Senior Program Manager (Contract)Led cross-functional effort across 13 global cross-functional teams and an external vendor (ESW) through Pre-Planning, Discovery, and Development planning activities to improve Lululemon’s international customer experience. Key responsibilities:• Drove defining, educating on, and executing Pre-Planning and Discovery activities across all involved teams.• Focus on significant challenges with local language, local currency, projecting customs timeline and fees, taxation, fulfillment, internal financial tracking, data / analytics, and business intelligence. • Owned vendor interactions with ESW, worked closely with SalesForcePhase one countries included Denmark, the Netherlands, Poland, and the Czech Republic. The European business is projecting a potential 200% revenue increase in Europe alone related to this program.

Intuit, Mountain View, CASenior Program Manager, SBSEG - February 2022 – July 2022 (Contract)Responsible for leading the remapping of Intuit product instrumentation to the latest version of product taxonomy. Two quarter effort focused on 90 of the most valuable customer interactions with Intuit products. The effort involved coordinating more than 20 teams to plan, deliver, and report to the SBSEG leadership team. Manager: Flay GoodwinSenior Program Manager, SBSEG Customer Success - September 2021 – December 2021 (Contract)Responsible for leading the planning and delivery of an enterprise-wide redesign of defect intake, defect triage, QA, escalation, and monitoring processes intended to improve tool quality and compliance of defects with Intuit SLAs. Initial scope of effort was focused on 43 Expert Tools used by internal employees and partners (e.g., accountants) that work directly with end customers. A pilot focusing on SalesForce, Digital, and Data / Analytics teams was conducted with positive SLA improvements. Manager: Jennifer Gibbings

Responsible for leading the planning and delivery of highly complex, cross-functional programs in an omni-channel, hybrid (Agile and waterfall) environment, team and executive level communications up to the C level, and improving Agile maturation for both enterprise and startup customers. Programs often include offshore teams and span multiple customer-facing organizations with a focus on high tech and eCommerce companies. Heavily involved in budget planning and tracking. Representative projects:AirBnB - January 2021 - CurrentSenior Technical Project Manager leading a program to redefine and improve interaction on claims for hosts, guests, and the Claims Service team built on VLocity, a SalesForce cloud offering. Program objective is to enable agents to investigate and handle claims quickly, meet regulatory requirements, exceed current enterprise claims SLAs, increase financial accuracy, and mitigate losses.Veritas - November 2020 - January 2021Senior Technical Program Manager that led an enterprise Customer Master initiative to redefine the customer journey across all Veritas functions, from lead generation through renewals. Program effort included business process redefinition, data structure rationalization, data migration and cleanup, and integration throughout the eleven primary customer facing enterprise applications.

Delivered three enterprise programs focused on improving customer experience, growing revenue, and optimizing delivery to customer. Led quarter by quarter planning efforts across program, product, and engineering. All three programs were highly cross functional in nature, spanning the enterprise. Led UK-based executive communications, interface with India teams. Significant contributor to PMO processes, Agile maturation, Scrum Master duties, and PMO report redesign. Scope of programs included:• Browse – Site redesign, legacy migration, front End API orchestration, accessibility compliance, SEO search• Monetization – At least $10M growth through ad banners, sponsored products, product placement, improved search and personalization. Involved three third party vendors• Delivery – Improved truck delivery performance through mobile app tracking, turn by turn navigation, machine learning on delivery service time, truck volume management across product types

Led several high-profile programs to drive customer-oriented benefits. Managed cross-functional teams, budget, executive communications, roadmap creation, and delivery in a hybrid (Agile and Waterfall) environment. Program overview:• Customer Loyalty – Expanded program to be usable across all brands, including: o Customer Care improvements to increase customer satisfaction, reduce fraud o Point of Sale changes to permit account lookup without Loyalty card o Platform for continuous monitoring of customer loyalty behavior• eCommerce Improvements – Managed work with Outward (acquired startup) to improve: o 3D product rendering, customer and designer facing Room Planner, and real time monogramming o Product recommendations driven by customer preferences via machine learning

The Gap, Inc – Principle Program ManagerDelivered customer-facing solutions via big data and data science that provided improved data-driven decisions for all Gap brands. Led road-mapping to determine desired outcomes, sequencing, requirements, and dependencies. Highlights:• Migration from legacy marketing tags to cloud-based SaaS solution that optimized understanding of customer behavior, streamlined front end response time, and introduced governance.• $110M infrastructure project to build out Hadoop / Teradata data science capability to support 20+% growth targets along with long term investments for non-critical data in the Azure cloud.• Migrated an improved on-premise Athleta customer and store application to Apptivo CRM SaaS solution in cloud.• Implemented TeraData DataLabs SaaS to analyze and predict customer behavior via data science.

