Led and successfully implemented the first end-of-life program for first generation hardware, balancing the financial impact of membership churn, upgrade offers, and security risk against member satisfaction and PRConducted Extended Warranty price elasticity testing resulting in new protection plan pricing that maximized conversion on entry level hardware and profitability on premium hardware, with a net positive financial impactBuilt a new long-term membership strategy in partnership with the Consumer Insights, Marketing, and Product teams. Detailed recommendations for usage tiers, loyalty and engagement, and VIP programsP&L responsibility for Extended Warranty and temporary responsibility for Accessories during 2023 peak season, shaping promotions and bundles for the broader hardware business and exceeding financial targets

Held P&L responsibility and product strategy for the global Warranty and Extended Warranty businessesRebuilt the Extended Warranty/Protection Plan product to industry-leading standards, new T’s and C’s, pricing, coverage terms, ADH, marketing, etc., increasing eCommerce conversion rates by 1000 bpsEstablished and refined business reporting processes and rhythm of the business activities, partnering with Data Science to bring meaningful insights, highlight opportunities, and celebrate winsNegotiated contract extensions and pricing for new products and services. Completed successful RFP and implemented new extended warranty provider in Germany, navigating a complex compliance framework

Accelerated the growth of a mature business unit from $300M to over $500M annually within 2 years through expanded subcategory coverage, price optimization, new product introduction, and CX enhancementsNegotiated high value contracts for new products and extensions for existing lines of business at favorable terms. Onboarded a second preferred provider through an extensive RFP process to retain pricing powerOwned P&L for the U.S. Extended Warranty business, leading product development and driving the tech roadmap with a dedicated tech team participating in daily standups and all prioritization discussionsDrove performance metrics development, MBRs, QBR inputs, annual OP1 and OP2 planning, all vendor relationships and negotiations, and relationships with internal category teamsSuccessfully conducted experiments and utilized weblabs to measure price elasticity, conversion rates, overall revenue, and downstream impact to inform decisions on pricing, placements, merchandising, etc.Special Project - UV, COVID-19 TestingRecruited by senior leadership to join a cross-functional SWAT team to rapidly launch COVID-19 testing for frontline associates. Effectively cold called labs with testing capacity, and closed 3 within 2 days, executing a first of its kind agreement within 5 days. Transitioned to implement and manage the launch partner, University of Washington Virology Lab, and owned all aspects of that relationship until rotating back.

Managed relationships with the Merchant Fulfillment Network’s largest and most strategic carriers. Negotiated new agreements, expanded services, and brought value to Sellers and Customers in the form of new shipping options and lower prices.

Selected to lead a large, diverse, cross-functional project team to support ~$100MM kitting business through ERP conversion, standardized costing and pricing models, developed financial reporting, commercial strategy development, and simplified processes.

Owned P&L of standalone third party logistics business unit within Veritiv Corp with over $100M in revenue. Freight brokerage, multi-location storage and fulfillment, and supply chain technology services. Directly managed a team of 35, including inside and outside sales, account management, project management and managed services teams. Direct accountability and supervision of all RFP responses and contract negotiations, including the development of pricing, profitability and financial models.

Managed Outside Sales and originated a new Inside Sales and National Accounts team within the rapidly growing Logistics Solutions organization. Generated a strategic plan, recruited team members, developed performance metrics and led the team to success. Focused on professional development of the team, advancing team members throughout the organization and creating a pathway for high performers to grow within Veritiv.