Product Lead for Enterprise Reliability Testing Platform- Developed Product Strategy & Roadmaps for Enterprise Reliability Testing Platform to deliver improved developer experiences and test data quality while reducing effort for reliability testing across applications & platforms- New features, platform integrations and automated test data capture resulted in ~20% reduction of engineer time spent on quarterly regulatory test and $1.8M annual savings - Improved NPS by 10pts in 6 months- Established intake and prioritization framework to drive alignment on technical priorities. Reduced over-commitment and increased on-time delivery of new features by >25%- Developed deep understanding of platform users and needs, resulting in improved backlog and increased user engagement (monthly customer council with consistent attendance, established well-defined personas for 4 critical user-types)- Implemented 2x annual Voice of Associate survey resulting in measurability of NPS and Overall Satisfaction

Lead large horizontal technical initiatives requiring delivery across large Tech organization. Facilitate alignment and delivery planning with tech orgs, business, risk, cyber and other partner functions, including enterprise teams. Define and implement communication and change management strategies to enable successful and on-time delivery.- Created and implemented Change Management and communications strategy to drive culture change across Product and Tech organizations related to BAU technical management, enabling significant technical capacity reinvestment.- Led program delivery efforts to improve technical management processes, resulting in savings >$50MM annually.- Partnered with business leads to create requirements and design large program reporting to support delivery needs and drive alignment of business and technical functions.

- Worked in partnership with internal product and operational teams, program leadership, and technical experts to define program requirements and establish strategies for execution and delivery- Directed cross-functional teams, organizations, and methodologies in addressing critical dependencies in support of meeting requirements- Utilized a strategically implemented EazyBI reporting system in order to efficiently track performance and program status reports- Monitored and reported data metrics in order to assess key performance indicators (KPIs) related to strengths and discrepancies in the development process, ensuring appropriate use and implementation of internal tools and methodologies- Developed leadership dashboards designed to enhance internal communications, ensuring clear and concise delivery of program related information- Collaborated on a cross-functional product launch requiring the secure migration of 9M+ customer accounts and the conversion of a product backbook, successfully leading the delivery of portfolio contributions to the overall initiative- Partnered with the Portfolio Director, developing best practices for the successful roll-out of Jira Align across portfolios, enabling a faster and more effective scaling, enabling governance within the intent management and delivery processes- Served as a member of a cross-functional team tasked with developing enterprise standards for the Jira Align tool which enables better report and tracking initiatives- Oversaw integrated program management and provided support to six Agile Release Trains to ensure delivery against Enterprise strategic initiatives and objectives, including a team of three aligned to each of the four domains within assigned scope

- Provided operational support to three full stack engineering teams responsible for developing and delivering new Machine Learning models designed to enable biometrics, enhanced frameworks that would contribute to faster life cycle execution, and a new agent facing platform meant to improve usability- Led teams in the successful implementation of pair programming, mobbing, grooming, and dual-track Agile -- resulting in a 30% decrease in cycle time- Successfully utilized Agile in digital operations (Digital Resolution Center) as I implemented a Kanban system and coached teams in agility- Established a direction for product planning and marketing capabilities by partnering with the Release Train Engineer to apply Actionable Agile as a forecasting tool- Worked collaboratively with the Program Team to optimize the development and implementation of scaled Agile and delivery management practices -- ensuring compliance with delivery standards- Increased backlog depth by ~30%, coaching and working with the Product Manager- Facilitated program-level training & grooming sessions with the Product Management and Technical Leadership teams to encourage forward-thinking practices

- Served as a Scrum Master for three Marketing Delivery teams, ensuring the successful implementation of Agile methodologies including the transition from Scrum to Kanban, assessing operations for compliance with established principles- Successfully increased throughput and decreased cycle times for Data Analysis and creative build out processes as a result of a successful Kanban implementation and team restructuring- Implemented a weekly program-level discussion to review backlog depth and delivery team readiness, adjusting behaviors and practices to define delivery life cycle criteria- Designed and Implemented Jira project structure & standards for ART, enabling build-out of reports to track & manage cycle time and throughput- Leveraged data to identify process opportunities, leading to faster identification of impediments and decreased cycle time- Offered support and operational guidance for Product Owner and associate team members, employing expertise to enhance backlog management and facilitation of Agile events including Retro, Demo, Sprint Planning, and Stand-up in order to encourage self-regulated performance- Engaged organization-wide coaching and development initiatives to ensure operations ran in alignment with agile principles- Conducted risk assessments and mitigated infrastructure issues in collaboration with Scrum Masters, Product Owners, and Technical Leads- Employed change management expertise to lead organizational transformation in hopes of optimizing processes and maximizing performance in delivery

- Provided operations support and technical oversight of the delivery process, reporting to and partnering with the Chief Operations Officer (COO)- Managed the development, implementation, and oversight of intent assessment and readiness for the agile release train- Employed organizational leadership skills to coordinate and direct marketing activities across Ops, Tech Ops, and Service Delivery Operations -- identifying and mitigating potential risks in order to ensure a positive customer experience across the business value stream- Increased pipeline visibility and production speed through the strategic development and implementation of an improved agile delivery management process

- Designed and oversaw the Digital Customer Listening process, engaging digitally submitted customer feedback through the management of call center’s digital escalation/back-office/L3 queue--leveraging data to reduce case escalation by more than 70%, increasing problem resolution, and reducing TAT for remaining volume- Supported digital platform functionality, managing an L3 escalation team tasked with developing a customer listening process which supported five mobile applications and three websites that served more than 60M customers- Introduced conflict resolution strategies designed to promote customer advocacy and quality service delivery, coordinating cross-functional team activities to ensure proactive resolution and prompt recovery in alignment with the Digital Customer Experience process- Engaged digital collaboration tools like Slack and Jira to optimize cross-functional collaboration and conflict resolution in a virtual agile environment- Led the team responsible for designing and launching an App Store Developer Response process for the Capital One Mobile Servicing app

- Employed delivery management skills to improve digital facilitation processes for online card services- Managed a team of three direct reports responsible for providing technical and operational support for a servicing platform that engages more than 30M customers- Led comprehensive risk assessment and mitigation in order to replatform an online servicing system, integrating beta testing, defect tracking, monitoring, and post-launch response processes- Worked collaboratively with cross-functional organizational personnel including operations and technical experts in order to effectively influence process improvements for the digital defect management process

- Managed a team of 22 direct reports responsible for handling identity & system access management for an international contact center network of more than 10K agents- Engaged agile process management methodology to improve efficacy of the production and consultation processes, resulting in increased throughput visibility and enhanced workflows- Consulted with internal business units on best practices for designing access functions that met operational requirements and increased customer information security, ensuring regulatory compliance and adherence to established policies and standards- Supported the implementation of a telephony system that required the strategic migration of more than 12K employee credentials and the developing and launch of four new operational processes to ensure functionality

Designed new contact center identity & access management process for contact center network comprised of >10K agents, both contract and full time personnel. Implemented continuous improvement process cycle to meet enterprise audit activity requirements applicable to identity and access management. Effectively partnered with IT to influence changes to system access fulfillment processes, reducing contact center agent onboarding process TAT >50%. Managed Card system of record Sarbanes Oxley control; including building audit process and controls to meet regulatory requirements.

Provided organizational support to relaunch Capital Kanban: a meetup group for people interested and practitioners in Kanban, Lean and Flow!