Jillian Moss Email & Phone Number

Kirkland, Wa, Us

Renton, Washington, United States

- Run the College & Career Center, advising 1400+ students on all College & Career Readiness activities- Program manage 15-20 yearly events, including field trips, fairs, workshops, presentations & trainings- Maintain deep subject matter expertise in college planning, career exploration & dual credit programs- Completed center website redesign from scratch: Research/analysis, information architecture, navigation, content & testing

- Managed a team of 5 product managers responsible for eBay’s online customer help content and services- Provided 5M+ weekly visitors with online help that anticipates, predicts and addresses customers’ needs- Aligned resources to execute against quarterly roadmaps containing 40+ different eBay.com projects- Collaborated with leaders within and outside of eBay’s Customer Support Technology team to align priorities and plans

Greater Seattle Area

Delivery highlights:- Online customer accounts & self-service: Launched suite of online self-service features, allowing customers to bypass an agent, resulting in 200K+ yearly online policy changes via 130K accounts- iOS/Android mobile apps (Go PEMCO): Introduced the company’s first mobile apps; offering all online web capabilities with new features exploiting mobile device capabilities- Employee claim portal: Used 24x7 by 200+ claim handlers; replaced inefficient, disparate systems with a single, optimized claim file; automated payment of 100K+ yearly claim payments- Complete website redesign (customer, employee and agent sites): SharePoint upgrade, new information architecture, UI/UX, and modernization/sunset of all embedded apps/servicesProgram management | Translated executive vision into roadmaps for brand new digital products; accountable for the entire lifecycle of projects and personally project managed all major initiativesProduct management | Established product vision, lead discovery using research and analytics, governed scope/feature priorities and MVPs, established KPIs, conducted user reviews & measured success People management | Lead a cross-functional delivery team of direct reports (2 product owners, 5 developers) and indirect reports (architects, designers, testers, BI analysts); responsible for hiring, performance management, calibration, and employee growthStakeholder management | Built trusted relationships and effective partnerships across IT and business areas; communicated product vision, ensured organizational alignment, authored project charters, & regularly shared status updates and product demonstrations Project execution and delivery | Established agile processes, coordinated with upstream and downstream application owners, identified resource needs, managed risks, issues and dependencies, orchestrated releases and initiated training, communication and user adoption campaigns

Greater Seattle Area

Delivery highlights:- Sales & service system | Used by agents/customer service for all sales & servicing of existing policies- Customer information file | Master system of record for all client data- Automated underwriting system | Automated 90+% of policy underwriting processes- Online customer Auto policy purchase | 1st generation customer-facing online sales platformAgile Transformation | Introduced agile development to the company, including physical room set up, resourcing and hiring, on-the-job training, and evangelism/adoption with business and executive areasPortfolio Management | End to end ownership of multiple cross-functional projects, including product definition, roadmap planning and resource planning; Directed the work of 3 agile teams (50+ people) Project Management | Used agile project management knowledge, skills, tools, and practices to ensure that projects generated successful outcomes and the teams were highly engaged and productive; managed business operational deployment, including communication, training, incentivizing and measurement of user adoption

- Created web-based systems, used by community agents nationwide, to sell & service insurance- Pioneered agile development methodology (XP); Also executed using hybrid (agile/waterfall) approach- Largest project $2.6M; Largest project team 70 people- Technically complex projects requiring simultaneous mainframe, middle-tier and front-end work- Managed resource allocation for teams ranging in size from 5 to 70 people- Involved in future portfolio planning and annual employee performance review cycle

- Partnered with business customer to understand needs, define scope and document requirements- Designed wireframes for new system pages/features- Defined business rules in code-based rules engine- Communicated requirements to software developers/test engineers

Mba, Business Administration

Activities and Societies: Beta Gamma Sigma Business Honors Society - Top 10% MBA (’04)

Ba, Business Administration, Management Information Systems

Activities and Societies: Honors Program, Beta Gamma Sigma Business Honors Society - Top 4% Biz School (’98), Phi Cappa Phi Honor Society.