Dennis E Crumb Email and Phone Number
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Dennis E. Crumb is a Strategic Omni-Channel, Technology and Business Leader, providing practical solutions to move global organizations to the next level of omni-channel customer experiences. As an adaptable, goal-oriented team leader, Dennis is committed to generate value through business re-engineering, people and technology strategies, team motivation, business analysis and program supervision.At Disney, Dennis is a dreamer, schemer, and builder of Guest- and Cast-facing solutions that deliver the Disney omni-brand promise. Currently focused on Disneyland Resort projects, Dennis has acted as Portfolio Planner, Principal Technical Program/Project Manager, Lead Business Analyst, Principal Solution/Technical Architect, Lead Software Engineer, and Product Management Director and Owner, and at times Technical Director.As President of optimalCX solutions, LLC., Dennis helped world-class companies build best-in-class solutions - • Customer Experience Management Strategy • Technology Roadmaps • Change Management • Intentional User Experience Design • Customer Market ResearchFor clients in the utility, banking, healthcare and online retail industries. Self-service MyAccount applications designed, architected and built by Dennis process over $100 million a month in payments.As Project Manager, Technology Team Leader and Web Architect for the multi-million-dollar Web Redesign Project, Dennis successfully led Avista through the Discovery, Scoping, Request for Proposal (RFP) and engagement phases, successfully incorporated high degrees of User Experience, Usability, Customer Self-Service and Branding to the new Customer-facing Avista Utilities web site. As a “Productivity Initiative”, this project successfully shifted 10% of calls out of the call center. In August 2008, AvistaUtilities.com was ranked the #1 utility website in North America by E Source.30+ years of Leadership Development and Training.24+ years of designing, architecting, building, testing, launching and continually improving enterprise-scale and award-winning internet solutions.16+ years leading and managing complex integration projects involving SOA, WCM, UX and CMR11+ years of Executive Leadership roles including business development and value-added consulting.8+ years of Mobile development, including iOS, Android and Responsive Web Design.
Mgm Resorts International
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- mgmresorts.com
- Employees:
- 10
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Director Of Product Management PaymentsMgm Resorts International Aug 2023 - PresentLas Vegas, Nevada, UsResponsible at an executive level for: ~ Establishing a shared vision, building the strategy, developing the roadmap, and driving go-to-market execution to deliver innovative payment, cart, and checkout solutions to support multiple different products and lines of business including card present POS and card not present ecommerce. ~ Overseeing all aspects of product management including strategy, portfolio & roadmap development, research & analysis, and customer experience with a team of product managers that take product concepts from idea through validation, shipping, measurement, and iteration. ~ Building collaborative relationships and cross-functional partnerships with senior leadership, key stakeholder teams, and with vendors to align on strategy, vision, and execution.
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Lead Technical Project ManagerThe Walt Disney Company May 2018 - Aug 2023Burbank, Ca, UsAccountable for driving conception, execution, and delivery of extraordinarily high-profile technical, product, and software engineering projects from start to finish that directly deliver business strategy and value. • Led 30+ teams, 50+ onshore, offshore, & near-shore technical resources, and over 300 stakeholders - including business and operations, legal, privacy, advisory & assurance, digital design, content producers, content strategy, and numerous software engineering teams - in the digital transformation of Disneyland Resort Guest experience. • Created and established inventive program management and product management standards, tools, and processes to relaunch a Covid-paused project that delivered 150% of the original scope for $300,000 less than the approved Capital Authorization Request (CAR) on the original timeline. • Created and deployed Disney Lean strategies, including decisive program/product leadership, outcome funding & billing, lean design focused on MVP, complete & flex-able end-to-end teams, hyper-agile software engineering process, embedded QA, PE & SDS teams, frequent & incremental releases, and not waiting for perfection. • Innovated and delivered a major piece of functionality for 5% of the Solution Engineering estimate in 25% of the estimated time, which directly impacts 35% of all DLR Resort Guests. • Led the Capital Authorization Request (CAR) process for a multi-million-dollar operational improvement initiative that received funding in 3.5 months where the average is 10.5 months. • Grew and enforced a culture focused on innovation, quality, inclusivity, and guest-centricity. -
Senior Vice President Of Digital Strategy And Customer ExperienceSeatingevents.Com Sep 2015 - May 2018Envisioned and architected an omni-channel customer experience for theatre patrons which delivers a seamless, consistent brand experience across channels while providing clients with a single view of the customer to be used in strategic and coordinated ways. • Created a Managed Service Provider platform that delivered a virtual box office, contact center and design/marketing services for non-profit theatres and sporting event venues. • Empowered non-profit clients with solutions previously out of reach including Marketing Automation across channels, Customer Relationship Management (CRM), and Web Content Management (WCM) systems. • Led adoption and usage of the MSP platform for a client that grew ticket sales and attendance 400% over 3 years.SeatingEvents.com is an Omni-Channel Ticketing and Receipting Solution and a division of optimalCX solutions, LLC.
