Mark Kemen Email & Phone Number

Minneapolis

Customer and agent-facing technology leader with proven results in managing successful capabilities and medium to very large product and technology teams across the Sonos business/IT organization. Products include: Generative AI, Large Language Model (LLM), Chat GPT, Salesforce CRM, Chat, Chatbot, IVR, Salesforce and AWS Voice services, Customer and Agent analytics, Realtime Agent tools, Customer Scheduling, Agent/Customer facing product troubleshooting tools, Training tools, customer Self-service, online Communities, online and in app tools and more... Read about our early Generative AI story here https://sierra.ai/customers/sonos... First in the industry to deploy Customer facing Generative AI for a complex troubleshooting experience.

Customer and agent facing technology leader with proven results in managing products, capabilities and medium to very large product and technology project teams across business/IT organizations. • Managed teams of up to 42 of skilled Technologies Product teams for the customer, and employee facing systems• Lead the discovery into new technology around artificial intelligence and other forward-thinking emerging technologies• Lead the roadmap and strategy for sales, services and customer support applications• Product Owner for Voice and Chat technologies and brought Chatbot and Chat technologies to life for the organization. This role included contract negotiations, vendor management, Service Level Agreements, Integration with existing products and processes.• Product Owner for employee facing point of sale, the $300m+ point of sale system that supported online, retail and in-home services teams• Product Manager online self-service strategy that delivered modifying orders, payment, order tracking, customer service and help topics features. Also lead ongoing FAQ, email and online content changes in support of the customer experience.• Product Owner/Manager for Big Data Analytics technologies that include speech analytics and predictive technologies. Product Owner/Manager for fraud technologies, Customer Relationship Manager (CRM) and knowledge management.• Subject Matter Expert for Order Management, Subscription Services technologies, Installation Scheduling, Retail Point of Sale and Customer Data Governance Board and funding processes • Program Business Lead for customer and agents facing transformation initiatives

Customer Experience people leader with a proven track record in managing products, capabilities and global medium/large project teams across business/IT organizations in retail locations. • Managed a team of up to 27 people in a Retail Product and Operations group. • Lead the technology portion of the largest project in Best Buy at the time, “Connected Stores”• Lead the roadmap and strategy for each of the products I owned and supported strategy development for all applications• Product Owner for $40m in store retail hardware including life cycle and hardware strategy, In-store mobile applications supporting retail employees, self-service in stores, retail sign system • Capability Manager for mobile POS, international POS (SAP) supported all products from ideation through deployment and ongoing support• Direct responsibility for vendor management, project management, software development lifecycle, requirements gathering, solutioning, business relationship management, IT partner management and Financial responsibility for budgets and funding processes processes

- Project management of multimillion dollar operational, process and technology changes- Develop, test, and deploy retail facing projects - Gather Requirements from business teams, retail partners and customers- Escalate risks and issues to excutives and leaders- Deliver projects on time and at or below budget- Provide an outcome better than anticipated through the collaberation of ideas and teams

1991-2001 Management of retail stores