- Lead a team of 3 senior managers to provide product operations support, guide change management and implement PMO processes across the Consumer Banking, Commercial Banking, and Card Product business units.- Manage and own relationships with over 20 internal risk stakeholder groups as a Digital Product SME and source of institutional knowledge, representing projects and securing executive approvals for over 30 product launches.- Own cross-functional risk assessment, launch approval and partner onboarding processes, vetting external partners’ info security, data privacy and compliance frameworks and implementing risk management standards where necessary to minimize data security, reputational and business risk to Amex.- Design, implement, and manage PMO strategy, tools and processes for the Digital Product team, using Airtable, Jira, Confluence and Figma, to coordinate teams cross-functionally and reduce time to market, accelerating time to market from 40 days to 4 days for product changes and feature enhancements.- Facilitate communications between executives across Amex business units and risk stakeholder groups to align project roadmaps, risk management and approvals.

• Lead enterprise-wide product approval processes by serving as internal product and business development representative to 20+ risk stakeholder groups and numerous executive leadership committees to ensure a robust controls framework existed and launch approval was received for projects, which include partnerships with Amazon, Apple, Google and Samsung, as well as pilot programs with companies such as Freebird and BodesWell.• Lead efforts to take partner companies through internal Third-Party onboarding processes, representing and counseling partners through robust data security, privacy and legal reviews and acting as an internal champion at committees.• Partner closely with Product, Business Development, Legal, Compliance and Privacy to develop and refine UX, comms and language across projects, hosting iterative review sessions and developing organizational tools to streamline processes.• Serve as a resource for Digital Labs to promote and implement agility across the broader team’s projects via creation of internal agility focused wiki pages, templates and newsletters, and acting as a consultant for ad hoc Product Owner requests.• Led refresh of automation content approval process for bots in mobile and web channels, leveraging Jira to create a space for Product Owners and reviewing stakeholders to discuss changes, provide approvals and serve as a bot content repository.• Manage Digital Labs R&D efforts to incubate business ideas within Digital Identity space, bringing in guest speakers and exploring Digital Identity pilot opportunities.

• Deliver strategic direction and recommendations for improvement on existing or future AMEX digital properties within the social servicing space• Partner with operational team to analyze customer service performance, and to create and run trainings to improve the quality of the customer service offering• Partner with analytics vendor to create and deliver performance reports on a weekly and monthly basis, to be presented to key internal Digital teams to help stay on top of current trends in the social space• Leverage monthly and yearly social media data to create targeted insight dives to tailor digital approach at an offering level• Oversee the development of new tools for instant chat messaging between customers and customer service professionals

• Worked closely with account leads and clients to determine and set vision and strategy for digital deliverables• Collaborated with Account, Design, Copy and Development teams to conceptualize digital tactics• Worked with development team to determine appropriate technologies and methods to meet client goals and requirements• Collaborated with design team to determine optimal design, UX and breakpoints for projects• Reviewed site content from UX, content strategy and brand-marketing perspective• Supervised and worked closely with Development teams to assure final product looks and functions as intended• Partnered with Quality Assurance teams to ensure products meet Addison standards of quality• Collaborated with Account team to develop and pitch new business proposals

• Led digital tactics brainstorming sessions and insight dives for new business initiatives, and pitched to potential clients• Identified and worked with vendors to establish partnerships in an effort to bring new technologies and services to our clients, such as Gawker, Apple, Oculus Rift, Figure1, Leap Motion and Estimotes• Authored POVs and ran workshops to educate AgencyRx on new digital offerings• Supervised and executed our clients’ social media initiatives digitally and in person, running booths at events and conferences• Supervised copywriting for clients’ social media initiatives• Consulted for AgencyRx’s Montreal sister agency on digital tactics for their French-speaking clients• Supervised 2 Freelancers who executed on SEO and Social Media Management offerings

• Conduct social listening exercises to determine audience preferences, sentiment and opinions• Lead digital tactics brainstorming sessions• Supervise execution of digital tactics throughout concepting and development• Supervise and execute our clients’ social media initiatives• Author POVs on new trends and technologies that are relevant to the agency’s business• Pitch for new business• Identify and work with vendors to establish partnerships to be leveraged for our clients• Supervised the 2014 summer digital intern program