As part of the Enterprise Comms & MarTech Experiences (ECMX) organization, leading a global team of 200+ digital product professionals who play an instrumental role in evolving customer and colleague marketing and servicing communication experiences to drive increased revenue, partner funded value, and customer engagement. Responsible for channel strategy and customer-centric digital experiences across push, SMS, email and other outbound communication channels/platforms. Management of Amex Offers ecosystem including marketing operations, digital product development, and transformation.

As part of the Enterprise Digital Member Experiences organization, led a global team of product professionals who play an instrumental role in evolving digital experiences to drive increased revenue, partner funded value, and customer engagement across push, SMS, email and other communication channels. Responsible for the definition, management and launch of proactive and personalized content and customer experiences, as well as delivery of regulatory and servicing communications, via these critical channels, platforms and capabilities.

Within the Global Services Group (GSG), responsible for global product strategy, management and development for Credit, Collections, Servicing Communication (Email/Alerts/Paper) and Document Management/Storage capabilities at American Express. Scope includes the technology, tools and business rules necessary to support those customer journeys. Also responsible for global GSG technology investment strategy and lean portfolio management (LPM).

Promoted from Voice Capabilities role, incorporating Digital Servicing Interaction capabilities to portfolio scope. Added responsibility for dialer / outbound contact management, workforce management, chat/messaging tools, and cobrowse, email and social media servicing capabilities. Expanded again in January 2020 to include knowledge management & learning tools, communications capabilities including document management, and automation portfolio.

Responsible for consolidating and modernizing American Express' contact management ecosystem globally, and providing an informed welcome to the millions of customers who contact us every day. Scope included global call/contact routing, inbound and outbound voice response, call recording, speech analytics, and overall telephony business architecture and strategy.

Ran card issuance for the American Express proprietary business globally, including all new, renewal and replacement cards. Scope included plastic, chips, contactless, card personalization and postal / courier delivery, plus digital product ownership of issuance platform. Led a global team of 150+ based in several countries; managed large cost base and drove re-engineering initiatives for efficiency & effectiveness. Oversaw supplier management including compliance, quality, pricing, service levels, BCP and technical capabilities.

Led a global, cross-functional team of employees and contractors in a multi-year capability transformation, with the vision of providing extraordinary customer care and satisfaction through improved infrastructure and business capabilities. Partnered with Technologies and Operations to conceptualize and deliver new tools for contact center agents that measurably and profitably improved customer experience and loyalty, as well as employee satisfaction. Key areas of responsibility included: global servicing case management; merchant servicing capabilities; workforce management tools. Responsible for governing global technology investments for World Service (Jan 2010 - Dec 2015).

Hired from marketing organization into customer care organization in order to create a new team focused on matching technology investment to senior management's long-term business strategy for U.S. customer service. Promoted to VP within role in Jan 2010, as job scope expanded from U.S.-only to global (22 markets), and as responsibilities expanded from 2 capabilities to 10+.

Responsible for planning, managing and delivering breakthrough business capabilities, using the strategic application of technology as a toolkit to drive the success of key capabilities supporting American Express' loyalty marketing, including Membership Rewards and our premium servicing needs. In early 2008, added responsibility for long-range capability planning across U.S. consumer and small business card division. Led team of 5-10 employees and contractors.

Responsible for leading strategy and driving implementation of new marketing capabilities allowing American Express to extend and convert Card offers to more prospects and customers, in both the consumer and small business markets. Led a team of 4 marketing professionals plus outsourced resources.

Recipient of Consumer and Small Business Champions Award. Key responsibility was end-to-end ownership of Premium Car Rental Protection (PCRP) service, including P&L management and forecasting, enrollee acquisition and retention, customer experience, and relationship management of multiple vendors.

Promoted from Manager to Senior Manager in January 2002. Led development of 5 new fee-based services from concept stage to in-market test, including technological and operational functionality. Determined product structure, positioning, pricing, and channel mix. Identified potential partners, negotiated agreements, managed partner relationships.

Provided marketing research, strategy, and other consultative support to several web-based clients, including Faith.com and KOA.

Interim Manager, Alternative Channels, Customer Acquisition Strategy Team. Evaluated untapped alternative media marketing programs and created implementation strategies for recommended new channels.

Program Manager (1997–98), Program Officer (1996–97), International Science Foundation / Regional Office for Russia. Managed science programs for the Soros foundation network in the former Soviet UnionProgram Assistant (1995 – 1996), Regional Office for Russia.