Manage and coach the LGE Digital Product team of analysts and product owners Lead concurrent cross-departmental roadmap initiatives: • multiplatform SSO• perpetual lending• instant account verification (IAV)• account aggregation• token app 2FA (TOTP)• secure live chat augmented with informational AI• M&A transformation activities following acquisition of Greater Community BankPartner with internal and external development teams to deliver right-sized solutionsConduct buy-or-build analysis and provide digestible recommendations to leadership Establish redundant product ownership for critical business continuityOversee digital banking product implementations across several lines of business including Cybersecurity, Risk and Fraud, Lending, Mortgage, and PaymentsImplement project standards based on Agile iterative methodologies, such as stand-up and retrospective ceremoniesDefine project scope for executive and technical audiences to ensure alignment from strategy to executionPartner with Digital Support and Operations to transform quantitative and qualitative member feedback into a quality user experienceDefine objectives and metrics for strategic planning with IT leadershipReduced fraud losses by over $100k quarterly

Acted as product owner for integrations in the Carvana registration, title, accounting, and Customer Experience departments, overseeing design and development of: • End-user enrollment in electronic notary systems • Integrations to third-party vendors to submit and receive real-time updates on both digital and physical vehicle registration documents• A net-new b2b platform for vendor partners to handle b2b2c vehicle registration and b2b invoicing of vehicle registrations, consisting of database, API, monitoring, backend, user interfaces, user workflows, security, user roles, and user managementEstablished and maintained a collaborative software roadmap, prioritizing by cost-per-unit savings to align with company strategy, operational needs, and tactically significant business metricsEstablished team working agreements such as development workflows and corresponding Jira workflows, Scrum and Kanban Agile ceremonies, definition of done, and responsibilities per job titleAided adjacent P&E teams with processes and documentation strategyWrote PRDs to outline and justify initiatives to company leadershipPresided over Agile team ceremonies such as backlog grooming, sprint planning, team demos, roadmap discussions, and sprint retrospectives, project and launch retrospectives, refining processes iterativelyMaintained relationships with technical and operational personnel at vendor-partner organizations to ensure mutual business needs are met and to coordinate rollout of new servicesWorked directly with end users to capture QoL improvementsGenerated documentation for users and stakeholdersSupported troubleshooting issues found internally and by vendorsWrote and prioritized user stories and acceptance criteria for all levels of application and integrationsPerformed data sanitization and bulk updates on CRM system for consistency and accuracy of operational informationReduced Cost per Unit (CPU) by over $16 for $1.5-2.9 million in quarterly savings

Acted as product owner for all new integrations to the Q2 Gro account opening solution, overseeing design, configuration, and development of:• Automatic end-user enrollment in external online banking systems• Updates to integrations with Q2's in-house online banking system• Applications to external LOS (loan origination systems) • Real-time loan decisioning• Integrations to new banking core systems of record• Migration to a new internal middleware for interacting with banking cores• SAML-based SSO (single sign on) for users of Q2 Gro's administrative portal• UI/UX changes to Q2 Gro's administrative portal• Streamlining process of assigning user entitlements within the Q2 administrative portalOther accomplishments and responsibilities• Defined standard features to be implemented across all roadmap adapters, working with a developer to preemptively assign estimate ranges on a per-feature-per-adapter basis scaling for complexity• Documented technical processes surrounding the generation of NACHA payment instruction files • Prescribed new configuration solutions to meet client needs without impacting other clients on the platform• Maintained ongoing relationships with technical personnel at financial institutions and fintech partners to ensure client business needs are met• Owned the interface between a new business account opening solution and Q2's core adapter layer• Supported troubleshooting of issues found internally and in client's user acceptance testing• Compiled and report on metrics regarding market penetration to reveal opportunity and inform roadmap priorities

Defined use cases and acceptance criteria from client and end user needsCreated developer and user documentation for a new B2B2C banking apps marketplace platformPerformed project management for several feature-based development teamsEstablished standards for internal and external documentationCreated UX flow diagrams as rubrics for development and testingCoordinated daily with international development and QA teamsManaged documentation scope and deadlines for documentsEstablished a formal Agile development roadmap process

Performed responsibilities previously covered by both YoungCopy writersWrote or maintained developer, installation, hardware, and support guidesWrote compliance documents to earn Ingenico’s first PCI E2EE certificationAssisted with establishing and revising documentation roadmapTrained new technical writer in SOPs and products, delegate tasksSpearheaded documentation for rollout of upcoming flagship products

Established company knowledge base for end-to-end client documentation by studying product, implementations, and client needs and pain pointsCreated articles and quick reference guides for self-serve implementationsTrained and supported clients on our product remotely and in personWrote an algorithm to remove guesswork from hardware provisioningAssist company graphic designer in creation of marketing materials and instructional product aids

Learned proprietary software and communications for PIN pads and POS systems from overall process flow down to packet-level communicationsWrote and edited developer documentation via research and collaboration with QA, dev, and engineers Improved flowcharts and other visuals for quality and usability