Derrick Moore Email & Phone Number

United States

Plano, Texas

VP, Digital Product Management, Strategy & Delivery – Connected Commerce, Benefits & RewardsLed digital bank card product strategy, design, development and managed activities for customer Benefits and Rewards, within the Connected Commerce division of 50M active customer accounts. Through change management, developed product roadmaps, definition, planning through production w/Sprint releases, to end of life (lifecycle management), with business case and P&L responsibility. Drove customer engagement growth through improving discoverability and digital customer experiences, thus driving more customer value and mobile revisits. Drove strategic partnerships of change management for new Rewards/Benefits capabilities. Collaborated w/tech, analytics & UI teams, optimizing Agile product dev and roadmaps. Results: 3x increased customer clicks/revisits, +20% more upstream commerce customer activity across 65M digitally active mobile and web customers.VP, Digital Product Delivery & Relationship Management – Digital Products InnovationThrough discovery efforts and go-to-market research, led digital change management through developing client acquisition strategies for new consumer “digital privacy & security” products, and new digital API integrations with selective Fortune 50 partners, innovating new customer solutions, w/joint opportunity concepts & designs. Delivered a game-changing transformation of cloud privacy POC, proving new business opportunities. Deployed in digital UK bank.

VICE PRESIDENT, DIGITAL PRODUCTS & SERVICES MANAGEMENT – Ribbon Communications, American AirlinesReporting to CIO of Ribbon Comm, driving IT services product management & strategy, with digital product development, managing the IT Portfolio and digital platforms across the enterprise, including app dev, database migration and transformation, digital infrastructure delivery, risk and vendor management, mobile security. [Jira, Oracle Financials, SAP Cloud, KACE, AirWatch, Bomgar] -- Managed the enterprise Program Management Office (EPMO) and service products -- Drove down business support costs 20% by driving the cloud data center migration implementation of critical systems -- Expanded organizational capability through strategic sourcing and a new European Client Services support modelLed professional services delivery ($10M) to American Airlines delivery groups, through staff and services consulting, building SOWs and delivery teams in web / mobile development, plus omni-channel consulting services. Chennai offshore.

Plano, Texas

Reporting to the SVP of Global Customer Services, drove product vision, strategy, roadmaps, and Agile development; launched new cloud-based self-service product – Digital AI Assistant. This transformed the customer experience across the enterprise and drove great, new channel customer adoption! Created new teams (Self-Service, Chat, KM, Data Analytics) to deliver new omni-channel, cloud-based, cross-platform services and roadmaps (web, mobile app). Philippines offshore. -- Doubled customer resolutions through real-time multi-channel delivery; delivered 30% service center cost saves YOY -- Increased 2x operational efficiency / capacity by implementing two knowledge management solutions & process (KCS) -- Improved customer satisfaction and loyalty by 200% (improving net promoter scores) in Customer Self-Service channels -- 2x Industry conference speaker (NACCM and ICMI / ACCE) – “Leveraging Customer Technology”

VICE PRESIDENT – Reporting to the CIO, collaborated with division executives and staff to establish governance and identify, deliver & support cost-effective IT products and services across all lines of business, digital platforms, and payment systems. Improved IT services, business relationships & employee engagement. Ensured daily operations, met service levels (SLA) for client’s technology services, with a $20M P&L. Other accomplishments include: – Rolled out new strategic programs for managing customer IT service delivery, escalations procedures and prioritizations – Led successful data center migration and achieved PCI certification, resolving audit vulnerabilities and business compliance – Achieved SOX, PCI, SAS70, GLBA program objectives – Managed contracts, negotiations, and renewal of a $4.1M service delivery IT contract with key client

SR. PROGRAM DIRECTOR – FIOS Deployment Program, Verizon Led the deployment (PMO) of the nation’s first ‘fiber-to-the-premises’ (FIOS) strategic program to both residences and businesses, in the Telecom-Data business unit, building cross-org relationships & managing cross-functionally. Responsible for all customer care applications, including offshore development & testing ($12M Program), Delhi offshore.PROGRAM DIRECTOR, ECOMMERCE DEVELOPMENT CENTER: Nokia – AmericasDesigned & launched Nokia’s first eCommerce Development Center and digital platforms in the Americas. – Led the analysis, design, and the building of the Application Development and SEI/CMM Tier 3 Development center. – Planned and built the Development Center’s PMO office for eCommerce delivery. – Developed & published Nokia’s Global Communication guidelines for multi-location development.DIRECTOR, TECHNOLOGY PROFESSIONAL SERVICES –Solutions / Digital Platform Delivery & Account ManagementLed the Professional Services Division & managed the entire lifecycle of the delivery process for a portfolio of accounts within the Dallas metro marketplace, managing staffing, performance & finances, bringing solutions & thought leadership to clients. – Managed overall accountability of service delivery, leading delivery teams, both local and global, including Mumbai, Bangalore offshore / Montreal near-shore – Insured success of engagements, including vendor partners, applying delivery & customer management best practices – Managed client satisfaction in partnership with account teams & contributed to business strategic and budget planning – Sales support, contracts, negotiations, account management, renewals