User Experience Program

 Leading the Business Relationship Management (BRM), Product Development, Program Management Office (PMO), Vendor Management, Systems Integration, Operations, Quality Assurance, Application Development and Release Engineering functions for Arbonne International, providing business and technology leadership, as well as direction for strategic initiatives and driving transformation and innovation across multiple disciplines Driving strategic solutions for Arbonne’s market growth and global expansion including replatforming and Service Oriented Architecture (SOA), mobile, cloud (Amazon Web Services (AWS)), Business Intelligence (BI) and user experience initiatives Responsible for balancing business and technology needs to accelerate Arbonne’s growth worldwide across multiple channels Building and implementing enterprise class, high performance consumer-oriented internet application software and system products as well as transactional enterprise software systems Built Arbonne’s development and QA strengths by leveraging global sourcing, and aggressively changing the organizational culture from one of maintenance mode to results-oriented project delivery to improve margins; building team analytical, problem solving and decision making capabilities Worked in close collaboration with senior Leaders in various functions to develop, maintain and improve maturity levels of business continuity planning Led the evaluation of software vendors/partners targeted for possible integration into the systems environment, including strategic applications tools and utilities Partnered with the Brand Marketing team for successful integration and program development coordinated into the site for deeper consumer engagement and to take that engagement to the next level by understanding the needs and expectations of the online, multi-channel and offline consumer

Strategy

 Drove strategic solutions for Expedia, Inc's market growth and global expansion Led the world wide effort to integrate business and technology for two corporate travel companies globally and create a single global platform for Expedia's Corporate Travel Company, Egencia Managed the world wide consolidation/integration of Hotels.com to create a single Hotels.com team and platform within 18 months, at a project cost of $25MM, saving $20MM annually with payback under two years Led both domestic and international e-commerce teams to execute operational and marketing strategies to drive traffic to websites with accountability for key performance metrics and return on spend Led cross organizational teams of over 600, including 64 project managers, across Hotels.com, Expedia Affiliate Network, Expedia Technology Services, Venere.com, Hotwire.com, and Egencia.com to enable faster time to market with one global team (business and technology) on one global platform Improved web site performance, Single Domain (SEO) optimization, site features and re-engineered the Welcome Rewards loyalty program to save $10MM accrual per year Enhanced back office functionality with a new Order API and consolidated data warehouse Consolidated customer service teams and toolsets Migrated and consolidated datacenters eliminating legacy systems and leveraging shared resources Managed outsource vendors and teams across Hungary and China Led the effort to outsource testing to China, saving the company $5.8MM annually  Increased developer and tester efficiency, code quality and Sox compliance across Expedia, Inc. lines of business through implementation of productivity tools: test automation, SOA test, static analysis, code coverage, unit test and test case management, as well as implementation of best practices and code review processes, thus reducing live site downtime, release cycle time, labor and maintenance costs

Provided Program Integration and Project Management leadership for the new 787 Airplane e-Enable Program including multi-year roadmaps, financials and resource planningLed a cross-organizational team to design and build business cases for compelling, competitive benefits, pricing for services and productAnalyzed competition and clients and tracked industry trends to identify new products, service and fee opportunitiesManaged the Integration Test Lab for the 787 Ground Systems; built the lab from scratch including securing a facility, facility design, equipment specifications and procurement, hiring and managing resources, schedules and key lab processes and proceduresEstablished program reporting mechanisms to measure and track project deliverables, milestones, dependencies, risks, issues and financials for multi-level management and stakeholdersBuilt relationships across Boeing to leverage the integration lab for customer demos and field service representative training, and to leverage other labs in cross testing and integration troubleshootingWorked with the Business Requirements team to define user requirements, create new e-business work processes, business scenarios, use cases and models, define business rules and quality criteria, select and implement workflow management toolsBuilt cross organization and airline customer relationships by organizing and leading working together teams and customer workshops to better understand and work through business challenges that evolved due to moving from very manual processes for software and data distribution to an e-enabled environmentDrove and implemented a Configuration Management process to manage software and hardware changes to the Integration Test LabImplemented a Change Management process using ClearQuest  Managed program schedules including testing cycles, deployment prep, lab demonstrations, client visits, management meetings and key stakeholder workshops

Oversaw a program of 104 cross-organization project initiatives with multiple project managers, technical architects, business analysts, 3rd party consultants and off-shore developers to design and implement multiple finance applications and system optimizations for GE’s Corporate Treasury Managed a global team of 20 across the US, Mexico, Spain and IndiaDefined, implemented and managed a Project Management Organization (PMO) including resources, processes, standards, metrics and reporting proceduresActively mentored team on project management methodologies, business logic and interface design to deliver effective, efficient, scalable, stable, secure and supportable applications for our global customersMet with customers in India, Japan, UK, Spain, Mexico and the United States to define opportunities, create value, resolve issues and gather feedback and metricsManaged vendor relationships, contracts, statement of works, service level agreementsDeveloped and successfully executed on strategic roadmaps to upgrade key platforms, implement cost saving optimizations, disaster recovery capabilities and Sarbanes-Oxley controls

