Team Manager, Information Services
Seattle, Washington
• Led a team of 8 software engineers and systems analysts to build and maintain custom software for customer integrations across a matrix of internal and external stakeholders (e.g., customers, 3rd parties, product teams). • Created a forum for the technical leaders on my team to standardize and share best practices which helped increase quality and maintainability of custom software delivered for customer impact.• Coached employees through difficult customer interactions involving scope management and complex project work. • Managed internal and external escalations from customers and internal partners.• Led transformation from Waterfall to Agile methodology for the department, increasing project throughput by 150%. • Partnered with cross-functional Product and Operational teams to proactively manage Brexit for the company. Planned work to change and write new code that impacted 30 client integrations to ensure a seamless business changeover during Brexit. • Grew diverse talent on my team through hiring, promoting, coaching, and developing/training talent.• Fostered a supportive culture where people can do their best work.• Analyzed data trends to inform plans to manage challenges at the department level, while also monitoring and coaching to KPIs at an individual, team-member level.