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President And Principal ConsultantOptimalcx Solutions, Llc Oct 2014 - May 2018Las Vegas, Nv, UsDelivered best-practice and award-winning digital transformation and customer experience solutions for millions of end users. • Led professional services consulting – including Customer Experience Strategy, Technology Roadmap, Intentional User Experience Design and Customer Market Research – for Fortune 50 and Fortune 500 clients in the utility, banking, healthcare, hospitality, and online retail industries. All clients are $1 Billion+ in sales per year. • In 2017, 4 out of the 8 top utilities as ranked by JD Power in their Website Evaluation Study were directly or indirectly using my digital identity and customer self-service solutions. • Designed, architected, and developed global scale self-service MyAccount applications that securely process over $1 Billion+ a year in payments and successfully handle millions of customer-facing interactions per month on advanced web and mobile frameworks. • Provided thought leadership and Subject Matter Expertise to clients regarding Digital Transformation, Product Management, Software and Enterprise Architecture, Web and Mobile Development, Portfolio Management, Software Design Patterns, Project Management methodologies including Waterfall and Agile, and incorporating Customer Experience into policies, processes, people, and technology. • Served as Senior Director, Product Management and Senior Director, Program Management for numerous multi-million dollar initiatives, actively leading non-technical business leaders and cross-discipline functional teams through the complete end to end Software Development Life Cycle (SDLC) from inception, development, testing, security procedures, vulnerability and penetration testing through final software acceptance leveraging distributed and co-located software development teams onshore, near-shore, and offshore including employees, contractors and third party vendors. -
PresidentWashington Web Architects, Inc. Apr 2008 - Sep 2014Specialties: • Digital Transformation and Innovation • Omni-Channel Strategy and Delivery • Customer Experience Management (CX/CEM) • Change Management • Strategic Planning and eChannel Business Roadmaps • Current State Assessment, Gap Analysis, Future State Ideation, Journey Mapping • User Experience (UX) and Usability • Branding, Messaging and Taxonomy • Customer Market Research, Focus Groups, Prototyping, User Testing • Web Redesign Process, including vendor selection and re-platforming • Web Content Management (WCM) systems • Cross-Channel Analytics and Key Performance Indicator (KPI) measurements • Customer Identity & Access Management (CIAM) • Targeted Cross-Marketing, including Cross-Sell and Up-Sell Systems • Single-View of the Customer (SVOC) Databases and Services • Marketing Automation • Customer Relationship Management (CRM)
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Ceo/Cfo/Coo/CioSpiritliving Co. Apr 2008 - Sep 2009Internet & Catalog sales of high-end home and garden productsPurchased www.SpiritElements.com and launched several specialty web sites. • Responsible for all aspects of small business management, including personnel, marketing, finance, operations, technology, development, etc. • Architected, implemented, maintained all back-office systems, including CRM, ERP, VOIP, telecommunications, Exchange email, VPN, DNS, servers, firewalls, etc.