Led a team of 32 responsible for customer facing web/ecommerce, call center, telephony, billing and member enrollment applicationsCreated and oversaw strategy to expand online brand awareness to enhance “Best-in-class” reputationDesigned, implemented and optimized online marketing programs to acquire new subscribers to grow the customer baseDrove increased customer self-service utilization and decreased call center costs by enhancing web and IVR offerings Built organizational capacity by creating a high performance and change-ready teamDelivered HIPPA compliance ahead of scheduleLed vendor selections for enterprise content management and telecommunication solutionsProvided web and IVR effectiveness reporting by analyzing monthly statistics, site audits, marketing campaign results, surveys and usability studiesManaged vendor relationships with suppliers of software, consulting, recruiting and outsourcingCultivated relationships with key project stakeholders, subject matter experts, vendors and system integrators

Launched a Project and Portfolio Management Organization (PPMO) with best practices to enable more effective execution of key initiativesManaged the successful integration of Dime Bank’s national funds transfer wire room into Washington Mutual’s on time and within budgetAttained executive buy-in and managed the Request for Proposal (RFP) process, contracts and vendor relationships for a new highly efficient, web-based next generation wire transfer solutionCoached project team on goals and objectives, project management and corporate project methodology

Defined, developed, implemented and managed a strategic global program for 192 Independent Software Vendor (ISV) development partners including sales, support, marketing and education programs resulting in $45 M in leveraged sales revenueDeveloped product marketing and consumer pricing strategies to drive growth through B2B across industriesAnalyzed revenue mix based on channel, product, industries, territories, competitive landscape and developed strategies to increase revenue and high profit marginsDeveloped strategies to gain new partners, partner retention and new market ventures for existing products as well as new product offeringsDrove marketing innovation to align with corporate technology strategy that was scalable across brands and regionsResponsible for partnering with brand resources to develop and implement a CRM strategy and programs to successfully build profitable, long-term client relationshipsLed the development and utilization of client analytics, client profiling and segmentation as well as lead and demand generation to drive gains around sales effectiveness, client insights, retention and loyaltyIdentified client lifecycles, calculated long term value and developed key client segmentsCreated and managed the ISV Interoperability Test LabLed a cross-functional, cross-platform international team of 112 people including, business development, alliance management, product offering, sales, marketing, R&D, support, professional services, training certification, finance, and legal that melded six disparate partner programs into one congruent multi-tiered partner programSpecified, designed and implemented a robust alliance web site to support our partners’ sales and technical endeavors that achieved a satisfaction rating of 95%

Provided leadership direction and communications related to people, process, and systems integration challenges associated with the Mosaix acquisition by Lucent Qualified, built and maintained strategic relationships with major companies in the CRM market including Siebel, Microsoft, and IBMPlanned, executed and managed marketing events, trade shows and corporate partner events including annual conferences and seminars Managed company CRM brand strategy, product and collateralDesigned, developed and implemented multiple marketing plans and strategies including lead generators, content development and optimization, email marketing and online press releasesDeveloped requirements and managed design and implementation of interactive CRM Lab web experience that included dynamic data-based content, collaboration, customer service, product procurement, fulfillment, software library and streaming mediaInterfaced with product offer teams and R&D regarding business partners and customer feedback to drive product directionEvangelized Lucent products and services through corporate and public presentations, collateral development and workshop facilitationDeveloped integrated partner solutions feasibility testing and customer demonstration labs in Europe, Asia, North and South America

Managed execution of Merger & Acquisition (M&A) of Digital Systems International and ViewStar Corporation including rebranding to Mosaix, Inc.Managed relationships with channel partners and prospective partners to achieved $7.2M in revenues for 1996 (109% of plan) and $10.8M in revenues for 1997 (119% of plan) Developed Systems Integration Partner support programs and supported large SI partners in the delivery of complex CRM solutions based on the Mosaix product and Professional Services developed offeringsManaged program that created and implemented an External Product Interoperability Certification ProgramCreated, implemented and managed a Product Procurement Program for developer partners resulting in revenue of $1.2 M Managed design and development of Scout (inbound call processor) product software developers kit (SDK) based on Windows NT/SQL Server Provided technical and life cycle direction regarding existing and new products to Marketing and Product Development resulting in new computer telephony integration (CTI) interfaces and two new productsInitiated and strengthened relationships with ACD/switch vendors including Lucent, Nortel, Rockwell and SiemensManaged programs for the installation and support of NT server-based software and hardware solutions beta customersDeveloped FAQ and customer self-service web site

Selected by the CEO as Sr. Program Manager and Technical Installation Lead for Hong Kong Telecom’s multiyear Customer Front Office CRM Project resulting in $5 M in revenueLed go-to-market strategy and plan development including product positioning, development of enhancements and pricing and distribution to ensure a profitable relationship and cross-selling of our product and servicesNegotiated contracts and managed product, service and revenue commitmentsManaged a team of 12 that integrated Hong Kong Telecom’s 1000 agent, multiple site call centers Led knowledge transfer to Hong Kong Telecom staff Participated in the development, testing, implementation and debugging of Adapts, a product which provides coordinated voice and data services to third party or customer-developed desktop applications

Provided technical sales consulting, project management, support and installation services in our European, Middle East and Africa (EMEA) regionTrained employees on new products, services and procedures

Responsible for all aspects of system implementation including project management, requirement definition, configuration, installation and support of beta and released Unix and Windows-based mission critical computer systems for 125 top-tier strategic accounts including US West, AT&T, Sears, and Bank of AmericaDeveloped curriculum, trained and supported customers and peers on the operation of the systemsReceived many awards for my service and dedication to customers and improving shareholder value