Reporting to the SVP of Product Development. Currently leading the Retail Product team and it's respective Retail Management Systems product portfolio at iQmetrix.•Supporting a team of Product Managers and Product Owners during planning and execution of roadmaps to drive the product portfolio forward through new products and improvements to existing products•Led an internal transformation resulting in a product and technology change to road mapping process and capacity allocation that brought all team plans to the forefront within the organization

Reporting to the SVP of Product Development. Established and supported both R&D and Product Operations functions within the iQmetrix Product teams. Developed full scale process’s and roadmaps for R&D and Product Operations as they were integrated within the product development process and iQmetrix business.• Launched organization wide prioritization and capacity planning models incorporating all business units and consolidating planning data to plan for 2023.• Drove renewed alignment across Product and Engineering ensuring all KTLO, new product and product enhancements that considered sales funnel, strategic tech debt prioritization and new product prioritization.• Supporting Product Marketing on an interim basis leading market segment definition, value based pricing approach and GTM strategies for new products.

Reporting to the Director of Business Solutions and Delivery. Supporting Business Analysis, Product Ownership/Management and Solutions Architecture, as it pertains to Application and Web Development at O2E.• Developed and procured the necessary partnerships (Salesforce, Deloitte) for the Field Service Management and Customer Relationship Management business transformations that kicked off in September of 2019 and launched in May of 2021• Led Project Management and Product Development as the Program Manager during the integration with Salesforce Field Service Lightning.• Contributed to the development of a capacity planning process and tools ecosystem for the delivery of projects, product initiatives and enhancements to the technology stack at O2E

Reporting to the COO of AGLC and VP of Gaming and Cannabis. Supporting Data Analytics, UI/UX and Product Management team, as it pertained to e.commerce. • Led Product Development and the establishment of the sales channel during the integration of Sitecore e.commerce and AGLC Cannabis operation.• Development of operational process and e-commerce solutions for the e-commerce team. Including discovery process with vendors and solutions roadmap for FY19• Managed third party contracts with Deloitte and System Integrator as it pertained to the e.commerce platform

Reported to the Program Manager within the IT department at Lululemon.• Supported the analysis and successful Project Delivery of Retail Zipline within the retail business• Delivered iterative improvements and enhancements to the UI/UX of the digital displays found in select retail locations

• Developed and delivered, to target, the e-commerce sales plan and operational milestones. Responsible for the management of the Digital Marketing budget and agency partners, in support of ROI targets for FY17/18.• Development of operational process and e-commerce solutions for the e-commerce team. Including discovery process with vendors and solutions roadmap for FY18.• Key stakeholder for e-commerce operations and site design during e-commerce platform migration to Salesforce providing product direction.

• Develop and maintain clear shop processes for Kit and Ace through new Showrooms and shop experiences.• Ensure exceptional execution of all operational processes for new shops through the coordination of all HQ and field partners.• Manage the New Business Opener program overseeing and assisting the field team responsible for the opening of new shops.• Maintain the development of scalable tools and processes to enable strong financial management and improved business results of Kit and Ace shops worldwide. • Initiatives include: financial management, labor forecasting, shop schedule effectiveness, budgeting, and expense management.• Provide clear insights and recommendations to shops and leadership on areas of business improvements

• Working with the Merchant Support team and Multi-Channel Logistics, monitors and provides guidance on how to manage eCommerce inventory in order to optimize stock position, minimize cross-shipments, aging inventory, Pre Order and Back Order.• Develops & maintains communication standards between eCommerce business and all parties involved in eCommerce operations. • Responsible for assisting in the development of forecasting models with the Data Analytics team in order to assist with capacity planning for our Logistics partners.• Develops and provides KPIs for different aspects of eCommerce Operations Management such as Delivery Performance, Inventory Levels, Back Order Volume, Aging and At Risk Inventory.• Works closely with the CSG, Multi-channel logistics, Customer Experience and Online Category Management teams to develop, maintain and execute processes that look to improve the Pre Order Program by way of overall customer experience, for the BBYC organization.• Data analysis and continual review of systems & processes to identify any deficiencies as well as any opportunities for improvement within eCommerce; drives change with respect to improving the customer experience, procedural streamlining, data security and overall efficiency.• Key point of contact during all major eCommerce events that impact the customer experience - collaborates with ERM team/Content/Merchandising/Public Relations/Community/Customer Experience/Legal/IT Teams to provide expedient customer resolution, specific to the Pre Order Program.• Acts on behalf of eCommerce as liaison for any internal and external parties to ensure proper implementation of new business opportunities, process or new functionality.• Key contributor in the creation of a more concentrated career development platform that will be rolled out organization-wide. The program looks to further develop employees in their current roles, as well as expand on potential career opportunities.