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Principal Web Architect/Product DirectorAvista Corp. Oct 2005 - Apr 2008Spokane, Wa, UsCreated the first ‘My Account’ web experience for Avista Utilities and from 2005 to 2008, became the worldwide thought leader in the utility industry for customer self-service solutions including preferences & personalization, digital identity, guest/anonymous access, and progressive security. • Led the multi-year, multi-million-dollar www.AvistaUtilities.com Web Redesign Project as Product Director and Principal Web Architect - incorporating high degrees of User Experience, Usability, Customer Self-Service and Branding. Successfully shifted 10% of calls out of the call center to digital self-service. • Launched one of the first in-house electronic bill (eBill) applications in the utility industry in less than 30 days. • Launched one of the first online credit card payment systems in the utility industry; created a socket-based, direct connection to the card processor. • Designed a complex event processor-based Service-Oriented Architecture (SOA) for all digital channels, including web, mobile, & IVR. • Outcomes include award-winning Customer Service and Digital Channels (Web, Mobile, IVR, social media, etc.) including top 5 placings with JD Power, ACSI, and ESource. -
Rad Analyst Team LeadAvista Corp. Nov 1999 - Oct 2005Spokane, Wa, Us• Team Lead for 8 RAD developers who supported the Customer Service department.• Member of Application Development Leadership Team.• Full-time, interactive web site programming. Webmaster for www.AvistaUtilities.com.• Lead Web Architect on E-Commerce Strategy Committee and Enterprise ApplicationIntegration (EAI) Committee.• Envisioned, championed, designed and built Avista eBill and Avista Direct Debit.• Designed, built, and implemented Avista Credit Card payments for CSRs, customers, and IVR.• Technical lead for web server infrastructure.
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Senior Director Of Product ManagementZirkle & Co. Jan 1996 - Nov 1999Co-Founded first Internet Mergers & Acquisitions/Business Brokerage Marketplace in 1994 and took the unit from start-up through rapid growth and profitability as Senior Product Director and Business Unit Manager.BIZQUEST - Senior Product Director and Business Unit Manager • Envisioned and executed the mission of BizQuest, the internet business of Mergers & Acquisitions Investment Banking firm Zirkle and Co. • Created the first internet M&A platform, including Seller and Buyer profiles, sophisticated database search, and marketing automation for Alerts & Preferences. • Recruited, managed, and inspired cross-functional team which marketed, built, and supported over 80 interactive and dynamic web sites. • Architected a shared or common platform for all sites as one of the first internet Software As A Service (SAAS) models in the world. -
Certified Business IntermediaryZirkle & Co. Feb 1993 - Dec 1995INVESTMENT BANKING - M&A Advisor and Business Intermediary • Represented buyers and sellers in business sales up to $30,000,000 in price. • Certified Business Intermediary (CBI) through the International Business Brokers Association (IBBA).
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PresidentWa Periscope Enterprises, Inc. Jun 1991 - Feb 1993Owner and Operator of Submarine Sandwich ShopsPurchased one sub shop and opened two additional locations ~ Responsible for all aspects of small business management, including personnel, marketing, finance, operations, technology, development, etc.
Dennis E Crumb Skills
Dennis E Crumb Education Details
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Gonzaga University - School Of Business AdministrationFinance
Frequently Asked Questions about Dennis E Crumb
What company does Dennis E Crumb work for?
Dennis E Crumb works for Mgm Resorts International
What is Dennis E Crumb's role at the current company?
Dennis E Crumb's current role is Strategy, Product, & Customer Experience for Payments, Cart, & Checkout at MGM.
What is Dennis E Crumb's email address?
Dennis E Crumb's email address is dc****@****lcx.com
What is Dennis E Crumb's direct phone number?
Dennis E Crumb's direct phone number is +170238*****
What schools did Dennis E Crumb attend?
Dennis E Crumb attended Gonzaga University - School Of Business Administration.
What skills is Dennis E Crumb known for?
Dennis E Crumb has skills like Web Analytics, E Commerce, User Experience, Project Management, Program Management, Mobile Devices, Strategic Planning, Project Planning, Crm, Soa, Leadership, Strategy.
Who are Dennis E Crumb's colleagues?
Dennis E Crumb's colleagues are Theresa Pennywell, Joseph Miraglia, Jessica Holtsclaw, Filomena Castelo, Miguel Gomez, Nivra Bracey, Kelley Hall.
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