Leading globally distributed team of Supportability Engineers with expertise in Twilio Programmable Messaging and Twilio Email (Sendgrid). Supportability is part of the product development lifecycle. We partner with product and support leadership to design for support, improving our customer's experiences and driving efficiencies in customer delivery teams.

@villaragazziwine Small, family-owned winery producing Sangiovese wines (our own, proprietary Rodeno clone) since 1989 in the Napa Valley. Product line includes a 100% Sangiovese, a super-Tuscan blend named Faraona (Sangiovese with a just right amount of Cabernet), and a dry Rosato di Sangiovese. Wines available direct from the winery at www.villaragazzi.wine

Senior manager with accountability for four North American, multi-level teams providing fleet management products and services. Responsible for front line employee and leadership development, results, client satisfaction, and customer success.-Effectively retained 99% of existing B2B accounts.-Executed a North American initiative to consolidate duplicate technologies, ultimately improving quality of cross-border client support, mitigating technical debt, and reducing error frequency rate by ~10%.-Led a strategic realignment within the first 12 months to empower 60 individual contributors and supervisors via transparent performance and headcount allocation metrics, efficiencies via process improvements and tools, and promotions of seven qualified team members.

Business lead responsible for directing strategic technology initiative focused on B2B services customer facing applications and overall customer experience.  Relaunched mobile app; directed change management and strategic planning through indirect influence across stakeholder groups. Heavily matrixed with various technology teams: dev ops, QA, PMO, and information data management. -Planned strategy and project effort, prioritized, and launched organization’s updated end-user mobile app and associated technologies on time and on budget.-Scoped and prioritized a significant overhaul to multiple client facing systems reflective of organizational need for efficiency and client wishes for ease of use and self-service opportunities. Other cool stuff I did in this job:-Created and managed CX KPIs to ensure ROI and client impact.-Created strategic analyses and business case.-Voice of Customer collection, data analysis, and delivery. Inform UX designs with data.-Go to Market GTM strategy for new products.-Customer journey mapping-Change management and communications

Built foundational Great Place to Work survey and result action planning system. Developed and implemented early organizational quality system through indirect influence. Managed team of high performing project leaders.-Developed and launched inaugural organizational quality program including change management methodologies to 3,000 employee division. -Expanded employee experience Great Place to Work survey (voice of employee) process for 7,000 employees, adding intensive data analysis, leadership coaching, enhanced organizational communication, and action planning related to survey results.Other fun things I did in this job:-Presented regularly to large, varied groups using Powerpoint and other media.-Event production, celebrations-Recognition programs

Supervised two teams of individual contributors, managing supply chain activities. Responsible for employee morale and development, process improvements, and operational results.