Designed and built out the function and role, establishing the vision for the Product User (approximately 600K retirees) and Agent experience (up to 2K health solution agents). Managing performance of a 10-member team including Senior Product Managers, HTML Developers, Senior UX Designers, Product Managers and Analysts with responsibility for the annual digital budget.• Creating, managing, and socializing the 12–18-month roadmap supporting key business objectives with the leadership team, product team, and cross-functional partners• Building a digital renewal program to improve customer experience, targeting a 25% cost savings annually, equating to $10M saved by reducing calls coming into the call center and labor costs• Plans to expand this to other insurance lines such as dental, vision, hearing, life insurance, et al• Championing diversity in hiring, training, and promoting to ensure an inclusive workforce, personally mentoring product analyst team members to grow in skills and responsibility • Leveraging Google Analytics, Tableau, Microsoft Teams, Microsoft Dynamics, Azure Dev Op (ADO), and Visio to create a delightful customer experience

As Senior Product Manager of the Product Solutions & Strategy team for the Retire Solutions division, was responsible for critical features on the retiree exchange website, including ancillary product offerings, enrollment application, electronic signature, and Health Reimbursement Account (HRA). Also overseeing the digital roadmap and customer experience. • Supported company's critical digital asset, which drives $5M in annual business unit sales• Product Manager for shopping cart, enrollment flow, electronic signature, and ancillary products • Advanced goal to reduce enrollment time through user feedback, working with Aon legal and Compliance departments to ensure enhancements meet requirements; successfully shaved up to three minutes off enrollment with goal of increasing self-service year-over-year by 5%• As part of the Agile Transformation program, was recruited by the Executive Team to lead a Phase 3 implementation of the Aon Retiree Health Solutions website redesign; using scrum methodology, reduced implementation time by two months, including training teams to go live• Product Manager for multiple projects, including several call center solutions, enhancing lead qualification process for inbound call center cutting talk time by 50%; establishing a new partner channel, working closely with channel leader and solution architect to design/build a new feature, develop landing pages, file integration, and Adobe Marketo email campaigns • Business Owner for a strategic build for Consumer Acquisition Program, partnering with channel leads and Aon Retiree Health Solutions leadership to develop a roadmap for consumer acquisition channel• Developed user stories through partnerships with cross-functional teams, including Research, UX, UI designers, technical product developers, and stakeholders• Mentored and trained junior product managers and scrum team members

PROJECT/PRODUCT DEVELOPMENT MANAGER | April 2013 – APRIL 2018 In this scrum development Product Owner role was responsible for defining the vision, goals, and execution for development projects, connecting users to technology by proposing end-to-end solutions across two platforms – internal licensed agents/back-office operational users (MS Dynamics) and frontend users. Managed the product backlog, prioritizing and mapping changes with product evolution. • Converted backend and frontend platform from a proprietary platform (Ruby on Rails) to MS Dynamics and .NET, allowing for fast growth of clients for Aon Retiree Health Solutions; created a new data model, internal/external user flows for agent licensing and appointment management products• Interacted with Aon Retiree Health Solutions clients and users to evaluate the usability• Trained end-users on enhancements • Participated in roadmap planning

Supported the expansion of the Aon Retiree Health Solutions sales center footprint, overseeing IT strategy, implementation, and functionality supported the growth of the center for all users and agents.• Managed IT needs for scale-up from 20 to 500 agents, ensuring proper platforms, training, standardization, and objectives were met to support the growth of the center, establishing a common understanding of expectations in accordance with the Project Management Office (PMO)• Responsible for changes to project scope, schedule, and costs using verification techniques to continue forward momentum on timeline and benchmarks • Measured project performance to monitor the project progress, identifying and quantifying any variances, perform required corrective actions and communicate updates to all stakeholders

Oversaw multiple key client relationships for a national leader in outsourced customer service solutions, focusing on client satisfaction and growing business. Responsible for contract initiations and renewals and providing essential metrics to support business decision making. • Established attainable service level standards to ensure continued client satisfaction and forge collaborative business partnerships• Drove increasing revenues with volume exceeding $20M annually at the end of tenure, after growing the initial business by $1M+ annually

Directed implementation and delivery of Health & Welfare Administration technologies for the Employee Service Center, ensuring call center delivered on contractual goals as agreed to in the MSA and SOW. Identified trends and process gaps, working with clients to develop solutions, and assess future risks.

Managed launch of a near-shore (Montego Bay, Jamaica) 100-seat call center, overseeing a 6-member team of Implementation Analysts responsible for the delivery and system administration for the Employee Service Center.