Member of senior leadership team responsible for software engineering in a 750+ person organization. Portfolio included three workstreams (Agent Experience, Product Success and Hosted Integrations), as well as the PMO.• Achieved highest Employee Engagement Index score amongst peers in annual Glint survey.• Supported team that delivered next generation Agent Experience on time and with expanded scope.• Formed and supported two Employee Action Committees to address the areas identified as weaknesses in our annual employee survey.

Member of Executive team responsible for Product Management, Software Engineering, Quality Assurance, DevOps, and Program Management.• Served as Interim COO (responsible for Client Success and Language Services).• Reduced cloud provider (AWS) spend by 49.3%, while improving uptime and performance.• Significant contributor to the acquisition process, and to ultimately being acquired by Straker Translations on February 1, 2021.• Key member of executive team that earned a 96% eNPS (Employee Net Promoter Score), was ranked as Top 5% overall and 1st among identified competitors, according to Comparably.

Member of Executive team responsible for driving and supporting Agility throughout the organization, including in Product Development. Specific responsibilities included managing multiple Program Managers, serving as the chief methodologist, and acting as release manager and Scrum Master for several software development teams.• Served as Interim VP, Client Success.• Net Promoter Score improved by 42 points!• Release frequency improved by 800% (0.1/day to 0.8/day).• Introduced Dual-Track Agile methodology that switched focus to delivering new product.• Successfully introduced and established Program Manager role at Lingotek.

Served as sounding board and adviser to Epic Dog's remarkable CEO, Sarah Williams.

Managed Program Management Office, whose primary responsibility was to deliver high quality software to production on schedule in an agile (KANBAN, SCRUM) development environment. Specific responsibilities included managing another Senior Program Manager, serving as the chief methodologist, and acting as release manager and Scrum Master for several development teams.• Introduced on-demand release cycle, improving release frequency by 429%.• Awarded Most Influential Newcomer award for 2015.• Introduced Dual-Track Agile methodology that switched focus to delivering new product.• Successfully introduced and established Program Manager role at Ghostery.

Managed the Program Management Office, whose primary responsibility was to deliver high quality software to production on schedule in an agile (KANBAN, SCRUM) development environment. Specific responsibilities included managing multiple Program Managers (each with multiple development teams), serving as the chief methodologist, and serving as the Program Manager for multiple development teams.• Introduced on-demand release cycle, improving feature release frequency by 56%.• Reduced average release cycle time (from code merge to production deployment) by 68%.• Successfully introduced and established Program Manager role at Experticity.

Primary responsibility was to deliver high quality software to production on schedule in an agile (SCRUM) development environment. Specific responsibilities included serving as scrum master, product designer, liaison with other internal departments, and release manager for multiple teams working on multiple SaaS product lines.• Led multiple SCRUM teams to develop and maintain inContact’s next generation platform during a period of tremendous growth (800% year-over-year utilization growth) and expansion into EMEA and Asia.• As Next Generation Platform Designer provided platform-level design oversight to ensure user experience consistency and efficiency through reusable components and design standards.• Served as release manager for the first major update of our Next Generation platform and established the process by which we delivered six consecutive Quarterly releases on schedule – to the day!• Member of the initial group of Program Managers that successfully introduced and established the role at inContact.• Represented R&D on KCS (Knowledge Centered Support) Council, which was responsible for the introduction of KCS and the Adaptive Organization support model at inContact.• Recognized company-wide as an outstanding contributor; winner of 212° (Employee of the Year) and Contributor of the Week awards.

Worked with real estate professionals to identify and acquire investment properties. Managed all financing and renovation projects related to real estate acquisitions. Ran all day-to-day property management operations.

Managed $2.9M operational budget and the 40+ person staff responsible for developing new software and content products for Ovid Technologies, a leading provider of scientific, technical, and medical content (bibliographic databases, full text journals and textbooks) via the Internet and local intranet solutions. Responsibilities included project management, product design, programming, quality assurance and documentation functions.• Achieved a 93% increase in software release productivity.• Decreased time-to-market for new software features by 27%.• Increased database development capacity by 20%.• Introduced performance testing and remediation process for new software releases.• Co-managed effort to find new office space and coordinated move, under budget and with no unscheduled downtime.• Performed technical due diligence on a company later acquired by Ovid’s parent company.

Managed 12-person staff responsible for providing technical support, sales support, customer training, and Internet or intranet installations to Ovid’s worldwide customer base. • Cut Ovid Online customer account setup times by 50%.• Implemented a new ACD system, which resulted in a 24% increase in the call answer rate.• Served as the “voice of the company” on the Internet by responding to inquiries made on a listserv devoted to Ovid issues, from 1991 through February 1999.• Assisted in the development and design of a new back office system, particularly the CRM module.

Managed 10-person staff responsible for processing some 3,500 database updates each year, building new database products, and fulfilling subscriptions and new orders.• Improved update turnaround time by 21%.• Implemented internal CD-ROM replication system for small-run products, which resulted in a 25% improvement in turnaround times and a 19% reduction in costs for those product lines.• Co-managed move of Production Department and the Ovid Online system from New York to Utah, under budget and with no unscheduled downtime.• Co-managed physical expansion of office to accommodate growth.

Designed and developed new database and software products.• Managed the original migration of content from an acquired company to the new Ovid Online system, meeting all deadlines.• Documented database development process and Ovid’s software and database architecture.• Designed 11 new bibliographic database products.

Provided technical support to customers of Ovid’s standalone workstation products, including all hardware and software issues.• Consistently received highest level of positive feedback from customers.• Selected to serve as the primary support contact for publishing partners – to support their support staff.• Designed the new product line of workstations and servers, including a new peer-networking product.• Published in “Tips & Practical Advice” column of the January 1993 issue of CD-ROM Professional.• Managed recall of Sony CD-ROM drive towers.

Designed and built systems for Ovid’s turnkey information access solution. Assembled standalone workstations, Intel-based servers, dial-up access solutions, high-capacity data storage units and multi-drive CD-ROM towers.