Responsible for creating the vision and strategy as well as the marketing and product development plans for Waters’ Service products and solutions across the global organization. Owner of Waters’ $900M Service portfolio, from technical product management, pricing, positioning, and marketing and commercialization activities. Leader of a global team of product management professionals.Develop, align, and prioritize overall product/solutions road map to deliver complete, differentiated solutions which meet or exceed the needs of the global market and enhance the Services portfolio.Lead product marketing, responsible for coordination of all commercialization activities and market success of all new products/solutions.Connect deeply with customers to provide insightful user needs to drive product development and define product/solution segmentation and manage global pricing. Develop deep understanding of competitor product/solution strategies, direct appropriate action to grow/maintain market share.

Direct P&L responsibility for multi-million-dollar hardware and service categories for US Retail / e-commerce consumer and small business customers. Develop and execute an overarching Go to Market strategy for category as well as value proposition and proof points for individual services and customer segments.Lead a team of category merchants, project managers, product specialists as well as an operations team of product owners, vendor compliance, and remote support and customer service associates.Launch new programs to drive better than budget programs like Total Support for PC, Furniture, and Connected devices. Scale new services from start up to national rollout, iPostal1, TSA PreCheck.Improve financial performance through automation, optimization, and tighter partner controls.

Manage a team of four direct reports and over 100 field service staff in sales, delivery, and service of a multi-million dollar business segment. Plan, design, develop, and implement enhancements to existing product and service lines. Champion the development, implementation, and continuous improvement of organizational management protocols, practices, and tools. Leverage analytics and KPIs to measure and optimize effectiveness of a dedicated work from home service department.• Serve as Chief Advocate for Technology Services, the product champion representing the voice of the customer to corporate stakeholders at district, regional, and divisional sales meetings and conferences • Built a large national team of associates and third-party providers able to deliver great customer service to over 500,000 accounts annually• Developed and launched an order management system that has streamlined the sales process, improved operating efficiency, and enhanced customer communication• Improved top-box customer service scores by 600 points and Net Promoter Scores by 250 points through the implementation of a hybrid Lean Six Sigma-ISO 9000 model that linked people, process, and technology to key performance indicators

Led cross functional teams in launching new programs and improve sales of tech products while retaining oversight of the remote and home service lines. Provided leadership to ensure that each location delivered exceptional customer service and quality workmanship. Recruited, managed, and developed service management staff. • Added millions of dollars in technology product and services revenue by partnering with Learning & Development to create and deploy a new selling pathway that built solutions based on matching customer needs with product and service benefits • Led introduction into the small and medium business market that added millions to top line sales• Launched Staples Technology Trade in program which supported tech product sales strategy as well as adding incremental sales and margin

Grew and standardized field service and technical support functions, including the creation and adoption of standard operating procedures. Designed, developed, and implemented tools, processes, performance metrics, and reporting that optimized sales opportunity and available resources.• Brought into the company to develop and grow Technical Services, Staples’ version of Geek Squad

Led teams within a $700M business unit to execute projects aimed at improving sales growth, operating efficiencies, and the customer experience. Developed budgets while managing a multi-million dollar P&L. Developed, implemented, and managed programs to increase revenue across the client base by fully integrating business development and service operations.• Took on responsibilities for ongoing operations following the successful launch of Geek Squad in 2004. Sought out and attained Lean Six Sigma Black Belt; introduced and managed continuous process improvement to grow the new business profitably as the unit scaled operations• Grew Best Buy for Business sales by millions of dollars and improved net operating profit (NOP) 15% by tightening vendor controls, simplifying order management, and re-aligning field resources to better support B2B and retail sales leaders• Improved net operating profit millions of dollars by creating a market-based labor model supported by a unified talent system. New programs produced a 7% lift in customer satisfaction index, 22% reduction in employee turnover, 20% labor productivity improvement, and 10% increase in revenue per transaction

Directed business development, strategic partnerships, and channel development through strategic planning, business case development, customer experience creation, and project management.• Recruited by the VP of strategy and business development to build in-home technical service capability, now known as Geek Squad, that generated hundreds of millions of dollars in annual sales and supported over 1000 stores• Grew domestic in-store sales to tens of millions of dollars and reduced PC repair costs by 33% by creating a capability that enabled more than 10,000 employees to perform computer repair and other services remotely 24x7• Generated millions in sales by developing a branded, whole-home entertainment product that was sold to the nation’s largest home builders: Pulte, Lennar, and Centex• Added millions in sales by establishing and developing partnerships with Verizon and AT&T