• Orchestrate Software Product Management and Design activities for Coates’ Content Management System (CMS), focusing on strategic roadmap construction and product development across the core platform and key client integrations and capabilities.• Partner with the Strategy and Innovation organization to define and roadmap the future vision for Coates’ CMS.• Spearhead executive Program Ownership of: (1) Client-specific Product Development for a global client solution to Digital Menu Board Content Management for the largest global implementation of CMS in the QSR industry. (2) A brownfield re-architecture and Software Development program to modernize Coates’ CMS, facilitating enhanced development, content management, deployment, and support capabilities.• Lead a team of 10 employees (Product) and indirectly manage an additional 50 (programs) across Chicago, Guangzhou, São Paulo, and Sydney.

• Unified US and Canadian technology operations, bringing client-specific Software Engineering, Delivery, & Operations for five enterprise clients on Coates’ proprietary Content Management System (CMS) together, enabling standardized ways of working and increased team efficiencies.• Grew US client Content & Data Management services by 100%.• Established a Solution Engineering function in North America to aid in Pre-Sales and Sales/Account support, improving the focus of Product Managers and Software Engineers.• Directed Product Management for a substantial client product development program, building a standardized content framework with analytics and enhancing UI/UX for content operations at the largest scale in the QSR industry.• Led a team of 44 employees and offshore resources across Bogotá, Chicago, Sydney, and Toronto.

• Established the Product organization, with a primary focus on Coates’ proprietary Content Management System (CMS) for Digital Menu Boards and bespoke client-tailored features and system integrations.• Created and maintained strategic Product Roadmaps, while managing demand and prioritization through an Intake process and forum.• Partnered closely with Account Management and Software Engineering to scope, plan, build, and deliver iterative product enhancements.• Led a team of 17 employees across Amsterdam, Chicago, and Sydney, comprised of Product Managers, Designers, and Client Engagement consultants.

• Established the Solution Delivery organization and formed the organization around enacting best practices throughout global software development and delivery, including Client Product Engagement, Delivery Program Management, and Technology Capacity & Demand Management.• Designed and implemented a global Technology Intake process and forum to manage internal and client demand and priorities.• Built and led a team of 14 across Amsterdam, Chicago, and Sydney.

• Directed the full stack design of mobile, cloud, and microservice-oriented solutions for cross-product agile development capabilities, ensuring integration across services and channels, partnering with Product, QA, and Program Management teams.• Spearheaded requirement refinement, feature-mapping, and full stack solution engineering for key global, omni-channel client business priorities including customer loyalty program, third-party delivery app integration, personalized digital offers, and account/transaction fraud prevention through collaboration with client stakeholders, product development teams, and third-party providers.• Devised a refined shared Intake process used across 600+ business requests for development in first 2 years, leading to greater efficiency.• Formulated and executed strategic processes and created tools to enhance capacity forecasting and drive better client alignment on project commitments, boosting customer satisfaction and delivery confidence.• Improved leadership visibility and efficiency of decision-making by streamlining Demand Management processes across global markets and devising data-driven, actionable dashboards.• Led monthly account forecasting alignment efforts across 20+ portfolios, in addition to annual forecasting and client budget planning efforts.• Headed a team of 11 Sr. Managers, Architects, Technical Analysts, and Consultants; partnered closely with 10 Directors and 50+ Managers.

• Built a new function and team from the ground-up to reduce integration gaps and rework by designing holistic, integrated technology solutions, patterns, and standards, operating across Product Development and Testing teams throughout the SDLC.• Provided architectural direction on the full stack design of 5 foundational digital technology solutions that were capable of scaling to 30,000+ restaurants, including mobile order and pay, location-based mobile order check-in, and digital customer loyalty app/eCommerce integration.• Optimized developer productivity while reducing missed requirements by partnering with the corporate and market Digital teams to scope and groom business requests and ensure requirements traceability in solutions designs.• Coached and mentored a team of 6 Technical Analysts across Solution Design, Integration, and Triage activities, increasing overall productivity.

• Effectively managed the development and launch of McDonald’s first global mobile app and its accompanying proprietary cloud-based eCommerce platform, enabling customers to place mobile orders and redeem digital offers.• Accelerated the planning and delivery of 252 software releases by partnering with Product Management, Business, and IT stakeholders, from project initiation through delivery and market adoption.• Optimized the team’s efficiency and delivery consistency by defining, implementing, and improving SDLC processes including Intake, Release Planning, and Incident Management.• Built and directly supervised a team of 6 Managers and Technical Analysts while indirectly managing a global development team of 65 members.

• Served as the Product Manager for a major, global point-of-sale software release, interviewing customers from IT, Operations, and local Markets to understand their feature priorities, influencing and balancing competing needs, and developing a consolidated, cross-functional release scope and product roadmap backlog.• Elevated in-restaurant service by designing, planning, and locally orchestrating the execution of a Front Counter service management dashboard in Singapore.• Provided visibility into the success of a US “Smart Restaurant” pilot using connected Echelon LonWorks IoT devices by defining and implementing an operational measurement plan.