• Responsible for working closely with Customer Solutions Group, Multi-Channel Logistics and Online Category Management teams to develop, maintain and execute processes that enable BBYC to remain a market leader within the Entertainment market and grow customer satisfaction scores as it pertains to ordering products online.• Maps out and manages inventory receipt to shipment process ensuring end to end delivery for customer while eliminating present and future pain points. • Provides analysis and recommendations to the business in regards to the customer escalation process and customer experience. • Develops and maintains communication standards between eCommerce business and all stakeholders involved in inventory management, receipt and shipment.

• Responsible for all aspects of Web receiving including direct from vendor shipments. Plans and collaborates with the fulfillment partner and the Customer Solutions Group (CSG) the inbound plan as it relates to New Releases, Seasonal planning including Cyber Mondays and Boxing Week.• Responsible for developing and executing the new release plan with the Web Online Category Managers (OCM), CSG Inventory Analysts and our Fulfilment Provider , providing key dates, forecasts, actual order volume and expected receiving/shipping dates in order to hit the title street date. • Manages all Fulfilment exceptions and communicates to all key stake holders any potential delays along with expected impacts.• Works with our fulfillment partner to ensure the receiving process is completed within established SLA’s. Plans, and communicates key dates to Fulfillment Partner and the CSG related to seasonal receipts planning for Cyber Monday, Boxing Day/Week and also for new releases. Responsible for all aspect of updating product receipts on the Web, via our own DC or directly from our Vendors.• Responsible for the monthly call-back process for the Web, working with the Inventory teams to call back aged inventory while communicating volumes to our fulfillment partner to ensure the appropriate labour planning is in place to hit the established return dates. • Adjust/Maintain Countdowns for both WG & BG and Bundles as required by the Web team to support online sales events.

• Provided SME level knowledge to team members in order to provide an established baseline to assist with complex client issues. • Co-designed a new career path platform by building a comprehensive learning guide specific to individual career paths. (Business analysis, Human Resources, Project Management etc.). The guide utilized current learning opportunities provided with TELUS partner SkillSoft. • Successfully mentored a newly formed group into a high performing escalation team at the national level by quickly developing leadership within the group and leveraging that leadership to create a knowledge share platform for the rest of the team members.• Designed and delivered executive level summaries for various reporting requirements• Managed the day to day KPI metrics of upwards of 20 team members by creating detailed performance reporting and holding regular performance reviews to discuss current and past performance• Responsible for full cycle recruitment of new Escalation Managers, from procurement through to offer letters• Achieved a 93% team member engagement score as measured by the AON Hewitt engagement survey during a period of immense change to the customer escalation process.

• Designed future business process based on requirements of the stakeholders involved (Customer Care, Technician Deployment and ANT) • Held multiple cross functional meetings to socialize the teams concept and ensure stakeholder engagement during the planning and early implementation phase• Defined scope based on stakeholder requirements, ensuring adoption of new business process was feasible while maintaining required level of impact to the business and customer. • Designed and delivered comprehensive training material to the newly established team focused on customer relationships, business process and ordering systems.

• Designed and delivered training material specific to order fallout. How to recognize specific application issues, where to correct them and which teams to alert. • Worked with multiple stakeholder groups to create resolutions to high impact client request fallout (Customer Care, Technician Deployment, Business Transformation, Technology Assignment). Defined current and future process modes of operation by gathering requirements and defining scope. • Managed upwards of 20-100 client relationships at any given time. • Rotating responsibility to prioritize and distribute incoming workflow of 200+ client issues per day to escalation managers.• A leader and change agent within the group, often looked to to provide insight on present and future modes of operation within the escalation management team.

• Designed training material that took major order fallout resulting user errors and their subsequent fixes and communicated them to front-line teams in Alberta (Edmonton, Calgary call centers)• Performed Root Cause analysis within multiple applications using a residential order fallout database, in order to provide information necessary for application change requests • Prime analyst for residential TV order fallout at a front-line level. Liaised between multiple stakeholder groups in order to investigate and resolve order fallout.