a product- and goal-led organization and led the definition and execution of the team’s annual goals and KPIs.◆ Grew the product team from zero to six people in 18 months and led that team in the highest visibility and most strategically important projects.◆ Performed growth-oriented data analysis of our customer lifecycle to identify and address leaks, e.g., improving YoY retention of 46% in our worst performing geographies.◆ Delivered software products using agile development methodology including “Express Check In” which reduced check-in time by 91% for parents◆ Worked with leadership quarterly to guide the short-, medium-, and long-term goals.

Paddy Power – 7000 employees, $1.9bn revenue, FTSE 100 index of the London Stock Exchange – is a gaming operator, with a market-leading presence in the UK, Ireland, Australia, Europe, and the US.Responsible for development of an existing product (online casino) and a new product (mobile casino).◆ Managed the release a new mobile web app that generated $290,000 in its first week.◆ Ran the sprints with the software developers, UX, designers, devops, and QA.◆ Responsible for getting management buy-in and running demonstrations to leadership.◆ Managed relationships and integrations with third-party software providers.◆ Coordinated all rollouts to minimize service disruption.

The Good Agent was the first fully online real estate agency in Ireland. It gave homeowners the tools they needed – à la carte – to sell their homes themselves and offered resources to make that process less daunting.Responsible for product and much more: getting funding, launch, growth, operations, software development. The company had a part-time CEO, three interns, and several industry experts. Ran the company for the 14 months of its operation.◆ Setting and executing on product strategy and development while actively managing burn rate.◆ Managing a diverse team ranging from software developers to realtors and from interns to experienced industry experts.◆ Responsible for the launch, running, and growth of an innovative revenue-generating product in a challenging economy and competitive industry.◆ Obtaining funding from angel investors, an incubator program, and government grants and maintaining those stakeholders’ confidence and trust.

Successfully executed large scale product development projects in high profile engagements with clients in the finance and technology sectors as they looked to improve their offerings with the introduction of modern technology and best practices.◆ Wrote software (Adobe Flex) that made Ireland’s self-service tax product usable by those with greater accessibility needs. Adobe used our product as a case study in developing accessible software in Flex.◆ Lead UX developer on the team that launched an Adobe Air product for small business users.◆ Lead QA analyst on an iPhone app – the first released by the government of Ireland – that was featured as a top personal finance app in a national publication in 2009.◆ Earned high ratings at Accenture by quickly learning every new technology on the job in an intense and aggressively-scheduled environment.