Gift Card Program Management | 2021-2022• Acted as program manager for gift card expansion program to nine new countries• Responsible for all aspects of the program from the functional specifications, securing internal resourcing, vendor management, card production, to the final deployment for both digital and physical gift cards• Served as the main point of contact for all operations-related issues including: technical issues, customer escalations, and operational improvements to the processes

Apple | 2012–currentTax Operations | 2016–current•Manage tax compliance projects for iTunes world-wide ranging from tax rate changes to complex multi-year rollouts, impacting all tax types•Tax lead for new Apple services such as Apple One; responsible for delivering tax requirements that can have a critical impact on technical implementation•Project lead for the new iTunes tax platform through the initial design and requirements (launched July 2021) Payments Operations | 2014–2016•Key team leader in designing and launching carrier billing as a new global payment method in iTunes, working with over 30 different departments internally and multiple external vendors•Defined and owned the reconciliation/billing business requirements and operations guides, resulting in a scalable model for ongoing rollouts•Facilitated on-going operational reviews to ensure service levels were met and issues were addressed proactively between Apple and outside vendorsiTunes Gift Cards Operations | 2012–2014•Responsible for operations support for iTunes Gift Cards worldwide, led projects for both physical and digital card projects, managed external integrators, oversaw legal contract review, collaborated with the global sales team, and managed IS&T teams, supporting the gift card infrastructure

Plantronics (Poly) | 2002–2012IT Project Manager | 2010–2012•Project Manager for enterprise-level global initiatives; including cross-functional IT projects with Sales, Marketing and Customer Care•Responsible for developing project plans and estimates and handling end-to-end project management, from scoping and requirements through implementation and deploymentIT CRM Program Manager | 2008–2010•IT Program Manager for Salesforce.com (enterprise level) at Plantronics, managing a global team for over 450 users•Responsible for the strategic business analysis of Salesforce.com projects reporting up to executive level, project management of all Salesforce.com projects (including roll-out and training), development of change control program, and management of Salesforce.com system administrators globallyE-Business Manager, Plantronics | 2002–2007•Responsible for strategic development of online marketing campaigns through search engine product placement to increase e-commerce sales