Product manager and owner of digital sales and servicing platforms, both mobile and desktop. Responsible for developing and executing an omni-channel digital experience strategy in a broader Ecommerce context that drives value through increased sales, improved retention & expense reduction.Establish and manage an annual operating budget, working closely with other functions to ensure delivery of all objectives on time, and on-budget, while aligning with and achieving the business goals.Contribute to the digital communication strategy with an emphasis on customer acquisition channels.Leverage evolving customer-centric UX design and behavioral economics best practices to enhance conversion, task success rate, transaction acceleration and lower time on task and bounce rates.Oversee interaction models, user task flows, site map navigation, and usability design specifications. Comfortable in translating competitor and customer analysis and insights into UX strategy and requirements. Leverage Consumer Insights to inform and shape broader UX strategy and tactics.Collaborate with IT and Digital Marketing leadership, external digital agencies, and interactive suppliers to evaluate and leverage “best-in-class” solutions and value-based vendor pricing.Track record of success in effectively translating over-arching brand strategy and positioning into compelling content and an engaging, intuitive and pleasing user experience across all digital assets. Oversee customer usability and design research to deliver the appropriate digital experience that resonates with customers and aligns with their expectations, influencing behavior to impact goals. Oversee A/B testing to continuously optimize and course correct to ensure that user experience, navigation flow, page layout and design efforts reflect the needs, wants and motivations of digital visitors and shoppers while improving funnel metrics and aligning with business goals.

Increased conversion 45% by simplifying the digital experience using third-party data to pre-fill information, decreasing the sales funnel by 68%, reducing abandonment and accelerating sales.Improved retention by 4pts through targeted digital functionality enhancements that made frequently requested policy adjustments easy for the customer at renewal, extending customer lifetime by 1.2 yrs.Leader of customer experience initiatives across the organization, collaborating with relevant business units and providing expertise in guiding cross-functional teams to design an effective, data-driven, and integrated experience that enhances customer interactions and engagement while achieving goals.Oversaw and led all aspects of the company’s customer experience initiatives, including both service and sales platforms, designing a strategic roadmap that incorporates the vision across multi-product lines, owning its successful execution and ongoing monitoring and management of KPIs.Led the Speech Analytics program to enhance customer and agent analytics and insights.

Product manager of the Online Servicing platform with 1.5MM active users and 20K daily sessions.Developed and implemented strategies responsible for a net ROI of $8MM using customer data.Led a 17-member cross-functional team using agile methodology, successfully completing 24 projects.Reduced variable operating expenses by $5MM through digital experience enhancements that addressed specific customer servicing needs, reducing annual contacts per customer from 1.8 to 1.1.Integrated the Online Servicing platform to the Claims Management System allowing customers to submit and track claims as they progress in real-time, reducing average claim cycle time by 7 days.Developed, implemented, and oversaw omni-channel programs involving operational processes and performance management of multiple sales, service, and back office initiatives in both the Akron and Phoenix call centers to reduce call time, improve conversion, increase retention, and minimize costs.

Project managed the 14-member cross-functional team responsible for the Online Servicing platform.Successfully managed and delivered 12 key digital experience projects generating $2MM ROI.Produced a 10% lift in online servicing enrollments through an omni-channel strategy that included call center agents, targeted email campaigns, and enhancements to the digital enrollment experience.Responsible for a 2pt retention lift to new business through the addition of an outbound “welcome” call touchpoint in the customer journey that addressed customer pain points post-acquisition.

Reduced the organization’s task cycle time by 30%, while streamlining reporting and communication.Managed and delivered seven cross-functional projects with budgets between $7-$10MM.Managed a network communications department of five network managers and 21 direct reports.Responsible for a network supporting up to 5,000 end users, consistently exceeding performance goals.Improved network performance by 15% through the implementation of an enhanced training program.

Resourced and managed 200 skilled contingent laborers on over 50 commercial construction projects that covered a three-state region generating $3 million in revenue.Renegotiated existing contracts on all major accounts while simultaneously restructuring labor costs, increasing the profit margin by 30%, resulting in $100,000 in additional profits.Supervised all branch operations, including managing the office budget, payroll, hiring and training.