Provided leadership where it was needed in carrier operations for accounts including AT&T, Verizon Wireless, and T-Mobile. Retained additional responsibility for overseeing technical program managers in the U.S. and EU due to track record of inspiring loyal, high performance. Leverage trusting relationships with mobile carriers to drive results. Serve as sounding board and escalation point for customers when working with team to resolve issues.PRODUCT DEVELOPMENT, CARRIER RELATIONSHIPS… Show more Provided leadership where it was needed in carrier operations for accounts including AT&T, Verizon Wireless, and T-Mobile. Retained additional responsibility for overseeing technical program managers in the U.S. and EU due to track record of inspiring loyal, high performance. Leverage trusting relationships with mobile carriers to drive results. Serve as sounding board and escalation point for customers when working with team to resolve issues.PRODUCT DEVELOPMENT, CARRIER RELATIONSHIPS & COMPLIANCE• Brought Kaleyra’s suite of products up to industry standard by researching, planning and leading the initiative to launch spam prevention services, client services monitoring, and enhancing 10DLC messaging. Negotiated messaging partner contracts and led rollout.• Consistently obtained net message capacity increases of 40-60% by presenting the data-backed, compelling business cases necessary for approval to operators.• Decreased the cost of rolling out new products by negotiating favorable terms with vendors.• Decreased the cost of existing services by negotiating new terms with vendors, and onboarding alternate providers.• Mitigate ongoing risk and ensure carrier terms are adhered to as a key member of the team formalizing compliance practices in collaboration with information security and legal teams. TEAM LEADERSHIP & PERFORMANCE MANAGEMENT• Boosted team morale and increased the credibility of internal performance reviews by developing a rubric to incorporate direct feedback from customers – so successful that it was later adopted by all teams.• Streamlined new hire onboarding and increased productivity by creating a training playbook and standard operating procedure documentation where none existed previously.• Ensured continuous high performance by rolling out an annual technical assessment for program managers.• Saved money and time by implementing a time tracking system and transferring admin tasks to a lower-cost offshore team. Show less

Responsible for supporting Sales, Mobile Development, Business Analysis and Account Management. First point of escalation for internal/external resources with respect to new and existing services. Charged with on-boarding new clients and services and managing client expectations. Coordinate with clients and internal resources to identify opportunities to optimize the mobile experience and launch new efforts that create or amplify revenue opportunities.o Prioritize product releases… Show more Responsible for supporting Sales, Mobile Development, Business Analysis and Account Management. First point of escalation for internal/external resources with respect to new and existing services. Charged with on-boarding new clients and services and managing client expectations. Coordinate with clients and internal resources to identify opportunities to optimize the mobile experience and launch new efforts that create or amplify revenue opportunities.o Prioritize product releases, enhancements and fixes with clients, partners and internal stakeholders.• Daily contact with clients to ensure their needs are being met, and evaluate new opportunities to grow revenue via new products and/or enhancements.• Initiate projects with industry leaders and partners to improve the mobile ecosystem for all parties.o Initiate communication with partners and wireless operators to ensure timelines are met and issues are resolved.• Coordinate with all partners/operators to oversee the completion annual audit exercises.o Communicate industry/partner changes to clients to ensure implementation is complete.• Coordinate directly with clients and internal teams to ensure their services remain unaffected when partners/industry leaders implement new settings.o Establish and develop relationships with clients and partners.• Maintain personal, email and phone contact with clients and partners to discuss the current status of their account, new opportunities, trouble-shooting, etc.o Resolve client and partner issues as the primary point of contact. Escalate to internal resources where necessary, and manage the process through to resolution.• Hands-on trouble-shooting and intervention to ensure a smooth launch for new initiatives and launched services.• Coordinate across multiple teams to ensure tickets are opened, being investigated and closed in a timely fashion. Show less

Responsible for tracking Outspoken campaign launches and projects, and ensuring that timelines and quality meet internal, client and partner expectations. First point of escalation for internal/external resources with respect to new and existing services. Charged with the training and development of Campaign Management personnel and ensuring that all team members have multi-level knowledge of successful industry practices.o Primary point-of-contact for partner and client… Show more Responsible for tracking Outspoken campaign launches and projects, and ensuring that timelines and quality meet internal, client and partner expectations. First point of escalation for internal/external resources with respect to new and existing services. Charged with the training and development of Campaign Management personnel and ensuring that all team members have multi-level knowledge of successful industry practices.o Primary point-of-contact for partner and client campaign-related escalations. • Provide expert-level knowledge to ensure that new/existing campaigns meet industry compliance standards. • Consistent interaction with enterprise and Fortune 500 clients and partners, such as: Verizon Wireless, AT&T, MetroPCS, Syniverse and Salesforce Marketing Cloud.o Accountable for tracking and executing campaign delivery for name brand clients utilizing all available internal and partner resources on-time, and within expectations. • Jack in the Box • Charlotte Russe • Burger King • VANS • Coca Cola • Cox Media Group • Gamefly • Salesforce Marketing Cloudo Ensure that the Campaign Management team meets/exceeds company and client delivery expectations. • Prioritization of key launches with internal resources and external partners. • Operational troubleshootingo Coordinate with sales, client services, operations and partners for large-scale objectives. • On-boarding new partner connections to expand the functionality and reach of new and existing services for Outspoken clients. • Maintain service continuity through multiple partner consolidation efforts and wireless carrier projects. Show less

Charged with the management of overall mobile campaign process from creation to launch. Each campaign requires a high-level of coordination between internal and external teams to ensure that all steps in the launch-process are completed. Responsible for managing more than 150 campaigns in 2013, and 60% of overall department output.o Managed more than $100 million in client assets through multiple connectivity, billing and structural updates.o Campaign Manager assigned to the… Show more Charged with the management of overall mobile campaign process from creation to launch. Each campaign requires a high-level of coordination between internal and external teams to ensure that all steps in the launch-process are completed. Responsible for managing more than 150 campaigns in 2013, and 60% of overall department output.o Managed more than $100 million in client assets through multiple connectivity, billing and structural updates.o Campaign Manager assigned to the 2012 Presidential Mobile Donations campaigns. • Coordinated with Director and Executive-level teams to launch the first political mobile donations campaigns in history for President Barack Obama and Governor Mitt Romney. • Provided campaign options and feedback, regarding website, terms and conditions and messaging compliance. • Formally presented all campaign-related materials to all participating wireless carriers, including: Verizon Wireless, AT&T, Sprint, T-Mobile, etc.o Developed, documented and maintained multiple internal and partner processes, which have since become standard operating procedures. • Live Campaign On-boarding • Live Campaign Amendments • Delivery of Campaign Services • Campaign De-activationo Primary for on-boarding new clients and campaigns. • Review all campaign-related materials for industry compliance, and provide feedback where necessary, in order to achieve client goals and timelines. • Coordinate with Account Management and Technical Support teams to ensure client integration. • Arrange a specific date/time between the client and external Carrier Networking teams to on-board live campaigns and reduce exposure to downtime. • Host calls between multiple client, partner and internal teams to on-board active campaigns in an efficient and timely manner. Show less