Led global team of 10 engineers to develop and deliver B2B tax compliance document collection and retrieval software for small, medium, and Fortune 100 companies alike, delivering audit preparation and compliance while maximizing automation.- Led development and delivery of AI-assisted document identification and validation to enhance accuracy and efficiency. Exploring ways to incorporate generative AI and other leading edge technology to reduce time-to-value for clients.- Developed a complementary process for creation and management of tax compliance documents to unlock additional market potential. - Led the integration of a handful of newly acquired companies, focused on retaining key accounts and leveraging key features to access cross sell opportunities.

Led a team of 15 experts in development of standards, practices, and guidelines for improving software delivery through a shift from waterfall to agile implementations with an iterative product-centric approach.- Created and led strategy for training and development of 35 internal IT teams to aid their shift to Agile software development, including training, coaching, and peer-based community support, improving speed and quality of value delivery.- Co-created Digital Strategy and Digital Operating Principles with a cross-functional enterprise team to shift enterprise approach to solving business problems in customer-centric, measurable ways.- Developed a new career framework, emphasizing skill-based roles and structure to meet the evolving business needs. Drafted and published new job profiles for Product Managers, Product Owners, Scrum Masters, and Agile Coaches which aided in recruitment and career path development.

Coached, mentored, and trained Product Managers, Product Owners, and Analysts to shift understanding of the role to deliver measurable business results by focusing on outcomes over outputs. Developed and delivered skill-based training to speed delivery of value and provide certification within the Scaled Agile Framework for the IT department.- Coached teams to establish standards of practice, role definition, and performance expectations to mature the Product Management discipline. This included creation of self-assessment and coaching tools, and the launch and support of a Product Community of Practice. - Established new practices and standards for work items going through the delivery system with the goal of ensuring that quality in = quality out, including training, documentation, rollout, and communication.

Led a team of 8 engineers plus cross-functional support roles to develop and deliver the CRM solution for 800+ Customer Service Associates who directly supported subscribers, providers, and partners, with the goal of enabling award-winning customer service and reducing average handle time (AHT).- Assessed and validated the project charter including stakeholder assumptions and the projected return on investment. Refined, reprioritized, and clarified roadmap, scope, and budget and successfully relaunched product.- Achieved stakeholder buy-in for the development of new key performance indicators (KPIs) to support new scope that closely aligned with overall corporate goals. - Assumed a leadership role to identify improvement opportunities. Implemented processes, procedures and support, which dramatically improved team performance and doubled velocity within 3 months.

Partnered with an external vendor and an agile team to build a website that encourages customers to research and select high-quality, lower-cost healthcare providers while ensuring compliance with state and federal regulation.- Created the vision, strategy, roadmap for the web-based tool which included provider data from 35 networks requiring complex data solutions to enable a simple user experience, providing up-to-date, relevant, and transparent information and utilizing soft steerage techniques to deliver business value.- Built and led an Agile scrum team from inception to delivery, leveraging a vendor API to build a new experience in the member web portal. Developed, matured, user-tested and executed a full backlog to deliver new features, resulting in increased satisfaction for the digital experience.

Led an Agile team responsible for new account and asset acquisition and retention, including user onboarding and education.- Redesigned the new customer account funnel to remove friction points and reduce the funnel drop off rate, increasing conversion and new account funding.- Launched third party e-signature application integrated into authenticated web solution to streamline the account transfer process for customers and operations associates, achieving 30% lift in success rate YOY.- Built a new customer-facing online Investing Education center. Developed content strategy that removed recurring licensing costs, reimagined information architecture which simplified the user experience and increased satisfaction.

Developed and delivered in-person and computer-based training to introduce and maintain market and product knowledge for 120 customer service associates. Developed and facilitated product training for leaders throughout the enterprise. - Redesigned training curriculum to support adult learning, resulting in higher content retention rates.- Led change management efforts for a variety of projects, including a new CRM launch, increasing adoption and maintaining or improving engagement.