Born on the Louisiana Bayou, Tigeraire is a 🚀 tech startup focused on enhancing human performance, safety, and comfort to adapt to a changing climate.Key accountabilities as COO:- New products: develop consumer electronics hardware and SaaS software strategy & delivery- eCommerce: transform DTC presence & merchandising, and drive funnel/conversion optimization- Marketing: define & execute strategy, segmentation, targeting, positioning, pricing, content development- Operations: lead sales forecasting, order management, sales support & customer service

Helping organizations uncover customer/user insights, define product strategy, and test & learn their way into scalable products that users love.- Product kickstart - OKR and KPI development- Team coaching- Leadership workshops- Org design & planningClients include early and growth stage startups as well as established firms in the fintech, healthcare, and consulting industries.

Secure digital payments pioneer, accountable for innovation of new digital payments products and foundational capabilities to help customers securely and conveniently spend across physical and digital channels.Key wins:- New products: Lead design, development, launch, and scaling of products for effortless ecommerce, including Google Autofill (partnership with Chrome & Android teams).- Customer resiliency strategy: Define and deliver products that allow Fraud and Servicing organizations to improve automated decisioning and customer care across the cardholder transaction lifecycle, driving value in the form of reduced customer spend attrition as well as fraud loss avoidance and other operating expense savings. - Digital transformation: Author and align stakeholders to a future vision for destination payments capabilities based on industry and customer trends. In concert with a broader company effort, define strategy to transform systems and streamline capabilities to reduce risk and operating expense.- Payment tokenization expertise and evangelism: Articulate the strategy, economic drivers, trends, and mechanics of the industry shift to payment tokenization, to define future opportunities to compete in a crowded marketplace.

Introduced user-centric product management to a startup fintech attempting to disrupt retail point-of-sale finance.Notable wins:- New lending products: Led design and pilot launch of the company's first Prime+ loan product, offered at physical retail locations- New channels: Designed a new eCommerce checkout finance experience, achieved consensus on a vision & strategy for a dynamic application experience to be customized to the applicant, and helped land our first eCommerce retail partners- Product optimization: Developed a set of features and capabilities to improve the core lease-to-own originations UX by driving massively more transparency into company practices and consumer obligations- Stewardship: helped guide the company through the COVID-19-induced economic crisis by managing a temporary originations shutdown, followed by re-entry coupled with numerous product changes designed to improve underwriting quality, profitability, and customer resiliency- Product practices: Introduced a product vision, durable product teams, Dual-track Agile, OKRs, discovery, prototyping, experimentation, demos, product prioritization methods, and a host of other product and user-centric practices to the company

Led product strategy to help transform CarMax from a walk-in centric retail store sales model to a digital omni-channel retailer capable of nation-wide fulfillment via curbside pickup and home delivery.Helped establish and continuously improve on an entirely new sales operating model leveraging several large Customer Experience Centers staffed with inside sales personnel. Led delivery of associate-facing software experiences including: - Contact center management software for prioritized routing of the right contact (phone, web lead, web chat) to the right associate at the right time, supported by industry-leading workforce management and quality management capabilities (NICEinContact) - Optimized CRM console experience to help associates consistently progress customers remotely to a transaction, and to manage their book of business (Salesforce.com) - Field service deployment capability to help retail stores seamlessly prepare for and fulfill on customer promises for home delivery, express pickup, and test drives (Salesforce Field Service Lightning)Key results: - Stood up contact center solution suite in record time (1/2 the typical time estimated by vendor partners for implementations of this size/complexity) - Onboarded multiple successive waves of sales associates and retail stores across 3 entirely new contact centers with minimal issues and continuous improvement along the way - Achieved an effectiveness/efficiency improvement trend, through technology investments, that put us on track to quickly surpass the results of a much more tenured set of inside sales associates who were operating on a different technology stack

