Senior Manager Service Enablement Group
Tucson, Arizona, United States
Multiple roles with progressive responsibilities:⭐️ Senior Manager Service Enablement, 2021-Present⭐️ Manager Service Enablement, 2019-2021⭐️ Senior Service Architect II Lead, 2015-2019⭐️ Senior Service Architect II, 2012-2015🔹 Influenced product strategy by leading up to 14 Service Strategists / Program Managers, guiding their incorporation of field and customer insights into the Product Development Lifecycle and effectively communicating product roadmaps to Akamai’s… Show more Multiple roles with progressive responsibilities:⭐️ Senior Manager Service Enablement, 2021-Present⭐️ Manager Service Enablement, 2019-2021⭐️ Senior Service Architect II Lead, 2015-2019⭐️ Senior Service Architect II, 2012-2015🔹 Influenced product strategy by leading up to 14 Service Strategists / Program Managers, guiding their incorporation of field and customer insights into the Product Development Lifecycle and effectively communicating product roadmaps to Akamai’s 2000+ member service and support organization resulting in service efficiencies and increased customer satisfaction.🔹 Created first versions of Global Services Products like Technical Advisory Service and Enhanced Service Level Agreement.🔹 Transformed the Certificate Provisioning System from a manual, email-based process to a customer self-serviceable product resulting in 90% fewer service incidents, 300 hours per week savings, and a 10-fold increase in capacity.🔹 Developed and implemented an impactful program to streamline triaging, scoping, prioritization, and communication of requests from product and engineering teams to leaders in Global Services resulting in over 50% scope reductions and 75% request reduction due to automation.🔹 Orchestrated numerous cross-functional initiatives including: certificate provider migrations, reducing costs by 30%; deprecating TLS versions and ciphers keeping traffic safe with zero service incidents. Show less