Lead product development/project requirements and develop product roadmaps to ensure timely completion of high-quality products that meet customer and employee needs. Oversee seven operations teams (Distance Learning, Certification Exams, CEUs/Corporate Membership, Operations, CEU Vendors, Warehouse/Facilities, Scrum Product Owners) ensuring coordination between customer service, sales, marketing, operations, software development and IT support departments. Travel to India to train and support offshore team members. Identify key talent and assign to areas needing improvement or additional resources.

Acted as scrum product owner and manager, operations manager, and business analyst in rapidly growing company. Oversaw software development life cycle (SDLC) and managed up to 20 local direct reports and an additional 10+ international staff. Developed user stories and acceptance criteria, implemented Agile SCRUM development methodology, and ensured development teams delivered product according to project scope. Prioritized projects and deliverables to maximize limited resources for an extensive product roadmap. Trained and developed staff, locally and internationally to support global expansion, with frequent travel to India to support departmental transition. ● Grew departmental revenue to $11M annually and sustained above $11M for over four years. ● Solidified revenue streams with over 85% membership retention rate. ● Boosted product implementation and bug fix output by 30%. ● Presented products at local industry events on behalf of organization. ● Delivered AAPC Coder onto Zuora/Salesforce Platform, providing customers with auto-renew and monthly payment capability and provided the company with the ability to successfully manage subscription products. ● Certified as Scrum Product Owner (2014). ● Transitioned Contact Center from out-of-date platform to inContact.

Ensured customer satisfaction by placing qualified externs in need of professional work experience with healthcare facilities in need of staff. Marketed AAPC externships and candidates to facilities. Created membership retention team responsible for membership renewal P&L. Managed corporate accounts, maintaining 90%+ renewal rate.

Managed enterprise/ corporate accounts, overseeing Corporate Member Services team to ensure excellent customer relationships. Also tracked Continuing Education Units (CEUs) for 80,000 certified members.