Accountable leader of Capital One’s suite of Customer Controls platforms, a set of capabilities that includes cardholder-defined spend controls, secure payment credential issuance, and real-time alerts. Led product strategy and delivery of the ToR payment credential issuance system capable of provisioning 1x use and persistent, domain-controlled payment tokens, or virtual card numbers, for a variety of customer experiences. Products delivered include Eno virtual numbers. Led product strategy for a spend controls platform that allows cardholders to block or set limits on how their account can be used for spending purposes. This was the first Capital One initiative to intervene in the payment authorization path for decisioning purposes. Products delivered include Lock My Card and Fraud Unlock. Led product strategy for a cloud-based realtime digital alerts trigger engine, consuming streaming authorization and event data. Delivered the Controls suite as a set of product platforms, onboarding multiple product development teams to integrate with the services. Observed in-market results include massively increased consumer spend, reduced opex due to incoming fraud and customer calls, faster inbound payments, and increased customer digital engagement.

Responsible for product and customer management strategy within the Small Business Card unit.Led development of digital servicing products to make Spark cards easier to own, as well as to integrate them much more deeply into customers’ business operations. Products included multiple ground-breaking tools to manage employee spending & account administration, as well as expense management reporting and insights products. Launches had a significant impact on net promoter scores and greatly reduced service call volume.Pioneered online banking credentials for non-customers, establishing a vision for tools to allow customers and their family or employees to co-manage spending power and gain visibility into finances.Led SB Card technology organization’s evolution to an Agile software delivery model, and transformed tech delivery teams from a software platform-based orientation to one focused on strategic products. Conceived of and led reinvention of agent servicing strategy to build out service organization solely focused on business customers, including “Spark Elite Servicing” organization dedicated to our heaviest spenders with proactive contact strategies focused on maximizing cardholder “uptime” and driving cardable spend. The strategy had major impacts on cardholder spend volume & promotership, and considerably reduced average call handle time.Led proactive and reactive rewards strategies, driving increases in customer spend and advocacy by selectively upgrading key customer segments to our flagship rewards card products. Also led portfolio upgrade to Visa Signature Business products, doubling expected strategy NPV by negotiating a series of agreements with Visa to boost customer eligibility.Helped lead the introduction of a new small business brand, Spark Business, to the world, including overhauling the entire brand and product marketing mix.

Role was to transform Harkness, the world's largest manufacturer of cinema screens, into a world class sales & marketing organization by creating integrated marketing programs, building strategic customer relationships, initiating industry partnerships, and developing new products & markets. Key accomplishments:- Overhauled the web experience and digital toolset, and delivered company's first multi-channel integrated marketing campaigns using traditional, direct, OOH, digital, and earned media- Initiated exclusive sales/marketing partnership with a leading cinema technology provider- Developed long-term deployment financial models to help maximize customer returns on capital investments while simultaneously managing their spend- Led, managed, and coordinated efforts of 4 external marketing agencies (creative, PR, web design,exhibition design)

- Functioned as internal agency Group Account Director with primary mission to direct the development and execution of multi-channel sales & marketing strategies for each of Circuit City's lines of business (entertainment, technology, imaging, content, and services) by leading cross-functional teams including Merchandising, Retail Sales, Advertising, Direct Marketing, Research, and external agencies. - Owned the Category Advertising and Marketing process and oversee the analysis and interpretation of consumer and competitive research to drive differentiated product/service propositions.- Served on executive Brand Council and Marketing Leadership Team.

- Led the Technology & Imaging category marketing efforts by developing and implementing multi-channel sales & marketing strategies, working with Merchandising, Marketing, Sales, and other key functions.- Developed Circuit City's first truly integrated multi-channel marketing program for 2007 Back to School season.

- Directed product strategy for ultraportable notebook PC segment of IBM ThinkPad lineup. Responsibilities ranged from defining design concepts to building technology roadmap strategy to delivering, launching and managing new products.- Developed and executed product strategy for ThinkPad brand software differentiators including Rapid Restore PC data recovery software and Access Connections client network management software. Also managed related hardware and services offerings- Created multiple business development and sales enablement programs to drive sales of wireless networking products, laptops, and tablet PCs- Recognized leader selected to serve on executive advisory committees chartered to improve marketing strategy, communications, and product portfolio feature mix.- Awarded US Patent 7,705,837 for Tablet PC pen design

Performed product analysis for a variety of software implementation and data integration projects.