Macys.com – Senior Program ManagerLed program focused on improving customer experience and revenue through new features and processes for credit within the customer domain in an Agile environment within the PMO. Responsibilities:• Management of three credit projects in the customer domain including significant partnership with Citi, introduction of ecommerce wallet, and improvements with the mobile app• Cross-functional negotiation, planning, and management between customer projects, product management, with other domain projects, and with supporting technical teams• Led interactions with Macy’s credit partners for program, projects, defects, dependencies, testing, UAT• Designed and implemented an Agile maturity model to improve performance of Scrum teams

Walmart.com / WalmartLabs – Principle Program ManagerGrew market share and revenue by over 300% by initiating online grocery services across North America. Highlights:• Front end functions including item assortment, search, book slot, mobile, and favorites• Back end processes including order processing, store fulfillment, reporting, and financials• Middleware functions to seamlessly tie front end to back end• Cross-functional negotiation, planning, and management between Grocery projects, eCommerce, product management, other domains, and supporting technical teams through end-to-end Agile life cycle• Planning, oversight, and execution of release management process

General Manager / Delivery, California, January 2013 - January 2015Managed global engineering teams to provide end-to-end consulting services for client products. Oversaw all operations in California, including sales, marketing, delivery, customer support, and staff recruiting efforts.Key Contributions:• Samsung Music – Spearheaded the introduction for the first and subsequent versions of Samsung Music across all Samsung devices by managing design, development, and quality assurance activities and teams from delivery to launch.• Sequent – Responsible for quality assurance personnel, product development, and engineering activities for the launch of the Sequent Tokenization Service Platform designed to protect personal data, reduce commerce fraudulent activities, and introduce e-wallet application features.

Slalom Consulting is a business and technology consulting firm that delivers solutions through a national network of local offices with more than 2,000 consultants across North America.Representative projects include:Walmart.comAgile PM for MarketPlace program to scale item assortment for third party sellers from 1M items to 60M items, growing direct revenue from $4.7B to over $8B.Conducted Agile planning, execution, measurement, and improvement activitiesInterface to Walmart.com business stakeholders and third party vendorsPrimary coach for transitioning teams from "waterfall" to Agile approachTeam size approximately 40, consisting of stakeholders, product owners, engineers, and QAGenentech - C3PI ProgramProgram Manager leading inception for improving insights into their distribution channel and its contracts in order to support better decisions for their Managed Care business unit ($15B revenue). Program involved many project teams and thousands of channel participants.Provided stakeholder interaction, change management, executive communicationsInterface between the business units and the IT organizationProvided facilitation skills for program and project workshops, requirements gatheringDrove estimation for systems and reports impacted by the programWalmart.com, Brisbane, CA - Holiday ReadinessAs WebOps program manager, led team to prepare Walmart.com's $4B global eCommerce platform for their holiday season, consisting of four projects:• Technology Readiness - Weekly performance and stress testing• Platform Readiness - Additional infrastructure to support 40% growth targets• Operational Readiness - Coordination with business driven events• Support Readiness - Coordination of patching and upgradesPacific Gas and Electric - Project Health CheckAs part of the office of the CIO, led project to analyze and assess delivery weaknesses, risks, and recommend improvements for enterprise portfolio consisting of approximately 100 projects

Project Orion – Multi-year program to re-engineer market to sell, quote to cash, forecast to delivery, and issue to resolve processes and applications to support their goal of growing to a $10B company. Included third party and OEM partners spanning CRM, ERP, BI, and Customer Master.As QE PM, led the Quality Assurance group consisting of more than 70 testers globallyIntroduced best practice model for managing testing process based on operational readinessPlanned and executed all testing events throughout system life cycleManaged defect triage and disposition process with technical teams

Responsible for uncovering opportunities, closing sales, fostering and maintaining client relationships, and managing delivery of large programs. Partnered with client executive leadership teams to achieve corporate objectives, support company standards, and improve business processes. Key Projects:• Hitachi Data Systems – Customer Experience Strategy: Defined a strategy spanning marketing, sales, channel, service, and support based on ROI and desired outcomes. Conducted interviews of the company’s top executives and customers, and facilitated workshops. Defined requirements, prioritization, sizing, and sequencing of projects• Advent – Sales and Marketing: Coordinated workshops, established best practice guidelines, and led internal program development on SalesForce while streamlining the processes for sales, service, support, and renewals. • VMware – Customer Master, Software Development Lifecycle, and Order to Cash: Program manager responsible for risks, issues, project inter-dependencies, gaps, and conflicts. Defined functional and technical design, conducted vendor selection, created business case, and managed delivery. • Allied Waste – Technology Strategy and Roadmap: Reporting to the CIO, directed strategy during the inception of 5-year strategy plans for IT and infrastructure and managing interactions between executive leaders and key stakeholders.

BearingPoint, Inc. was a global business consulting company employing more than 15,000 people and serving over 2,500 clients worldwide providing business and technology services. Key responsibilities:• Team of 6 direct reports and greater than 10 indirect reports based on programs, projects• Stakeholder / risk management, financials, project execution, mentoring, quality assurance• Team of approximately 6 direct reports and variable indirect reports based on project work• Program / project manager and solution architect providing CRM and PRM solutions to clients• Led recruiting, new hire training, and mentoring for consultants in the Western regionRepresentative clients with large-scale programs included:• Microsoft, MSN, Intel, Cisco, FirstUSA, Symbol Technologies, America Online, Extreme Networks, Exxon Mobile, Toshiba, JP Morgan, Hills Pet Nutrition, Xilinx