Re-inventing car care with mechanics that come to you!

Reported to CEO while developing brand, marketing, account management, and customer support strategies then operationalized them.

• Applied a new operating model to enhance brand consistency and increase departmental effectiveness throughout 60+ markets• Reorganized department to meet the complexities of a full-funnel coordinated marketing strategy and managed multi-$100 million marketing budget

• While reporting to CMO, developed award-winning social media and always-on campaigns that bettered performance marketing goals 5 to 10X • Implemented marketing technologies that reduced the cost of all social media metrics by 35 to 45%• Scaled Customer Support organization from 80 to 1,800 internal and outsourced team members • Increased CSAT more than 15 points while cutting departmental costs over 40% through implementation of production line principles and new technologies

• Oversaw customer support website and social media channels• Built social media support team for Twitter and Facebook• Revamped online support content offerings and design self-help tools• Developed NPI team and processes• Implemented globalization of online customer support

• Managed customer support website and content development team• Designed and built suite of new online support tools• Wrote and directed video product tutorials• Managed social media support including communities, Facebook, and Twitter• Oversaw localization of new support site and support content

• Authored corporate online and instructor-led training on various topics including PhRMA code regulations, SAP transactions and processes, and corporate compliance• Provided feedback and production line design on content creation processes to multiple clients

• Managed research and development team creating new training product line featuring a multi-leveled training suite based on user progression pedagogy• Produced, directed, and cowrote video and audio for all products• Oversaw custom content production and project management of major client accounts, including Citi, Morgan Stanley, CDW, and Pfizer• Part of team that incorporated acquired Mumbai company with production team increasing department output and lowering production costs

• Oversaw 30+ person training production team including writers, editors, lawyers, subject matter experts, graphic artists, and technical content production specialists • Initiated custom and translated content businesses that became major departmental cost centers and value differentiators with competitors• Developed production line process to create training materials• Implemented online production scheduling software to track and coordinate all team schedules, maximizing departmental resources• Integrated asset management and publishing system needed for dealing with rapid growth of online training library

• Launched and marketed template-based e-learning library for LRN’s flagship product line, the Legal and Compliance Education Center, which focused on providing ethics and compliance training for employees in a variety of industries • Led technical team creating enterprise level e-learning engine and learning management system • Worked with clients to schedule and moderate employee focus grouping and user testing of online training products to maximize their effectiveness and impact on companies' ethical culture

• Managed team of editors, writers, and instructional designers that created highly technical computer-based training for customers ranging from the Department of Defense to multiple Fortune 500 companies• Developed content editing process including levels of edit and style guide• Authored end user documentation for computer-based training products