Perform market analysis to identify strategic feature opportunities that drive the business forward as well as facilitate their prioritization and development. Manage the assessment and articulation of the strategic value and purpose for each major feature as well as the evaluation of post-launch performance against those goals. Help create and effectively champion a data-driven and market-informed product vision and strategy. Partner with development team to manage story and epic creation flow and monitor execution, taking ownership and responsibility for being the subject matter expert for new features and processes. Develop and continually refine evaluation metrics that equitably rank regional and global priorities, always moving the most valuable work through the development process. Clearly define priorities to guide project plans, set clear/measurable objectives and partner with team resources appropriately to achieve business goals. Bring clarity and perceptibility to conceptual features/enhancements and drive the articulation of business value as well as defining requirements, business rules, error flows, and user journeys. Perform regular grooming activities on feature backlog to ensure requirements are fully documented and work closely with the engineering and QA teams to ensure they are aligned. Work with the global user experience team to identify DTC trends and areas of optimization for new feature/capability recommendations based on global and regional KPIs. Responsible for new feature/enhancement development through the life-cycle, ensuring stakeholder engagement is effective and thorough testing is accomplished to release quality value.

Transform high-level business objectives and ideas and break them down into small, testable stories that can be consumed by the scrum engineering and QA team. Partner with development team to manage story and epic creation flow and monitor execution within JIRA, taking ownershipand responsibility for being the subject matter expert for new features and processes. Create process flows and workflow diagrams as needed to document new standard operating procedures and ensure impacted teams are involved in review and adoption of new processes. Bring clarity and resolution to nebulous concepts and drive the articulation of business rules, error flows, and user journeys. Continually measure the effectiveness of new features and work with analytics team against the global target metrics to constantly identify ways to improve and/or create new innovations to our unified commerce platform. Perform regular grooming activities on upcoming user stories to ensure features are fully documented and that the engineering and QA teams are well equipped to accept these new stories into the upcoming sprint. Provide clarity and answer questions from the scrum team on a daily basis and ensure those clarifications are fully documented and transparent within JIRA & Confluence. Work with the global user experience team to identify DTC trends and areas of optimization for new feature/capability recommendations based on global and regional KPIs that need improvement. Bring new ideas to the backlog from your insights on market trends, customer service insights, and new platform innovations that will help drive our business forward. Develop and provide end-user training on newly implemented features and platforms to ensure that business teams are equipped to manage their functions on new systems or processes.

Collaborate with Digital Product Management team and business to drive roadmap prioritizationfor all digital platform and eCommerce integrated systems. Lead the specification of requirements, and story writing for integrated systems features and enhancements for acceptance and delivery into global system architecture. Communicate, consult, and collaborate with stakeholders from multiple business units to determine scope and facilitate the successful implementation of new features, enhancements, and defect resolution. Assist in the development and maintenance of an appropriately prioritized backlog of issues and stories for implementation. Responsible for day-to- day access and administration duties for global eCommerce systems and vendors. Collaborate with Digital PM and Engineering on triage for operational defects and enhancements, communicate on status with stakeholders and drive resolution on integrated system issues. Perform root cause analysis on integrated system issues and make adjustments to open issues in order to maximize efficiency in issue resolution.

Partner with business teams to ensure all processes are efficient and functioning properly for seamless end to end order processing. Monitor order book and optimize processes to ensure maximum fulfillment. Manage all Zendesk operations and development. Own all fraud processes, KPI’s and third party fraud vendor functionality. Create and document operation processes to increase efficiency. Point of contact for 3PL and shipping partners. Manage reporting needs for the operations business.

Responsible for providing second level problem resolution for all incoming serviceinquiries and providing guidance to support team. Perform all phases of troubleshooting including interpretation, analysis, research, and resolution of technical problems. Special focus on maintaining positive consumer experience by processing consumer feedback and implementing actionable resolutions.

Directly responsible for managing a portfolio of unsecured balances. Locate and contact customers to make arrangements for satisfying their due amount. Ability to offer payment plans and negotiate settlements for up to 50% off the balance in order to resolve. Developed effective collection/counseling strategies and successful negotiation techniques.

Communicated with customers regarding delinquent unsecured accounts and negotiated payments. Analyzed and evaluated customers’ financial situation. Skip traced.

Worked with store manager and directly in charge of sales growth while maintaining credit standards, as well as the supervision of sales and credit employees. Balanced the management of sales and credit teams simultaneously. Responsible for store manager duties/paperwork in store manager’s absence. Personally assisted in collection calls for highly delinquent accounts when escalated negotiation was necessary. Provided assistance and training for credit managers, sales managers, and customer account representatives. Filed Replevins and followed up with attorney/sheriff to retrieve stolen merchandise and acted as store representative for resulting court hearings. Signed off on lease verification process for each new contract.