Lead a team who owns the end-to-end consumer journey from when a consumer encounters an issue to resolution.Manage all go-to-market readiness activities across Consumer Experience to ensure SIE Staff and Agents are prepared to support and understand changes to the platform, new products, and new games.Identify consumer friction points, and act as the central global point of contact with Product, Engineering & Business teams, sharing the impact and championing change that leads to improvements in the consumer experience. Establish processes & drive efficiencies that change CX practices to improve the customer experience while deflecting contacts

Lead a team of four Program Managers responsible for driving all customer support for PlayStation digital content (games, vouchers, video, live events) and subscription services (PlayStation Plus, Vue, and Now), with a focus on readiness programs for marquee game releases, new features, expansion of new devices/clients (Roku, Amazon Fire, Apple TV, etc.), and promotions. ● Accountable for end-to-end customer journey for over 1.7M annual contacts related to game, video, voucher, and subscription services.● Responsible for creation and continuous improvement of customer-facing support materials including self-service tools, articles, videos, etc. that provide optimal consumer experience and deflect costs. ● Designed and continuously audited agent facing processes, training, and support materials. ● Oversee contact center vendors to ensure they deliver to Playstation’s customer success KPI’s. ● Provide business team with consumer insights that result in improved consumer experience and more scalable support solutions. ● Lead Consumer Services change management efforts for new PS4 system software.● Provide oversight for agent quality and training across all PlayStations lines of business for ~700 agents.

Provided strategic and operational direction to ensure internal customer service and outsourced contact centers were prepared for new PlayStation products (PS VR, PS4 Pro, et al.), services, and feature enhancements. Led cross-functional team in developing project plans and creation of support materials (Article, FAQ’s, Videos) used to educate consumers and to train thousands of internal agents. ● Led all PlayStation Vue support activities which included explosive launch through device and feature expansions.● Evangelized redesign of PS Vue service features for identifying “home location” in order to reduce the impact on customer support and subscribers. Location error contacts reduced from 49% to 15% of all contacts. ● Onboarded new contact center resulting in 20% improvement in the Customer Satisfaction (CSAT) score.● Drove PlayStation VR support strategy in the first globally aligned launch. Led development of a single set of public-facing support content and training materials and trained other regions in use. ● Managed PlayStation Support site with 38M page views annually for Americas (English, Spanish, Portuguese).● Avoided $4.8M in support costs annually by improving self-service options and deflecting 13% of support site visitors. ● Scaled content publishing to enable all SMEs to write content.● Oversaw production and development of 300 internal and public support articles and 25+ support videos and GIFS that gained over 1.5M views.

Support World Wide Studios (WWS) production groups and their 45+ accounts and 1300+ titles annually through parental age ratings, cultural review, technical certification, and release processes. Led eight release and compliance managers across two campuses in ensuring the integrity of all releases. Constructed and managed ~$1.5M department budget.● Averaged 93% first-time pass rate through QA certification from 2010 - 2015.● Led redevelopment of release processes for PlayStation 4 and Vita resulting in on-time delivery of launch-window titles.● Established and managed PlayStation Mobile iTunes (iOS), Google Play, and Amazon AppStore (Android) publishing accounts.● Selected to a committee focused on eliminating redundant functional testing that was also performed by publishers and refocusing on compliance-based testing for Sony certification. Reduced operational lead times from 18 to 7 days.● Oversaw consolidation of leadership to a Global Release Manager position to reduce redundancy and improve communication globally.● Received highest approval rating for service within our division (97%) from internal accounts in 2013 and 2014. Achieved 96% staff engagement and 94% management approval rating from staff in 2013 company survey.

Supported release of 300+ titles annually by managing a team of release and compliance managers responsible for navigating approvals by internal QA, Entertainment Software Rating Board (ESRB), and final deployment. ● Oversaw development and delivery of training curriculum to 500+ game testers. ● Successfully proposed and led reorganization of Project Management group to focus on Release Management. ● Rebuilt processes for PlayStation 3 hardware launch resulting in on-time delivery of launch-window titles.● Facilitated release management executive briefings for SCEA PlayStation 3 and PlayStation Network launch titles.● Adapted processes and release plans during the transition from traditional physical manufacturing to digital distribution. ● Streamlined parental rating approval requirements for internal producers, reducing their preparation time by 60%. ● Organized QA summits to strategize consolidation of QA department from three regional teams to a singular global one.

● Supported 90+ projects annually to gain approvals from Entertainment Software Rating Board and internal QA groups. ● Led a team of three project coordinators and one trainer. ● Oversaw training delivery to contingent testers. Coordinated QA milestone tracking.

● Prepared and submitted materials for review by QA and ESRB. ● Distributed defect reports.

● Oversaw team of 15+ contingent Game Testers. Constructed Test Suites.● Project Lead for Emperor’s New Groove - Led staff, built custom test suites, reported risks